Case Ref: 22 007 880 Category: Housing Sub Category: Homelessness

• Reopen discussions with Company A about a framework agreement to set out clear expectations around service standards, repairs policy and timescales, customer service and arrangements for complaint-handling and information-sharing;
• Devise a procedure with Company A for investigating complaints about the conduct of its staff. The Council should make clear that it is ultimately responsible for investigating complaints about the conduct of Company A’s staff when they are acting as its agents and delivering a service to homeless households in temporary accommodation.

Case Ref: 22 003 510 Category: Adult care services Sub Category: Transition from childrens services

• The Council has agreed to share this decision with complaint handling staff, reminding them to issue a response to complaints within the published timescales.

Case Ref: 22 002 055 Category: Other Categories Sub Category: Leisure and culture

• The Council agreed to decide on its course of action in relation to the utilisation of a local allotment site for non-allotment purposes and start proceedings accordingly. It also agreed to keep interested parties informed of its decision and actions.

Case Ref: 21 008 421 Category: Housing Sub Category: Homelessness

• the Council has agreed to provide an update on the review of its Homeless Prevention Fund policy and guidance issued to Housing Options officers about the implementation of the policy
• Review and remind Housing Options officers about, its guidance on the Council’s prevention duty, the action the Council is required to take to comply with this duty and records which should be kept about the action taken.

Case Ref: 21 003 291 Category: Housing Sub Category: Allocations

• Remind its staff to signpost applicants to the medical assessment form when medical issues are raised.
• The Council has already identified it is going to carry out some training with its staff regarding the faults that occurred when dealing with Miss D’s ASB complaints. The Council has agreed to provide the Ombudsman with evidence of the ASB training undertaken, and the guidance issued to its staff.

Case Ref: 20 014 433 Category: Environment and regulation Sub Category: Refuse and recycling

• Consider whether Veolia needs to provide training to its staff by different methods, such as a visual demonstration, verbal explanation, written instructions in other languages.
• Monitor the assisted bin collection for three months from the Ombudsman’s final decision, identify the reasons for any problems, and consider how the issues can be resolved. Continue to complete spot checks on this route thereafter.

Case Ref: 20 011 152 Category: Transport and highways Sub Category: Other

• The Council will review its policy and guidance to ensure any time limits or validity period for approvals for vehicle crossovers are clearly set out. The Council will also review its approval letters to ensure any time limits are communicated.
• The Council will write to others who would have been affected by the fault identified, within the last 12 months, and invite them to raise a complaint about the matter to the Council if they wish.

Case Ref: 20 007 314 Category: Planning Sub Category: Enforcement

• The Council will take appropriate action to check whether Mrs X’s allegation about waste storage at the site is a breach of planning approval.

Case Ref: 20 007 313 Category: Environment and regulation Sub Category: Pollution

• • Remind officers to ensure all reports of missed collections made are logged and the outcomes are recorded.
• • Remind officers to ensure they fully investigate all aspects of complaints made through its complaint procedure.

Case Ref: 20 005 803 Category: Transport and highways Sub Category: Rights of way

• The Council has agreed to produce guidance for relevant staff about its duties on public rights of way.