Case Ref: 23 018 111 Category: Adult care services Sub Category: Assessment and care plan

• Remind staff of the Ombudsman’s principles of good administrative practice, specifically, the importance of retaining appropriate records to show the Council’s rationale for its decisions.
• Remind staff of the statutory guidance which says councils should review care and support plans at least every 12 months, and the importance of adhering to this timeframe.
• Remind staff that where somebody provides or intends to provide care for another adult, and it appears the carer may have any needs for support, the Council must carry out a carer’s assessment.

Case Ref: 23 017 143 Category: Housing Sub Category: Homelessness

• In writing, remind relevant officers about the contents of paragraphs 6.35 to 6.38 of the Code.
• In writing, remind officers of the importance of making timely decisions in accordance with the Housing Act and having regular contact with applicants.

Case Ref: 23 015 462 Category: Housing Sub Category: Allocations

• The Housing team and Adult Social Care team should clarify what supporting evidence applicants need from Adult Social Care Services when asking the Council for an additional bedroom as per the allocations policy, and how applicants can go about obtaining this.

Case Ref: 23 014 562 Category: Housing Sub Category: Homelessness

• Issue written reminders to relevant staff to ensure they are aware of the requirements to meet reasonable adjustments under the Equality Act; the need to provide suitable interim/temporary accommodation and what to include in a PHP.

Case Ref: 23 013 143 Category: Housing Sub Category: Allocations

• The Council should issue written reminders to relevant staff to ensure they are aware of the timescales set out in its complaint’s policy.

Case Ref: 23 010 555 Category: Housing Sub Category: Allocations

• The Council agreed to review procedures to ensure officers consider and assess the suitability of temporary emergency accommodation where medical information is provided which raises possible problems with a property due to health concerns i) before letting it and ii) when let.
• The Council agreed to ensure procedures are in place so referrals for a Housing and Welfare assessment from the Housing Options Panel are actioned and carried out.
• The Council agreed to review its complaint processing to ensure it has sufficient staffing levels to clear backlogs of complaints and respond promptly to correspondence.

Case Ref: 23 007 975 Category: Adult care services Sub Category: Assessment and care plan

• Consider whether it can do anything to put in place measures which record how long an Occupational Therapist’s assessment takes. So if there are any disputes, the Council has a record of how long an Occupational Therapist spent assessing someone.

Case Ref: 23 005 849 Category: Housing Sub Category: Homelessness

• The Council has agreed to produce a published policy or procedure explaining how the transfer list works, including the criteria for being placed on the list, the criteria for priority within the list and how temporary accommodation is allocated within the list.
• The Council has agreed to carry out a review of its procurement of temporary accommodation and identify ways of increasing the supply of different types of temporary accommodation suitable for families.
• The Council has agreed to review the way in which it makes offers of out-of-borough accommodation to ensure sufficient time is allowed to consider the offer and that sufficient reasons are given as to why the Council considers the offer is suitable.

Case Ref: 23 004 670 Category: Housing Sub Category: Homelessness

• The Council will provide training to its housing officers responsible for considering homeless applications. This is to ensure all officers have a clear understanding of its duties under the Housing Act 1996 and the Homelessness Code of Guidance in circumstances where an applicant may be at risk or threatened with violence.
• The Council will remind its officers and managers responsible for responding to complaints to adhere to the Council’s Complaints Policy. This is to ensure it respond to complaints within agreed timescales, it keeps complainants informed if there are delays in the process and provides a new date for when its respond will be received.

Case Ref: 23 004 201 Category: Adult care services Sub Category: Direct payments

• The Council has agreed to provide guidance to its officers to ensure they fully explain their reasons for not agreeing any claimed DRE, and that they do not fetter their discretion.