Case Ref: 21 003 663 Category: Housing Sub Category: Private housing

• The Council has agreed to take steps to ensure officers carrying out inspections under the HHSRS, always keep proper records of the visits and their findings, including identifying whether any category one or two hazards have been found.

Case Ref: 21 002 037 Category: Education Sub Category: COVID-19

• The Council will take steps to identify and contact others with EHC plans who may have been similarly affected by the lack of therapy services, and ensure that the impact of missed sessions is accounted for, with future provision amended as necessary.

Case Ref: 21 000 799 Category: Housing Sub Category: Homelessness

• The Council was at fault for its delay in issuing a homelessness decision letter and then its delay in issuing a Personal Housing Plan for seven months. It has agreed to circulate our decision statement to its housing officers and relevant staff to highlight the faults found around the delay in issuing the decision letter, the delay in issuing the Personal Housing Plan and for failing to regularly review it. The Council will consider whether to include the findings in relevant training to prevent recurrence of the faults.

Case Ref: 20 014 185 Category: Housing Sub Category: Other

• Provide training to its noise nuisance and antisocial behaviour teams about the importance of accurate recording keeping in complaints about noise nuisance and antisocial behaviour. This should include training about logging complaints, recording notes of site visits and analysis of evidence such as noise recordings.

Case Ref: 20 013 366 Category: Adult care services Sub Category: COVID-19

• The Council has agreed to work with Churchfields Nursing Home to ensure it has suitable arrangements in place for receiving visitors.

Case Ref: 20 012 044 Category: Adult care services Sub Category: Disabled facilities grants

• The Council has agreed to share this decision with staff in the relevant departments.
• The Council has agreed to produce an action plan showing how the Council will prevent the delays in this case happening again. These should be measurable actions with timescales for achievement.
• The Council has agreed to remind relevant staff of the importance of meeting the timescales in the complaints policy.
• The Council has agreed to remind relevant staff that complaint responses should clearly indicate whether a complaint is upheld, and if so, what the Council will do to put things right. The Council should provide further training as needed.

Case Ref: 20 010 344 Category: Education Sub Category: School admissions

• The Council will review its school admission appeals procedures to enable it to comply with the School Admissions Appeals Code requirement to provide a written decision letter within five school days of an appeal hearing.

Case Ref: 20 008 394 Category: Children's care services Sub Category: Other

• The Council has agreed to: •remind staff of the importance of following the statutory complaints procedure.
• •train staff on the process of escalating a complaint through the statutory complaints procedure, and the limited circumstances in which the Council is not required to investigate a complaint, or can refer a complaint early to the Ombudsman.

Case Ref: 20 008 082 Category: Housing Sub Category: Homelessness

• The Council agreed to provide evidence of the changes in procedures it has made to help prevent a recurrence of faults identified because of a failure over several months to take any action over a homelessness case and its poor communications with the complainant.

Case Ref: 20 007 273 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to share the lessons learned with relevant staff.