The Council will consider why the miscommunication that led to the Council's delay in arranging a new care provider for the complainant's mother occurred. The Council will identify any steps that are needed to prevent the fault happening again in future. It will send the Ombudsman details of those actions, when they will be completed by, and who is responsible for them.

The Council will remind relevant staff of the importance of giving as much information as possible about the likely costs of adult social care at the time the care is arranged and keeping a record of the advice and information given. This should include explaining that, if a person moves into residential care, the value of their property will be considered when deciding how much they should pay towards the cost of their care, which is likely to mean they will need to pay the full cost of their care.

The Council has agreed to produce a joint service agreement and/or operating procedure for social care andthe adaptations service which clearly identifies how each service contributesto delivering DFGs and ensures services work together to provide a joined-upand timely service to Disabled people.The Council has agreed to produce a leaflet or other form of information to provide DFG applicants which sets out the process and what the applicant can expect, likely timescales, the services involved and who has oversight or is the main point of contact throughout the application.The Council has agreed to provide training or guidance to staff responsible for responding to stage two complaints about the Council’s expected timescales, keeping complainants informed, and giving complaints appropriate priority.The Council has agreed to identify and implement a means of ensuring the Council keeps sufficient central oversight of complaints to identify and address delays responding.