Case Ref: 19 018 437 Category: Housing Sub Category: Allocations

• The Council will ensure relevant officers are familiar with the Council’s guidance on assessing housing applications from applicants who have no fixed abode.
• The Council will remind it officers that applicants who are unhappy with the way the Council has made a decision or dealt with a review can make a complaint and should be signposted to the Ombudsman.
• The Council will carry out a full review of the way it deals with telephone calls and correspondence to ensure it always responds appropriately.

Case Ref: 19 017 027 Category: Housing Sub Category: Homelessness

• Childrens Services has updated a policy to address children's and families' housing needs. It will send a copy of its policy to the Ombudsman.

Case Ref: 19 011 661 Category: Adult care services Sub Category: Other

• The Council will review the case to determine why the delay in assessing the complainants medical information occurred and identify service improvements to ensure this situation does not reoccur.

Case Ref: 19 011 128 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• Review its appeals process and provide training about the retention of appeal rights while the Council follows its pre-tribunal appeal process and the subsequent impact on overpayment recovery, considering Government guidance.
• Ensure all relevant departments are reminded about the Council’s complaint policy timescales and the importance of adhering to these.

Case Ref: 19 007 335 Category: Adult care services Sub Category: Assessment and care plan

• The Council agrees to: a) Review its procedure for ensuring actions suggested in ASC complaints are completed.
• b) Remind all relevant staff of the importance of meeting the Care Act requirements for care plan assessments and reviews for both service users and carers.