Case Ref: 20 007 009 Category: Housing Sub Category: Allocations

• The Council agreed to review its processes to ensure the reason for the delay in dealing with the change of address form is identified and steps are taken to avoid any future possible repetition.
• The Council agreed to review its processes to ensure applicants are clearly told what is and what is not reviewable and what may come within the complaints procedure instead.
• The Council agreed to review why the complainant was not told about the non-reviewability of his request for 6 months and make sure it cannot be repeated in the future.

Case Ref: 20 005 385 Category: Other Categories Sub Category: COVID-19

• The Council will review its existing procedures and carry out liaison with Allotment Societies in its area to ensure that Allotment Societies are briefed on the Ombudsman’s view of our jurisdiction to investigate complaints which fall under their complaint procedures and that the Council’s has a responsibility to ensure an appropriate remedy is provided where a complaint is upheld; that Allotment Society complaint procedures provide appropriate signposting to this organisation; that Allotment societies in the Council’s area are signposted to our principles of good complaint handling available via our website andthat appropriate staff within the Council are briefed to ensure they provide appropriate signposting if contacted by someone who wishes to complain about a matter pertaining to the management of allotments in its ownership

Case Ref: 20 002 305 Category: Adult care services Sub Category: Safeguarding

• The Council has agreed to confirm the steps taken to ensure relevant parties have been reminded of the need to inform the Care Quality Commission and the Data Barring Service in appropriate circumstances; to confirm all relevant staff have been reminded of the requirements of the complaints procedure; and to identify and progress any training needs in this regard.

Case Ref: 19 020 804 Category: Housing Sub Category: Homelessness

• The Council has agreed to remind officers that, even in cases where interim accommodation has been provided, they should aim to meet the recommended timescales for reaching decisions on applications; prepare a personal housing plan; and refer to the relief / prevention duties, as appropriate, so that applicants can understand the Council’s duties towards them.