Case Ref: 22 001 761 Category: Adult care services Sub Category: Safeguarding

• Arrange training for the Achieve Together staff on care plans. This should include training on the importance of providing the care detailed in the care plan.
• In respect of a care home run by Achieve Together, undertake regular monitoring of its records to establish improvement in care plan adherence.
• Complete a review of Achieve Together's actions in relation to following the care plan from the Council's visits to the care home and share lessons learned with us and the care provider

Case Ref: 22 001 579 Category: Housing Sub Category: Other

• The Council will consider any recent evidence from the complainant about the current situation and consider what action it should take.

Case Ref: 21 018 806 Category: Housing Sub Category: Homelessness

• The Council will ensure the staff in the homelessness team are reminded that suitability of temporary accommodation is the Council's ongoing duty and should be kept under review, especially when notified of a change in the circumstances. The Council will send us the written confirmation of the staff having completed this task, indicating when it happened and how many officers participated.
• The Council will ensure all staff dealing with the Housing Register applications review the Council's Housing Allocation Scheme and paragraph 5.23 of the Allocation of accommodation: guidance for local housing authorities in England. The Council will send us the written confirmation of the staff having completed this task, indicating when it happened and how many officers participated.

Case Ref: 21 018 440 Category: Housing Sub Category: Homelessness

• The Council has agreed to remind relevant staff of the change to the definition of priority need introduced by the Domestic Abuse Act 2021.
• The Council has agreed to amend relevant template letters, emails and internal guidance to include the up-to-date definition of priority need.
• The Council has agreed to remind relevant staff of the proactive duty to make reasonable adjustments under the Equality Act and provide training or guidance as needed.

Case Ref: 21 014 790 Category: Adult care services Sub Category: Assessment and care plan

• The Council will investigate the reasons why the complainant was not notified of the financial assessment outcome in April 2020 and the reasons it took until January 2022 for this to happen. This should inform feedback and guidance to staff dealing with financial assessments, as well as measures to avoid similar occurrences.

Case Ref: 21 014 538 Category: Transport and highways Sub Category: Parking and other penalties

• The Council agreed to review the information on its website to ensure it clearly explains the different stages for challenging a Penalty Charge Notice including the informal challenge, formal representations and appeals to the independent adjudicator.
• The Council agreed to prepare a parking enforcement policy in accordance with statutory guidance 'Guidance for local authorities on enforcing parking restrictions'. It should ensure the policy is available to the public via its website.

Case Ref: 21 012 979 Category: Adult care services Sub Category: Domiciliary care

• The Council will confirm to the complainants and the Ombudsmen specifically what measures have been taken to address the failings by the care agency and prevent similar failings with lack of carer visits in future.

Case Ref: 21 010 664 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will review its debt recovery procedures to develop a policy for vulnerable debtors. It will report back to the Ombudsman with the outcome.

Case Ref: 21 001 348 Category: Housing Sub Category: Other

• the Council has agreed to: review its procedures and guidance to officers about providing information to applicants about its rent incentive scheme.
• issue a briefing note to remind officers of these procedures and guidance and advise them about any changes made.
• c) issue a briefing note to remind officers of the provisions of 6.35 of the Code and the procedure for applicants served with section 21 notices

Case Ref: 21 003 768 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to issue written reminders to relevant staff to ensure they must act in a timely manner when a service user or their representative asks for a review of their care and support needs.