Case Ref: 20 008 236 Category: Benefits and tax Sub Category: COVID-19

• The council has agreed to take action to ensure staff provide a written response to any customer queries, rather than issuing a revised bill without further explanation.

Case Ref: 20 008 088 Category: Adult care services Sub Category: Assessment and care plan

• Review procedures so that all those who have care commissioned by the Council whether full cost payers or not, have yearly reviews. The Council says it is already in the process of completing this action.

Case Ref: 20 004 992 Category: Education Sub Category: Special educational needs

• 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: 20 003 951 Category: Education Sub Category: Special educational needs

• By 1 July 2021: • Issue written reminders to its staff to ensure they understand: 1. The Council’s duty to provide full-time education where a child cannot attend school because of exclusion, medical reasons or otherwise. 2. That when a child moves into the Council’s area, they must review the EHC plan within either 12 months from the EHC plan being made or last reviewed, or three months from the date of the transfer, whichever is the later.

Case Ref: 20 003 093 Category: Housing Sub Category: Allocations

• The Council has agreed to remind relevant staff of the legal requirement to be satisfied an applicant is eligible before accepting any homelessness duty.
• The Council has agreed to ensure it completes all requests for statutory reviews of homeless decisions.
• The Council has agreed to remind relevant staff of the need to consider support needs as part of homelessness assessments and personalised housing plans.
• The Council has agreed to remind relevant staff of the need to approach issues of domestic violence with sensitivity and care. The Council should consider if staff need refresher training on this subject.

Case Ref: 19 018 432 Category: Benefits and tax Sub Category: Other

• Update the Council policyabout Council Tax Discretionary Relief in order to include a person’s right toappeal decision to the Valuation Tribunal

Case Ref: 19 018 397 Category: Housing Sub Category: Allocations

• The Council has agreed to remind relevant staff that Personalised Housing Plans must be kept under review, in particular when there is a change in duty.
• The Council has agreed to remind relevant staff of the need to consider suitability of interim accommodation, and to keep records of decisions about suitability.
• The Council has agreed to remind staff of the importance of keeping accurate records and issuing correct and relevant decision letters promptly.

Case Ref: 19 017 240 Category: Adult care services Sub Category: Assessment and care plan

• Complete training for staff as to the right to adaptations of owner-occupiers where there is a risk of falling at home.

Case Ref: 19 015 876 Category: Adult care services Sub Category: Disabled facilities grants

• The Council should review its guidance for officers concerning DFG applications. This should include the importance of confirming any changes to a DFG application in writing to applicants. It should also consider a checklist or guidance for homeowners to encourage them to consider the implications and compatibility of any proposed works on the other aspects of their property.

Case Ref: 19 007 538 Category: Housing Sub Category: Allocations

• The Council will improve record keeping when it grants time extensions and also correct potential inconsistencies in how it applies its housing policy.