Case Ref: 21 016 388 Category: Children's care services Sub Category: Other

• The Council agreed to remind relevant staff of the Council’s obligations to escalate complaints to stages 2 and 3 of the statutory children's complaints procedures, if that is the complainant’s wishes.

Case Ref: 21 005 104 Category: Benefits and tax Sub Category: Council tax

• Make amendments to its decision template letter to ensure applicants are signposted to the ValuationTribunal Service and informed of their right of appeal.

Case Ref: 20 014 214 Category: Adult care services Sub Category: Assessment and care plan

• Ensure that complaints are not dismissed without proper consideration.

Case Ref: 20 013 749 Category: Housing Sub Category: Homelessness

• The Council will remind staff they should consider the affordability of someone's temporary accommodation, and whether they are eligible for a discretionary housing payments at an early stage, before they accrue considerable rent arrears.
• The Council will remind staff they must act promptly when they receive a change of circumstances notification for a housing application.

Case Ref: 20 012 435 Category: Housing Sub Category: Homelessness

• The Council agreed to remind officers in its housing department of the importance of making suitably prompt enquiries and meeting statutory deadlines.

Case Ref: 20 011 145 Category: Adult care services Sub Category: Disabled facilities grants

• The Council agreed to amend the wording of its Repairs and Adaptation Services policy to clarify that disabled adults are not excluded from considerations for extensions, garage conversions, and outbuildings under a Disabled Facilities Grant.

Case Ref: 20 000 347 Category: Planning Sub Category: Planning applications

• The Council accepted it did not routinely record the Chair of the Planning Committee's reasons for deciding whether to refer a planning application to the Planning Committee. The Council agreed to within three months include in its delegation reports whether the Chair has exercised their discretion and to record their reasons for that decision and where appropriate the case officer's reasons for deciding an application does not meet the criteria for referral to the Planning Committee.

Case Ref: 20 003 221 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will share the learning from this complaint with the management and data handlers within one month of the date of my decision.

Case Ref: 20 001 319 Category: Adult care services Sub Category: Assessment and care plan

• The Council must remind its staff of its statutory responsibilities when carrying out care assessments.

Case Ref: 19 019 547 Category: Adult care services Sub Category: Assessment and care plan

• The Council should review the process by which it sends 'draft' and 'final' copies of care plans to service users and/or relatives. It should ensure that process does not unneccesariliy delay providing copies of care plans to those that need one.
• The Council should remind staff they should not delay sending copies of care plans to service users and/or relatives.