Case Ref: 22 000 071 Category: Adult care services Sub Category: Assessment and care plan

• The Counci will remind staff of the importance of continuing to ensure the adult's care needs are being met when their care plan is under review, particularly if they are without adequate care during a period of dispute.
• The Council will remind staff of the needs to involve service users when it proposes to make significant adjustments to their care support.
• The Council will remind staff of its duty to clearly set out how a person's eligible care needs will be met, particularly where it proposes to reduce someone's care hours.
• The Council will take action to ensure staff do not fetter their discretion when making support planning decisions.

Case Ref: 21 018 626 Category: Education Sub Category: Special educational needs

• The Council will review its processes for commissioning or arranging occupational therapy provision to ensure it can access assessment and therapy services when children and young people require it.
• The Council will review how it assures itself that providers it commissions to deliver specialist provisions can meet the educational provision specified in children and young people’s Education, Health and Care Plans.

Case Ref: 21 018 504 Category: Environment and regulation Sub Category: Other

• The Council will remind staff when an owner of an abandoned vehicle has been located and the Council has contacted the owner, to wait for the full notice period to lapse before disposing of it.
• The Council will revise its notice letter it sends to owners of abandoned vehicles so it is clear what the notice period is and what action it intends on taking.

Case Ref: 21 017 036 Category: Housing Sub Category: Allocations

• the Council has agreed to:review its guidance to staff on handling complaints where the complainant is accessing the legal protocol for housing disrepair claims. The Council should make sure it is clear to staff when complaints about homelessness applications and housing register applications, including requests by Council tenants to move to different accommodation, should be treated as separable from the legal protocol
• the Council has agreed to:circulate a reminder to relevant staff that requests by Council tenants to transfer to different accommodation should be forwarded to its Housing Register and Advice Team. This should include details of the circumstances when such a request should be promptly forwarded to its Housing Register and Advice Team for a decision on whether it qualifies as an “essential decant request” under the Council’s housing allocations scheme
• the Council has agreed to:share this decision with relevant staff members.

Case Ref: 21 016 602 Category: Adult care services Sub Category: Assessment and care plan

• The Council will review its complaints handling and provide training if necessary.
• The Council will review its equipment ordering audit.

Case Ref: 21 016 241 Category: Adult care services Sub Category: Assessment and care plan

• Review Mr X’s care plan to ensure he is receiving the correct amount of care.

Case Ref: 21 015 894 Category: Benefits and tax Sub Category: Council tax

• The Council will remind relevant officers they should consider placing a hold on accounts with enforcement agents when customers advise they have not received recovery notices.

Case Ref: 21 015 643 Category: Benefits and tax Sub Category: Council tax

• By training or other means, reminds officers of the provisions of the Government guidance on collection of Council Tax arrears to ensure they are willing to negotiate payments at any time in the process and work with bill payers to agree an affordable and sustainable payment plan to be paid within a reasonable timeframe.

Case Ref: 21 015 640 Category: Benefits and tax Sub Category: Other

• Review why officers did not communicate Mr X’s contact and revised liability with enforcement agents and why officers did not make clear to Mr X that he would need to pay a £75 fee to bailiffs separately to clearing the revised council tax liability. The Council should carry out any appropriate training or policy updates that are required to ensure appropriate communication with the public and enforcement agents in such circumstances in future.

Case Ref: 21 015 440 Category: Adult care services Sub Category: Residential care

• The Council will ensure the Care Home reviews its Visitor Policy to include how it will review any procedures in place, which restricts visitors contact with service users in the Care Home. This includes how often reviews will take place and how it notified the persons affected of its decisions.
• The Council will ensure the Care Home reminds its staff of the requirement to review procedures for restricting visitor’s contact with service users of the Care Home as set out in its Visitor’s Policy.