The Council will share the Ombudsman’s guidance on the principles of good administrative practice with relevant officers and managers. This will help to ensure that communication and complaint handling are timely, effective and accurate.

The Council has agreed to share the learning from this case with the relevant teams;The Council has agreed to provide us with an action plan showinghow it will address its failures to:• properly monitor the service provider’s support for the service userand take effective action to address this; and• ensure, where there are risks to, and concerns about, a service user’s safety, there is an appropriate, agreed plan in place with professionals and others involved with the service user for the action to be taken in response to these concerns.The Council has agreed to send a copy of this action plan to Ms Y.

The Council has agreed to share a copy of this decision with staff in the relevant departments to identify learning from this complaint.The Council has agreed to remind relevant staff that council tenants can apply for a DFG and that the Council’s policy is to use the same process for all adaptations, regardless of tenure. This means the Council must approve works if the legal tests are met.The Council has agreed to remind relevant staff that the tests of “necessary, appropriate, reasonable and practicable” apply to each adaptation separately and provide training or guidance as needed.The Council has agreed to ensure the Council keeps any warning flags, such as “potentially violent”, under regular review and updates all relevant departments where this flag is removed or changed.

The Council has agreed to provide evidence to show that it has changed its procedures and it now automatically informs homelessness applicants of their right to request a review of the suitability of the accommodation when it accepts the main housing duty.The Council has agreed to remind relevant officers of the following: The medical and mobility sections of the personalised housing plan must be completed, and this information must be considered when determining the type of interim accommodation which will be suitable for the applicant.The Council has a continuing duty to keep the suitability of accommodation under review. Where there has been a change in circumstances, officers must properly consider whether the accommodation remains suitable.Where a homelessness applicant says they are at risk of domestic abuse in their accommodation, the Council must carry out a risk assessment to ensure they support the applicant appropriately.The importance of providing timely responses to incoming emails.The types of complaints which should be referred to the Housing Ombudsman.The Council has agreed to review its plan for reducing the length of time families with children and pregnant household members are staying in B & B accommodation, and for promptly moving homelessness applicants to suitable accommodation.The Council has agreed to ensure housing application decision letters are created and sent on a more regular basis, to ensure applicants receive login details within eight weeks of their application.The Council has agreed to investigate why a property inspection did not take place, and take action to ensure inspection requests are appropriately actioned in future.

The Council agreed to review why it failed to deal with the initial Method Construction Statement within the required timescale and act to ensure this cannot be repeated on future cases.The Council agreed to remind relevant officers of the need to investigate concerns raised by neighbours about working hours on sites and put them to developers.The Council agreed to remind relevant officers in Parking Services and Highways of the need to investigate concerns raised by neighbours about development sites.

Remind relevant staff of the Council’s duty to carry out a review of a person’s care plan in a timely manner if their needs for care and support have changed. It will provide training or guidance as needed.

The Council will complete a review of procedures in children’s social care services to ensure those children receiving provision under section 17 of the Children Act 1989 who appear to be in need of adult care and support are identified and receive child needs assessments in good time before their eighteenth birthday.The Council will issue a briefing note to relevant staff to ensure services provided under section 17 of the Children Act 1989 do not end at a child’s eighteenth birthday where they are likely to be entitled to adult social care and support and have not yet had an adult social care assessment.