Case Ref: 21 017 658 Category: Housing Sub Category: Allocations

• The Council agreed to provide training to its housing staff to ensure they can recognise when someone is reporting a possible statutory nuisance and how to refer the complaint, or complainant, to the appropriate Council team.
• The Council agreed to review how it manages adult social care assessment to ensure it can arrange and complete these within a reasonable period of time.

Case Ref: 21 014 338 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to ensure that dates for response are agreed with complainants at the outset of the complaint process.
• The Council has agreed to ensure staff are clear about the need to record conversations and keep an accurate record of decisions.
• The Council has agreed to review, at senior level, the process by which the Council takes advice from health colleagues on discharge and puts this into practice.

Case Ref: 21 012 734 Category: Environment and regulation Sub Category: Noise

• The Council will review its procedure for how it progresses noise nuisance investigations and actions during seasonal periods, in which an alleged nuisance does not occur, to avoid delays and missed opportunities to address the issue with the person, or business, who causes the nuisance.
• The Council will remind its Environmental Protection officers to communicate with complainants during key stages of the Council’s noise investigation, including when there are delays or an investigation is taken longer than anticipated.
• The Council will remind its staff about the expected timeframes for the Council to acknowledge and respond to the complaints it receives, and to tell complainant if there are delays in the process and when a response will be provided.

Case Ref: 20 013 525 Category: Environment and regulation Sub Category: Refuse and recycling

• A senior officer of the Council with no prior involvement in the complaint will undertake a review of the complainant's case. The review will focus on the Council’s contact responsiveness, its complaints process and the time which lapsed without a solution being made available. The review will identify improvements to be implemented by the Council in order to enhance its communications policy and timely delivery of services.

Case Ref: 20 010 797 Category: Benefits and tax Sub Category: COVID-19

• The Council will remind relevant staff to provide a written decision in response to requests to update business rates records.

Case Ref: 20 007 360 Category: Children's care services Sub Category: Other

• The Council agrees to remind staff dealing with children’s services complaints: •Which complaints should be considered using the statutory process. •The importance of adhering to the timeframes set out in the statutory guidance.

Case Ref: 20 005 961 Category: Planning Sub Category: Planning applications

• Remind its Compliance Team’s staff of its responsibilities to monitor and investigate breaches of planning conditions as set out in the law and its own policy.