Case Ref: 22 000 409 Category: Planning Sub Category: Planning applications

• The Council agreed to review its working practices and procedures relating to document management and decide whether improvements are needed.

Case Ref: 21 010 549 Category: Adult care services Sub Category: Assessment and care plan

• A new procedure has been put in place to ensure care plan review requests are monitored.
• The Council will remind staff dealing with care plan review requests to properly communicate decisions in writing.

Case Ref: 21 001 004 Category: Housing Sub Category: Homelessness

• The Council agreed to review why: appointments were missed; it was slow to resolve the problem of lack of ventilation in the complainant's accommodation; it did not consider alternative options sooner than it did; earlier jobs raised were slow to be completed.

Case Ref: 20 014 372 Category: Housing Sub Category: Allocations

• The Council has agreed to review the way in which it notifies applicants of nominations for, and offers of, accommodation. The Council’s correspondence with applicants should clearly identify where there the applicant is being made a direct offer, and the consequences of this, and alternatively, where they have been shortlisted, with other applicants and may not ultimately be offered the property.

Case Ref: 20 012 623 Category: Adult care services Sub Category: Residential care

• The Council has agreed to ensure the Care Provider implements a system for storing residents’ belongings including an inventory and photographs

Case Ref: 20 012 387 Category: Benefits and tax Sub Category: Council tax

• By 17 December 2021, issue written reminders to relevant staff to: •Adhere to timescales set out in the complaints procedure and address the issues raised in the complaint. •Provide clear written advice to residents at the earliest possible opportunity about whether they are liable for council tax. •Ensure information from the housing department is passed promptly to the council tax department to avoid unreasonable delays in council tax billing.

Case Ref: 20 006 683 Category: Adult care services Sub Category: Assessment and care plan

• Council will remind officers to adhere to the procedures on timescales for responding to referrals, and to complete assessments and care and support plans within a reasonable timeframe.
• Council will discuss with colleagues in other departments on combined or integrated assessment and care planning to ensure the Council has a robust system in place when more than one service is assessing or meeting a person's needs.

Case Ref: 20 005 413 Category: Adult care services Sub Category: Residential care

• The Council will remind Meadbank Nursing Home of the importance of keeping care records securely.

Case Ref: 20 001 099 Category: Other Categories Sub Category: Commercial and contracts

• The Council has agreed that within three months of the date of the decision on this complaint, which is about delay in repairing garages rented from it, it will confirm to the Ombudsman the steps it has taken to confirm so far as is possible that the faults identified in this case doe not recur.

Case Ref: 19 008 708 Category: Benefits and tax Sub Category: Council tax

• The Council will start a review of its procedures to ensure it reconsiders appeal requests within 4 weeks of receiving them.
• The Council agreed to consider what additional steps it needs to take to ensure its appeal submissions and appeal requests are sent to the tribunal service without delay.