Case Ref: 23 014 746 Category: Children's care services Sub Category: Looked after children

• The Council has agreed to review how it ensures that Special Guardianship Order cases are transferred to the long term kinship team.
• The Council has agreed to arrange for an interdepartmental meeting to review current internal expectations and agreements. This should be with a view to ensuring that departments have accurate expectations of each other and do not give false expectations to service users about what each department can provide.
• The Council has agreed to review how it can ensure that it communicates with Social Care service users about expectations of support, and how it can avoid making agreements of support before identifying whether the support is achievable. This should have particular focus on how officers and managers clarify whether support is achievable.
• The Council will review how the Council will ensure the Housing department are evidencing how and when it is considering exercising discretion on applications to the housing register.
• The Council will share a copy of the final decision with the relevant social care and housing mangers

Case Ref: 23 014 678 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to provide us with an action plan which sets out how, in future, it will avoid similar delays to its panel hearings and similar failures to consider reviews of needs assessments.

Case Ref: 23 014 223 Category: Adult care services Sub Category: Charging

• The Council has agreed to issue a memo reminding officers handling reablement requests of the requirement to provide free reablement care for up to six weeks whether or not there are eligible care needs for ongoing care and support.

Case Ref: 23 013 383 Category: Adult care services Sub Category: Assessment and care plan

• Complete an action plan detailing the timeline to confirm when the corrective action will be completed. Ensure there is senior officer oversight of progress to ensure no further delays occur.

Case Ref: 23 012 847 Category: Adult care services Sub Category: Disabled facilities grants

• The Council will provide evidence showing the processes it now has in place to ensure greater scrutiny of contractors appointed to complete DFG work.

Case Ref: 23 011 217 Category: Housing Sub Category: Homelessness

• Deliver refresher training to all caseworkers on writing good quality decisions.

Case Ref: 23 009 571 Category: Adult care services Sub Category: Other

• The Council will consider reviewing how it logs and decides on which type of complaint it is being presented with by a resident. This will help to ensure it uses the correct sign off in its initial complaint response and does not offer an escalation route if the type of complaint does not warrant it.
• The Council will put a process in place to ensure people are not disadvantaged by supplier failure or delay when providing assistance equipment to those who need it. This will help to ensure that equipment is provided in a timely manner.

Case Ref: 23 009 270 Category: Adult care services Sub Category: Disabled facilities grants

• The Council delayed in completing bathroom adaptations agreed under a disabled facilities grant, and in providing the replacement equipment. It failed to keep clear, accurate and complete records which likely contributed to drift and delay. It will remind relevant staff members to keep clear, accurate and comprehensive records, and to ensure there is a clear record of any meeting held.
• The Council will share the outcome and learning points from the Ombudsman's investigation with relevant staff members including the occupational therapist and adaptation surveyors.

Case Ref: 23 007 469 Category: Adult care services Sub Category: Disabled facilities grants

• Provide the Ombudsman with evidence of the following service improvements the Council has put in place to prevent future delays, as mentioned in its responses to Ms X and Ms Y’s complaint:a)recruit additional staffb)review the way specialist adaptations were orderedc)arrange an external provider to carry out OT assessments on its behalf.
• Share a copy of this decision with staff in the relevant departments to identify lessons learnt from Ms X and Ms Y’s complaint.
• By training or other means remind relevant staff of the importance of communicating effectively with service users and in a timely manner about their DFG applications and explain the stages of the DFG process.
• Provide the Ombudsman with an action plan to demonstrate how the Council will prevent significant delays for dealing with DFG applications and completing agreed and suitable adaptations for service users.

Case Ref: 23 001 938 Category: Adult care services Sub Category: Assessment and care plan

• Put in place new procedures to ensure that people are kept up to date when they request an assessment of their care needs, and are told of any delays in processing this request.