Case Ref: 21 001 252 Category: Children's care services Sub Category: Child protection

• The Council has agreed to share this decision and the outcomes of the further investigation with staff and highlight where lessons can be learnt.
• The Council has agreed to review how it considers injustice to complainants and the impact on complainants where complaints are upheld.
• The Council has agreed to review how the outcomes of the further investigation by the Council could have been achieved at stage 2 in the complaints procedure and why the outcomes were not identified at the time.

Case Ref: 20 013 468 Category: Housing Sub Category: Allocations

• The Council will consider how the Council can ensure the DFG process is effectively coordinated between Adult Social Care and Housing.
• The Council will ensure applicants for Disabled Facilities Grants are informed of the timescales and any possible delay.
• The Council will produce guidance or information for applicants for Disabled Facilities Grants explaining the process and the various Council departments involved. This should be provided at the outset by the Occupational Therapist.

Case Ref: 20 012 429 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council will undertake a review of its processes with respect to the suspension of housing benefit claims. This review will be targeted at identifying service improvements for claims suspended due to the customer also claiming carers allowance.

Case Ref: 20 012 072 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council will remind staff involved in the Council’s complaints procedure of the importance of meeting the timescales set out in the complaints policy.

Case Ref: 20 010 415 Category: Education Sub Category: School transport

• The Council will provide those involved in school transport appeals and the complaints procedure with guidance to help them distinguish between an appealable issue and a complaint.

Case Ref: 20 008 280 Category: Adult care services Sub Category: Disabled facilities grants

• The Council has agreed to consider how it can ensure the DFG process is effectively coordinated between Adult Social Care and Housing.
• The Council has agreed to ensure applicants for Disabled Facilities Grants are informed of the timescales and any possible delay.
• The Council has agreed to produce guidance or information for applicants for Disabled Facilities Grants explaining the process and the various Council departments involved. This should be provided at the outset by the Occupational Therapist.

Case Ref: 20 007 158 Category: Children's care services Sub Category: Child protection

• The Council has agreed to remind social workers of the need to ensure reports are shared with attendees in good time before meetings and conferences take place.

Case Ref: 20 003 111 Category: Children's care services Sub Category: Child protection

• The Council will: • Remind staff to adhere to its assessment procedure, Local Assessment Protocol, and the timescales set out in the Children Act 1989; and