Case Ref: 25 008 917 Category: Education Sub Category: Special educational needs

• The Council will provide evidence to the Ombudsman of any process the Council has introduced to monitor provision in EHC Plans and to take action when provision is missing.
• The Council will also complete a training session for those dealing with EHC Plans to remindthem of the duty to secure special educational needs provision in an EHC Planand what happens when things go wrong.

Case Ref: 25 006 800 Category: Benefits and tax Sub Category: Council tax

• Within 2 months: remindingstaff of the importance of accurate, consistent and timely communication inthese matters.

Case Ref: 24 022 844 Category: Environment and regulation Sub Category: Noise

• •as offered, provide evidence the Council’s internal procedures for logging and tracking reports/complaints have been reviewed and improved to prevent similar errors in the future including sharing the lessons learnt from Ms X’s case with relevant staff in their training
• •ensure the Council adheres to its timescales for closing its service users’ alleged noise nuisance cases and inform them when their cases have been closed, setting out the reasons for the case closure
• •remind relevant officers of the correct procedure to deal with alleged noise nuisance complaints in line with Environmental Protection Act 1990. The Council should also clearly record how it assesses and decides whether a statutory nuisance exists.

Case Ref: 24 022 083 Category: Environment and regulation Sub Category: Refuse and recycling

• officers to keep a record of key decision making

Case Ref: 24 017 942 Category: Children's care services Sub Category: Looked after children

• Ensure relevant staff are familiar with the Council’s Joint Housing and Children’s Social Care protocol for homeless 16 and 17 year olds.
• Remind relevant staff that complaints which fall within the remit of the statutory children’s complaints process should be considered under that procedure.

Case Ref: 24 016 999 Category: Benefits and tax Sub Category: Council tax

• The Council will remind staff in its council tax and enforcement teams to share information about its Council’s Discretionary Council Tax Relief scheme with people liable for council tax who may be experiencing hardship.

Case Ref: 24 013 834 Category: Housing Sub Category: Homelessness

• The Council will review its policies and procedures on the assessment of the suitability of accommodation provided to homeless applicants and make any changes needed to ensure this includes clear guidance about:• the steps officers must take to properly assess the suitability of accommodation offered to homeless applicants and record these assessments.• the actions officers should take in response to concerns or complaints from applicants about the suitability of their accommodation.
• The Council will also provide refresher training for officers to ensure they understand the Council’s duties to provide suitable accommodation for homeless applicants and to keep suitability under review.

Case Ref: 24 013 744 Category: Housing Sub Category: Homelessness

• to issue decision letters for all suitability review requests
• improve recording of decisions by Review Team and Medical Assessment Team

Case Ref: 24 013 315 Category: Children's care services Sub Category: Other

• The Council agreed to remind complaint handling staff to progress complaints about the Council’s actions under Section 17 of the Children Act 1989 under the statutory children’s complaints procedure.

Case Ref: 24 011 200 Category: Education Sub Category: Special educational needs

• The Council has agreed to write to us to set out how it will eliminate delays in deciding special educational needs support.
• The Council has agreed to ensure its staff are trained in the principles of good complaint handling.