Case Ref: 21 015 830 Category: Children's care services Sub Category: Looked after children

• The Council will remind all staff who respond to children’s social care complaints about the requirement to consider historic complaints on a case-by-case basis before making a reasoned decision on how to progress a complaint.

Case Ref: 21 015 299 Category: Housing Sub Category: Allocations

• The Council has agreed to remind relevant officers of the process for checking whether OT assessments have been requested.

Case Ref: 21 014 847 Category: Housing Sub Category: Allocations

• The Council has agreed to investigate why no action was taken on this case for six months, and to take action to prevent such failings in future.
• The Council has agreed to review its procedures to ensure that home visits are carried out in a timely manner and applicants are not prevented from bidding while they are waiting for a home visit.
• The Council has agreed to review its procedures to ensure that housing applicants are offered interim accommodation if the Council has reason to believe they may be homeless, eligible for assistance and have a priority need. This duty applies to housing and homelessness applicants.

Case Ref: 21 014 688 Category: Housing Sub Category: Allocations

• The Council has agreed to remind relevant officers that Disabled Facilities Grants are available to people in all housing tenures.
• The Council has agreed to review the Occupational Therapy assessment process to ensure future assessments are completed in line with its Allocations Policy.

Case Ref: 21 014 386 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council agreed to review its recovery procedure to ensure it contains sufficient guidance for staff on checking the complete history of a case before pursuing recovery and that staff are aware of the correct recovery procedure.

Case Ref: 21 014 172 Category: Benefits and tax Sub Category: Council tax

• The Council will review the wording of its complaint responses where it offers a remedy payment to ensure complainants are accurately advised of their options.

Case Ref: 21 014 058 Category: Benefits and tax Sub Category: Other

• 2. The Council should also ensure all correspondence on a case is properly responded to before any legal steps are taken to recover local taxation debts.3. The Council should provide evidence of this in the next three months.

Case Ref: 21 013 522 Category: Housing Sub Category: Allocations

• 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.

Case Ref: 21 013 496 Category: Children's care services Sub Category: Child protection

• The Council will act to improve the quality of its childrens services call handling by:restarting monthly quality monitoring of calls;amending the call handling quality monitoring framework to include additional questions about anonymous calls; andamending the team meeting agenda framework to add discussion about instances of social workers refusing to take anonymous calls as a standing item.

Case Ref: 21 013 125 Category: Transport and highways Sub Category: Parking and other penalties

• The Council agreed to provide us with an explanation of the interim measures it has taken to ensure it considers representations against paid Penalty Charge Notices while it fixes a software issue which currently prevents this.