The Council has agreed to provide a report to show whether it has reduced delays in responding to complaints following the introduction of a new system to record and track complaints. If delays have not reduced, it will provide a plan with details of the action it will take to address this.The Council has agreed to remind its homelessness case officers of the importance of proper record keeping.The Council has agreed to remind its complaints officers that they should respond to all aspects of a complaint.

The Council has agreed to review its procedures for dealing with housing applications from applicants who are unable to use the internet and do not have access to email. Where the Council is aware that the applicant is unable to access the internet, it will ensure all correspondence is sent by post, and that applicants are not unreasonably disadvantaged because they cannot use the online bidding system.

The Council has agreed to develop procedures for offering temporary accommodation where it has accepted the main housing duty because the applicant is living in unsuitable accommodation. It should ensure these applicants are aware that the Council has an immediate duty to provide suitable temporary accommodation.

The Council has agreed to provide an action plan, including timescales, to show how it intends to ensure homeless families do not remain in accommodation with shared facilities for more than six weeks. It will also provide evidence to show the number of families who have been in such accommodation for more than six weeks, and the average length of time homeless families have to stay before self-contained accommodation is provided.The Council has agreed to ensure that when officers review housing priority decisions, they list all the evidence they have considered in reaching their decision.The Council has agreed to review and audit current processes to ensure that when it carries out an assessment of a housing applicant’s case, it applies the correct award date, in accordance with its policy.The Council has agreed to take action to ensure its officers provide application decisions in writing, in accordance with its procedures. In particular, it will ensure officers write to the applicant with the Council’s housing priority decision after considering an exceptional needs form.

The Council agreed to remind relevant staff of the importance of recognising suitability review requests for temporary accommodation, and completing them in line with the guidance set by the legislation.The Council agreed to remind relevant staff of the Council’s obligation to take action to provide suitable temporary accommodation to people which they owe a duty.

The Council has agreed to issue guidance to its housing staff about not fettering their discretion and the circumstances in which they should consider changing the number of bedrooms an applicant is able to bid on.