Case Ref: 24 012 924 Category: Housing Sub Category: Allocations

• The Council has agreed to review its procedures to ensure it checks which documents a housing applicant has already provided and does not base its decision on only the documents submitted with the latest application. It will also remind all officers that a thorough check of all documents previously provided should be undertaken.
• The Council has agreed to consider amending its procedures to give housing applicants additional time to submit missing documents before their application is closed, to prevent unnecessary delays. If it decides not to amend its procedures, it will amend the application form to include a clear warning about the consequences of not submitting all required evidence.

Case Ref: 24 012 111 Category: Housing Sub Category: Allocations

• The Council has agreed to review the documents required for new housing applicants and existing tenants, ensuring that applicants are not asked to provide unnecessary evidence. It will also ensure that staff training is provided to ensure that officers are aware of the different evidence requirements for each applicant type.
• The Council has agreed to review its procedures to ensure it assesses housing applications which have been made in accordance with the allocation scheme. Unless the Council changes its allocation scheme, it will not consider applications to be incomplete because a transfer applicant has not provided evidence of their eligibility.
• The Council has agreed to consider amending its procedures to give housing applicants additional time to submit missing documents before their application is closed, to prevent unnecessary delays. If it decides not to amend its procedures, it will amend the application form to include a clear warning about the consequences of not submitting all required evidence.

Case Ref: 24 009 205 Category: Environment and regulation Sub Category: Other

• The Council will introduce a written policy and/or procedure for how it and its contractors deal with abandoned vehicles.

Case Ref: 24 016 073 Category: Education Sub Category: Special educational needs

• •Remind relevant staff of the Council’s duties to adhere to statutory timescales in the annual review process.
• •Remind relevant staff of the Council’s duties under section 19 of the Education Act 1996 and section 42 of the Children and Families Act 2014.
• •Remind relevant staff of the importance of effective complaint handling.

Case Ref: 24 012 349 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will update information on its website to include information about the backlog of approved applications for dropped kerbs and give an approximate timescale for completion of works following payment of the agreed fee.

Case Ref: 24 009 995 Category: Education Sub Category: Special educational needs

• The Council has agreed to demonstrate to the Ombudsman it has a mechanism in place to ensure annual reviews of Education, Health and Care Plans are not missed.

Case Ref: 24 007 865 Category: Adult care services Sub Category: Assessment and care plan

• In writing, remind staff of the importance of responding to communications within a reasonable timeframe.

Case Ref: 24 006 068 Category: Children's care services Sub Category: Other

• In writing, remind staff of the importance of meeting timescales outlined in the children’s statutory complaint procedure.

Case Ref: 24 005 620 Category: Education Sub Category: Alternative provision

• The Council will remind its SEND officers to adhere to statutory timescales when carrying out Education, Health and Care needs assessments to ensure Education, Health and Care Plans are issued by the 20 week deadline.
• The Council will review its communication process between departments involved in education to ensure that where there is evidence that a child is not attending school that it is communicated to the relevant officers so a decision can be made, at the time whether a duty is owed to provide alternative provision to the child.
• The Council will provide the Ombudsman with evidence that it has reviewed its communication process with schools to ensure information about children not attending school is passed to the Council at the earliest opportunity.

Case Ref: 24 005 151 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council will issue a staff briefing to remind relevant staff of the importance of effective complaint responses and addressing all concerns raised by service users within them. This will help to ensure service users get a clear and full response to their complaints, ensuring all problems are addressed and prevent future complaints.