Case Ref: 21 004 603 Category: Adult care services Sub Category: Assessment and care plan

• The Council will complete a review and determine whether any other residents at the home it commissioned remained entitled to section 117 aftercare accommodation but had to claim housing benefit. It will decide whether they have any out-of-pocket expenses such as rent, council tax and service or utility charges and refund them accordingly. It will also let the Ombudsmen know the outcome of the review.
• To prevent similar problems in future, and within three months of the final decision, the Council, the CCG and the Trust will ensure all relevant policies and procedures make it clear the duty to pay for accommodation which is part of section 117 aftercare lies with the relevant council and CCG, and that residents and patients should not be asked to claim Housing Benefit instead.
• The Council, the CCG and the Trust will ensure all staff whose responsibilities may include administering, commissioning, assessing for or providing section 117 aftercare have knowledge of the relevant law, guidance and policy, as appropriate to their roles. Provide evidence to the Ombudsman when this has been completed.

Case Ref: 20 009 517 Category: Benefits and tax Sub Category: Council tax

• The Council has agreed to remind relevant staff of the circumstances under which the Valuation Tribunal can hear an appeal about a decision not to backdate council tax reduction.
• The Council has agreed to amend and standard letter templates, and similar literature, to the same effect.

Case Ref: 20 009 310 Category: Education Sub Category: School transport

• The Council has agreed to remind staff within the school transport team of the need to be clear about when to use the complaints procedure and when to use the school transport appeals process.
• The Council has agreed to update its published home to school transport policy to reflect the new mileage payment arrangements and make sure it is available on its website.

Case Ref: 20 008 094 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council agreed to review its process when someone queries the income it used to apply the benefit cap to them, particularly where the income it used differs from the last benefit cap notice it received from the Department for Work and Pensions.
• The Council agreed to review any current housing benefit claims which are subject to the benefit cap. It will check the benefit income is uses matches the income figures supplied by the Department for Work and Pensions and that it has an up-to-date benefit cap notice for the claim.

Case Ref: 20 006 878 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council should remind relevant staff to record any conversations with customers and where changes to repayment plans for housing benefit are agreed, these are confirmed in writing.
• The Council should review the employer notification letter it sends when it requests an employer to set a Direct Earnings Attachment up. The letter should clearly state what invoice number the employer should give as a reference number.

Case Ref: 20 009 361 Category: Environment and regulation Sub Category: Noise

• The Council has agreed to provide guidance to staff to ensure its complaints policy is followed when dealing with unreasonable behaviour by complainants.

Case Ref: 20 002 080 Category: Planning Sub Category: Planning applications

• The Council has agreed to provide guidance to staff to ensure its complaints policy is followed when dealing with unreasonable behaviour by complainants.

Case Ref: 19 009 477 Category: Children's care services Sub Category: Disabled children

• The Council will ensure it has adequate procedures and staffing in place to meet its statutory duty to investigate complaints made under the statutory children’s complaints procedure and meet the deadlines for this.

Case Ref: 19 008 554 Category: Adult care services Sub Category: Charging

• The Council will arrange training for staff on the Equality Act and its statutory anticipatory duties in making reasonable adjustments for customers.
• The Council will review the way different departments communicate with each other about reasonable adjustments. The Council should consider how all relevant departments are informed when it agrees reasonable adjustments with a customer. This should ensure a consistent approach. Customers should not have to repeat requests for reasonable adjustments to different departments.