Case Ref: 21 001 174 Category: Adult care services Sub Category: Assessment and care plan

• The Council will complete a review of its care charging policy, taking into account the Norfolk judgment. If, following the review, the Council decides to make changes to its charging policy that affects the amount someone must pay towards the cost of their care, it should consider whether it is appropriate to provide a remedy to those affected.

Case Ref: 21 000 202 Category: Adult care services Sub Category: Safeguarding

• The Council has agreed to consider issuing staff with training or guidance for best practice when discussing allegations of abuse. This should include clear guidance on where and how concerns are best discussed.
• The Council has agreed to consider whether changes should be made to how the Council considers accommodation needs during a placement breakdown. This should also include a review of how the Council communicates with family members and how it will explore all options available.
• The Council has agreed to provide training and guidance to staff for recording decision making processes where safeguarding concerns are raised. This should include where the decision is not to act, rationales should still be recorded

Case Ref: 21 000 045 Category: Adult care services Sub Category: Transition from childrens services

• Review its standard wording for complaint responses and how it determines whether to use the adult social care or corporate complaint procedure.

Case Ref: 20 014 067 Category: Planning Sub Category: Planning applications

• The Council agreed to issueclear guidance for its staff on the approach it expects them to take when acertificate accompanying a planning application is challenged. It willintroduce a greater level of scrutiny and an audit trail of its decision making.The Council will also ensure it has a process that considers the case forenforcement where it is presented with evidence which might lead it to thinkthe certificate accompanying an application is knowingly false or misleading.

Case Ref: 20 013 417 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to share the lessons learned with its adult social care staff.

Case Ref: 20 012 636 Category: Adult care services Sub Category: Charging

• Review the information it provides to service users about how care will be charged.
• Remind the care provider of the importance of submitting accurate information which impacts on what a service user is charged.

Case Ref: 20 012 498 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council agreed to consider sending assisted collection stickers for bins to all those who qualify for such a collection.
• The Council agreed that it, and the contractor, will remind staff of the need to keep a record of the monitoring done.

Case Ref: 20 007 129 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council will review its complaints policy to specify circumstances where service issues should be managed as formal complaints. Any changes should state how officers will distinguish between service issues and formal complaints to prevent future delays.
• The Council will monitor the commercial waste collections for six weeks and ensure the bins are stored correctly by the respective shops and waste collection crew.
• The Council will complete a twice weekly check of the road for six weeks to see whether it is affected by fly-tipping which merits further investigation.

Case Ref: 20 005 449 Category: Education Sub Category: Alternative provision

• The Council will review lessons learned form this complaint about the provision of education to a child out of school due to illness, and draw up and implement a plan, with timescales, to ensure so far as possible that the faults identified by this investigation do not recur.

Case Ref: 20 005 159 Category: Transport and highways Sub Category: Other

• The Council agreed to review the exceptional circumstances criteria of its vehicle crossover policy. It also agreed to review the way its highways department records decisions and ensure the reasons for a decision are fully explained to applicants.