Case Ref: 24 008 364 Category: Education Sub Category: School transport

• Remind all officers who carry out transport appeals, and those who send decision letters, of the requirement to consider all the evidence presented and properly record and evidence how it reached the decision, in line with statutory guidance.
• Remind officers that applications on SEN /disability / mobility grounds must consider health, safety, sensory and behavioural difficulties and not just physical mobility problems when deciding if a child is able to walk to school.

Case Ref: 24 002 632 Category: Housing Sub Category: Allocations

• the Council has agreed to remind all reviewofficers to make sure they refer to the correct version of the housingallocations policy and not use out of date review letter templates

Case Ref: 24 000 008 Category: Adult care services Sub Category: Domiciliary care

• The Council will consider why the miscommunication that led to the Council's delay in arranging a new care provider for the complainant's mother occurred. The Council will identify any steps that are needed to prevent the fault happening again in future. It will send the Ombudsman details of those actions, when they will be completed by, and who is responsible for them.

Case Ref: 23 017 512 Category: Education Sub Category: Special educational needs

• The Council will share the Ombudsman's decision and a copy of our focus report Out of school, out of sight? with relevant officers, to emphasise the Council's section 19 duties and identify wider learning.

Case Ref: 23 013 270 Category: Education Sub Category: School transport

• The Council agreed to remind its staff that members of the public may submit corporate complaints about the quality of service they received regardless of any appeals they submitted. In those cases, the Council should still consider the corporate complaint as per its travel assistance policy.

Case Ref: 23 011 160 Category: Housing Sub Category: Allocations

• The Council will develop an action plan to reduce any delays in completing housing reviews and to ensure these can be completed within the eight weeks recommended by statutory guidance.

Case Ref: 23 007 815 Category: Planning Sub Category: Planning applications

• The Council will review how planning queries are responded to and implement processes to ensure they do not go unanswered.

Case Ref: 23 005 023 Category: Planning Sub Category: Enforcement

• The Council agreed to remind officers of the need to record concerns raised by neighbours making representations so these are available for the decision maker.
• The Council agreed to remind officers of the need to clearly record any agreement reached with those making representations about site visits.
• The Council agreed to review why her complaint did not follow the timescales set out in the complaint procedure, so these failures are not repeated in future.

Case Ref: 23 004 153 Category: Adult care services Sub Category: Disabled facilities grants

• The Council has agreed to produce a joint service agreement and/or operating procedure for social care andthe adaptations service which clearly identifies how each service contributesto delivering DFGs and ensures services work together to provide a joined-upand timely service to Disabled people.
• The Council has agreed to produce a leaflet or other form of information to provide DFG applicants which sets out the process and what the applicant can expect, likely timescales, the services involved and who has oversight or is the main point of contact throughout the application.
• The Council has agreed to provide training or guidance to staff responsible for responding to stage two complaints about the Council’s expected timescales, keeping complainants informed, and giving complaints appropriate priority.
• The Council has agreed to identify and implement a means of ensuring the Council keeps sufficient central oversight of complaints to identify and address delays responding.

Case Ref: 23 010 991 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed to identify the action it is going to take to ensure it always produces a care and support plan when it has identified eligible care needs.
• The Council has agreed to identify the action it is going to take to ensure officers respond to requests for information from care providers
• The Council has agreed to identify the action it is going to take to ensure officers are aware that self-funders do not need to share their financial information if they are happy to fund their own care.
• The Council has agreed to identify the action it is going to take to ensure people receiving care and support know what they need to do if they want to make changes to their care arrangements.
• The Council has agreed to identify the action it is going to take to ensure care workers do not make informal arrangements with clients about when they will attend.