Case Ref: 23 005 023 Category: Planning Sub Category: Enforcement

• The Council agreed to remind officers of the need to record concerns raised by neighbours making representations so these are available for the decision maker.
• The Council agreed to remind officers of the need to clearly record any agreement reached with those making representations about site visits.
• The Council agreed to review why her complaint did not follow the timescales set out in the complaint procedure, so these failures are not repeated in future.

Case Ref: 23 004 153 Category: Adult care services Sub Category: Disabled facilities grants

• 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.

Case Ref: 23 010 991 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed to identify the action it is going to take to ensure it always produces a care and support plan when it has identified eligible care needs.
• The Council has agreed to identify the action it is going to take to ensure officers respond to requests for information from care providers
• The Council has agreed to identify the action it is going to take to ensure officers are aware that self-funders do not need to share their financial information if they are happy to fund their own care.
• The Council has agreed to identify the action it is going to take to ensure people receiving care and support know what they need to do if they want to make changes to their care arrangements.
• The Council has agreed to identify the action it is going to take to ensure care workers do not make informal arrangements with clients about when they will attend.

Case Ref: 23 008 445 Category: Education Sub Category: School transport

• The Council will review its home to school transport policies to ensure they comply with legislation and government guidance, in particular concerning accompaniment.

Case Ref: 23 005 480 Category: Adult care services Sub Category: Charging

• The Council should provide an action plan showing how it will improve the financial assessment team’s communication with service users and their representatives.

Case Ref: 23 004 065 Category: Housing Sub Category: Private housing

• Send a written reminder to officers in the Property Regulation team about the importance of good record-keeping and the need to make a contemporaneous record of property inspections and telephone calls.

Case Ref: 23 003 422 Category: Adult care services Sub Category: Charging

• The Council will issue written reminders to relevant staff to ensure they appropriately communicate with service users or their representatives about issues to do with financial assessments and their care without undue delay.

Case Ref: 23 000 441 Category: Housing Sub Category: Private housing

• The Council has agreed that it will issue a reminder to relevant officers to keep appropriate records of telephone conversations.
• The Council has also agreed that it will issue a reminder to relevant officers about which cases should be referred to the Housing Ombudsman Service and which should be referred to the Local Government and Social Care Ombudsman.

Case Ref: 22 015 384 Category: Housing Sub Category: Homelessness

• The Council will review how it can improve information sharing between its Housing and Temporary Accommodation Team to ensure changes in Notice to Quit processes are communicated without delay to applicants.
• The Council will remind officers to adhere to timescales agreed with applicants to respond, take actions, or seek approvals from managers to avoid unnecessary uncertainty or heightened expectations.

Case Ref: 22 014 730 Category: Housing Sub Category: Allocations

• The Council will remind staff of deadlines for responding to review requests, and fully note and demonstrate how decisions are reached when considering advice from medical advisors, for example the weight given to the advice, and what other considerations were taken into account.