Case Ref: 23 000 652 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council will review why the complaint procedure was not complied with and act on the outcome to ensure the reason is not repeated in future cases.
• The Council review what changes it can make to the service to ensure it has a process that is less reliant on driver knowledge only.
• The Council will consider whether it is feasible to introduce in-cab technology to assist crews with their collection rounds to ensure all crews have access to: information about collection routes; updated recording or relaying collection information; information about missed collections as soon as reports are received.
• The Council will consider and assess what action it can take to allow for a clearer system for crews when residents present waste in black bags for recycling and notify affected residents of any changes.The Council will consider and assess what action it can take to enable crews to clearly identify between different types of waste for collection to the rear of the shops and residential properties and notify any changes to residents affected.
• The Council will review contract arrangements with the waste contractor and monitor compliance when systemic problems have been addressed.

Case Ref: 22 016 011 Category: Housing Sub Category: Homelessness

• The Council has agreed to remind relevant staff of the low threshold giving rise to the duty to make inquiries in what, if any, duty a person is owed where there is reason to believe they might be homeless or threatened with homelessness.
• The Council has agreed to remind relevant staff that they should accept the relevant duty as soon as they are satisfied an applicant is homeless or threatened with homelessness. This decision should not be delayed by requiring information or documents not relevant to that decision.
• The Council has agreed to remind relevant staff that case notes or other records should record the Council’s consideration of the suitability of interim accommodation for homeless applicants.
• The Council has agreed to ensure all decisions telling an applicant to the housing register they are not eligible or do not qualify explain the right to request a review of this decision.

Case Ref: 22 005 935 Category: Environment and regulation Sub Category: Other

• Review its record keeping for dealing with and investigating complaints of statutory nuisance to ensure it has a record of complaints, key actions including site visits, contact and correspondence with relevant parties and reasons for decisions. The Council should explain to the Ombudsman how it has improved its practice in this area.

Case Ref: 21 005 864 Category: Housing Sub Category: Private housing

• The Council should also reflect on the issues raised in this decision statement and identify any areas of service improvement. The Council should prepare a short report setting out what the Council intends to do to ensure similar problems not reoccur. This report should be sent to the Ombudsman.

Case Ref: 20 002 688 Category: Housing Sub Category: Private housing

• Share the Ombudsman's final decision with officers in the Housing Options Service and produce a briefing note to ensure they are aware of the relevant advice in the Homelessness Code of Guidance.