Case Ref: 19 016 476 Category: Adult care services Sub Category: Assessment and care plan

• • Contact any other resident/their representative who has been affected by the policy (payment of staff members' food and drink) and inform them of the Ombudsman's decision and ask them whether they wish to make a complaint.

Case Ref: 19 013 510 Category: Adult care services Sub Category: Residential care

• Provide the Ombudsman with evidence of the revised letters/processes to ensure those chargeable are not provided with incorrect or conflicting information
• Review how information about charging is provided to avoid misunderstanding about care fees
• Review how the Council dealt with this complaint to avoid long response delays in future

Case Ref: 19 012 783 Category: Adult care services Sub Category: Charging

• The Council will ensure that it gives clear information about charging to all service users and their representatives. Written information about the Council’s charging policy should also be available for service users.

Case Ref: 18 018 829 Category: Adult care services Sub Category: Other

• The Council has agreed to reiterate to its staff the importance of making safeguarding personal. Staff should establish with the adult at risk and/or their representative, what their desired outcomes and actions are in relation to the safeguarding issue presented. The adult at risk and/or the representative should be central to the safeguarding process and be given every opportunity to contribute to the investigation.

Case Ref: 18 011 086 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will make a new Traffic Regulation Order. This will give affected residents the chance to make objections.
• • not refuse future permits from affected Town Centre residents until it has a Traffic Regulation Order allowing this. It will remove the incorrect reference to its policy from its website.