Case Ref: 24 022 770 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council agreed to remind relevant officers to decide whether residents are making service requests or complaints. Officers should register formal complaints when asked to do so.

Case Ref: 24 021 752 Category: Education Sub Category: Special educational needs

• The Council should provide the Ombudsman with a copy of its SEND improvement plan and evidence of what it has already carried out to improve timeliness of annual reviews and oversight of school attendance and children/young people with Education Other than at School (EOTAS) packages.
• The Council should provide an update on any actions carried out under its SEND improvement plan with regards to timeliness of annual reviews and oversight of school attendance and children/young people with Education Other than at School (EOTAS) packages.

Case Ref: 24 021 278 Category: Education Sub Category: Special educational needs

• The Council will put a new system in place to ensure agreed actions from complaint responses are complied with.

Case Ref: 24 019 017 Category: Education Sub Category: Special educational needs

• The Council will provide an action plan showing how it intends to improve its processes around Education, Health and Care Plans to ensure it holds annual reviews prior to issuing any amended plans and to ensure specialist provision outlined in Education, Health and Care Plans is available and in place at the time plans are issued.

Case Ref: 24 016 941 Category: Environment and regulation Sub Category: Refuse and recycling

• Issue a briefing to relevant staff members to remind them of the importance of following written collection instructions.
• The Council will send us evidence to show it has begun the process of reviewing its collections monitoring procedures. The review should include record-keeping and detail how the Council will keep record of collections monitoring and site visits going forward, so that it can evidence these actions in future if needed. Once the review is complete, the Council will send us evidence of this.

Case Ref: 24 000 950 Category: Children's care services Sub Category: Child protection

• The Council will publish two information leaflets to provide information on the care process.

Case Ref: 24 000 867 Category: Education Sub Category: Special educational needs

• The Council has agreed to send us a plan which sets out what it intends to do to overcome similar difficulties securing home tuition for other children in future.

Case Ref: 23 020 511 Category: Planning Sub Category: Enforcement

• Consider what changes to practice and procedure are necessary to avoid delay in action and the failure to properly investigate planning enforcement complaints and planning enforcement enquiries in the future.
• Review its complaint handling procedure and explain what service improvements it will make to prevent similar occurrences. Any service improvements identified should ensure that complaints made to the Council are processed and responded to in line with its complaint policy.

Case Ref: 23 018 631 Category: Housing Sub Category: Council house sales and leaseholders

• The Council agreed to review why it did not provide an offer within 8 weeks of the Right to Buy application.
• The Council agreed to review why it failed to advise of the right to seek a remedy at court.
• The Council agreed to remind relevant officers of the need to make and retain requests for advice and the advice received from the government Right to Buy Help Team.

Case Ref: 23 017 296 Category: Environment and regulation Sub Category: Antisocial behaviour

• Remind staff to consider reports of alleged anti-social behaviour in line with the Council’s wider anti-social behaviour powers, including the Environmental Protection Act 1990 and Anti-social Behaviour, Crime and Policing Act 2014, not just as part of a review of tenancy agreements
• Remind staff to signpost complainants to the anti-social behaviour case review process.