Provide evidence of the reduced backlog regarding the number of requests for reviews.

o Implement service improvements to ensure staff are reminded not only:· that conducting an assessment is a legal obligation, not a matter ofdiscretion; andensure staff are reminded not only: of the requirement to issue decisions that clearly outline statutory review rights, even in cases where there is no change to the applicant’s banding.

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 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.