Case Ref: 19 016 498 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to review its process for moving residents between long term care homes and ensure it is communicated to all relevant staff. The process will include: • Details of what should happen when a resident wants to stay in a care home which costs more than the Council’s usual fixed rate or is not signed up to the framework. • A requirement that social workers assess the risk of moving on the resident’s health and wellbeing before reaching a decision.

Case Ref: 20 006 405 Category: Housing Sub Category: Allocations

• The Council has agreed to review its online application form to ensure it clearly sets out the suitability and financial information it requires applicants to provide in relation to any properties they own/ have a financial interest in.
• The Council has also agreed to remind/revise its guidance to officers that they may need to request additional information from applicants to assess whether they qualify to join the housing register.

Case Ref: 20 004 879 Category: Benefits and tax Sub Category: Council tax

• Complete a review of the procedure(s) and system(s) in place following an enforcement visit where there was no contact with the debtor.
• Complete a review of the procedure followed for communicating with debtors that have multiple debts.

Case Ref: 20 003 832 Category: Adult care services Sub Category: Domiciliary care

• The Council will ensure the care provider’s documents meet its core service standards. On completion of this, the Council will carry out a quality assurance check of a sample of records for care it has commissioned from the care provider. This is to ensure the care provider’s record keeping is adequate and in accordance with the core service standards.
• The Council will also: •ensure the care provider provides training to carers on checking for and recognising the signs of pressure sores and the appropriate action to be taken; and
• •review its procedures to ensure officers consider investigating the standard of care provided by a commissioned care provider in the event a safeguarding referral raises indicators of poor care but a safeguarding investigation is not warranted.

Case Ref: 20 002 072 Category: Education Sub Category: Alternative provision

• The Council has agreed to provide reminders/training to ensure that staff understand the Council’s duty to offer suitable alternative educational provision when children are out of school and not receiving a full-time education.

Case Ref: 20 001 802 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council agreed to arrange a briefing for staff in the Benefits Service who handle requests for Housing Benefit reconsiderations and appeals to make them aware of the findings of the First Tier Tribunal and the faults we have identified.

Case Ref: 19 019 194 Category: Children's care services Sub Category: Fostering

• The Council will distil the learning from this complaint in relation to data breaches including contacting people when data breaches are made and reporting data breaches from contractors and officers. It will tell me what action it will take to do this.
• The Council will tell me what action it will take in relation to having due regard for complainants' human rights.
• The Council will provide me with its relevant internal policy on acknowledgement of complaints