Case Ref: 21 002 533 Category: Housing Sub Category: Homelessness

• The Council has agreed to remind relevant staff that an application to the housing register can also be a homeless application. It will identify a suitable mechanism for staff to notify the appropriate team when this happens.
• The Council has agreed to ensure customer service and other public-facing staff are able properly to identify and deal with cases of homelessness or risk of homelessness. It will provide training as needed.

Case Ref: 21 001 783 Category: Environment and regulation Sub Category: Antisocial behaviour

• The Council agreed to review its current practice of officer visit and assessment decisions to ensure proper records are made and retained
• The Council agreed to review why there was no communication with the complainant when the manager left to avoid any repetition of this failure in the future.

Case Ref: 21 001 155 Category: Children's care services Sub Category: Other

• The Council undertake a review process of the complainant's case. This review should focus oneach individual element of fault identified in this statement. The purpose ofthe review is to consider and implement service improvements for service usersin the future. The Council should provide evidence to the Ombudsman it hasundertaken the review, as well as what service improvements it has identifiedand implemented.

Case Ref: 21 000 033 Category: Environment and regulation Sub Category: Antisocial behaviour

• The Council has agreed to consider how it monitors continuing reports of inappropriate waste disposal, and whether it should be applying the community trigger to reports similarto those made by complainants.
• If the Council finds that it should be applying the community trigger to such reports, the Council has agreed to provide further training and guidance to staff handling such issues.

Case Ref: 20 012 222 Category: Adult care services Sub Category: COVID-19

• The Council has agreed to remind relevant staff to record decision making and contacts on case records.

Case Ref: 20 007 011 Category: Adult care services Sub Category: COVID-19

• The Council has agreed to produce an action plan for ensuring officers: 1. clearly address disputed issues when assessing people’s needs; 2. always produce a care and support plan and share this with the person.

Case Ref: 20 006 835 Category: Environment and regulation Sub Category: Antisocial behaviour

• Remind relevant staff to be careful of the language they use in case recording and correspondence. The Council should be clear on where something is fact and where it is officer opinion based on evidence.

Case Ref: 20 006 019 Category: Adult care services Sub Category: Disabled facilities grants

• The Council reviewed its current Accessible Homes policy to introduce aspirational timescales for carrying out occupational therapy assessments and for works agreed after having ‘registered' those works as agreed in principle;
• The Council has introduced a procedure for keeping in regular contact with all those awaiting occupational therapy assessments for possible housing adaptations; this will be at least at two-monthly intervals; it will also consider introducing a numbering system so that all clients of the service know where their place is in the queue.
• To Council has produced a comprehensive action plan that has reviewed outstanding case numbers and times taken to assess cases. This is to be kept under review until these have reduced significantly against measurable targets. Officers have briefed Cabinet on these measures.

Case Ref: 20 004 874 Category: Environment and regulation Sub Category: Noise

• The Council reviews its policy to confirm how the Noise App will be used in future investigations.

Case Ref: 20 002 795 Category: Housing Sub Category: Homelessness

• By training or other means, remind officers of the provisions set out in the Housing Act 1996 and Homelessness Code of Guidance, in particular the low threshold, when deciding if the Council has a duty to offer interim accommodation.