Case Ref: 24 023 222 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will issue written reminders to relevant staff to ensure they provide accurate information to residents who enquire about who can park across dropped kerbs.

Case Ref: 24 021 776 Category: Adult care services Sub Category: Assessment and care plan

• • Review the Council’s handover process for when relevant staff leave or change. Ensure relevant staff are properly updated on cases and any outstanding actions to be taken to ensure continuity.
• • Review its process for sourcing and arranging transport for service users.
• • Remind relevant staff of the importance in provide updates to service users/relatives, particularly when there are ongoing delays.

Case Ref: 24 021 154 Category: Education Sub Category: Special educational needs

• The Council agreed that it would brief its Special Educational Needs Caseworkers on the importance of bringing forward reviews of Education, Health and Care Plans where children or young people's circumstances significantly change. For example, where there has been a breakdown of a school placement and the Council cannot secure another placement immediately. The briefing would encourage officers to not only focus on searching for alternative placements, but also encourage them to use reviews as a way of considering how the Council can deliver the education provision set out in a Plan while the child or young person is out of school. This was after this investigation found the Council failed to arrange a review, or make that provision, afterexhaustive searches for an alternative school placement yielded no success.

Case Ref: 24 019 953 Category: Environment and regulation Sub Category: Antisocial behaviour

• By training or other means, remind relevant staff of the importance of taking reasonable steps to properly investigate noise disturbance and anti-social behaviour concerns raised by the Council’s service users. Also, ensure the Council’s assessment and investigation into these concerns are completed in a timely manner.
• Ensure the Council properly communicates with its service users and provide them with sufficient information about how the Council considers and investigates noise disturbance and anti-social behaviour concerns.
• Provide its service users with clear information about the anti-social behaviour review process in a timely manner should they wish to request the review.
• Remind relevant staff the importance of adhering to the Council’s complaint process timescales.

Case Ref: 24 017 577 Category: Housing Sub Category: Allocations

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

Case Ref: 24 016 201 Category: Children's care services Sub Category: Looked after children

• The Council will consider the range of people who may be appointed to undertake Stage 2 statutory complaint investigations and inform this office of the actions it will take to expand the pool of investigators and panel members it can call upon to consider statutory complaints.

Case Ref: 24 014 802 Category: Adult care services Sub Category: Assessment and care plan

• •Remind relevant staff the Council cannot apply blanket cost policy when considering placements and must have genuine alternatives to offer.
• •Remind staff of the need to involve service users, and their representatives, when it proposes to make significant adjustments to their care support.

Case Ref: 24 014 544 Category: Housing Sub Category: Allocations

• o Implement service improvements to ensure staff are reminded not only:· that conducting an assessment is a legal obligation, not a matter ofdiscretion; and
• ensure 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.

Case Ref: 24 012 740 Category: Children's care services Sub Category: Child protection

• The Council agreed to remind relevant social work staff of the importance of good communication with parents from the outset of child safeguarding concerns and of the information which should be explained to parents in such cases.

Case Ref: 24 009 865 Category: Housing Sub Category: Other

• 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.