Case Ref: 21 005 990 Category: Benefits and tax Sub Category: COVID-19

• The Council will share our Principles of Good Administrative Practice with staff to ensure they are aware we expect councils to offer a review or appeal on any decision and suitable remedies for accepted fault.
• The Council will share this decision with other businesses at the address and allow them to request a review of the Council’s decision on their entitlement to a business grant, if not previously provided.

Case Ref: 21 002 539 Category: Housing Sub Category: Homelessness

• The Council has agreed to amend its “informal review” process to reflect that these new decisions about suitability carry a statutory right of review. The Council will update any template letters and provide staff training as necessary.

Case Ref: 21 002 047 Category: Adult care services Sub Category: Assessment and care plan

• review how the Council deals with complaints when a person complains to PALS first.

Case Ref: 21 001 174 Category: Adult care services Sub Category: Assessment and care plan

• The Council will complete a review of its care charging policy, taking into account the Norfolk judgment. If, following the review, the Council decides to make changes to its charging policy that affects the amount someone must pay towards the cost of their care, it should consider whether it is appropriate to provide a remedy to those affected.

Case Ref: 21 000 202 Category: Adult care services Sub Category: Safeguarding

• The Council has agreed to consider issuing staff with training or guidance for best practice when discussing allegations of abuse. This should include clear guidance on where and how concerns are best discussed.
• The Council has agreed to consider whether changes should be made to how the Council considers accommodation needs during a placement breakdown. This should also include a review of how the Council communicates with family members and how it will explore all options available.
• The Council has agreed to provide training and guidance to staff for recording decision making processes where safeguarding concerns are raised. This should include where the decision is not to act, rationales should still be recorded

Case Ref: 21 000 045 Category: Adult care services Sub Category: Transition from childrens services

• Review its standard wording for complaint responses and how it determines whether to use the adult social care or corporate complaint procedure.

Case Ref: 20 014 067 Category: Planning Sub Category: Planning applications

• The Council agreed to issueclear guidance for its staff on the approach it expects them to take when acertificate accompanying a planning application is challenged. It willintroduce a greater level of scrutiny and an audit trail of its decision making.The Council will also ensure it has a process that considers the case forenforcement where it is presented with evidence which might lead it to thinkthe certificate accompanying an application is knowingly false or misleading.

Case Ref: 20 013 417 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to share the lessons learned with its adult social care staff.

Case Ref: 20 012 636 Category: Adult care services Sub Category: Charging

• Review the information it provides to service users about how care will be charged.
• Remind the care provider of the importance of submitting accurate information which impacts on what a service user is charged.

Case Ref: 20 012 498 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council agreed to consider sending assisted collection stickers for bins to all those who qualify for such a collection.
• The Council agreed that it, and the contractor, will remind staff of the need to keep a record of the monitoring done.