Case Ref: 21 006 254 Category: Transport and highways Sub Category: Parking and other penalties

• Alter the standard wording on its letters rejecting informal representations to comply with the Code of Practice by including information on the right to appeal and issuea reminder to civil enforcement officers (CEOs) that the London Borough of Camden issues virtual permitsrather than physical ones.
• Review its procedures to consider whether a process could be put in place whereby CEOs are able to check whether a motorist has a residents’ permit issued by the London Borough of Camden.

Case Ref: 21 003 657 Category: Housing Sub Category: Allocations

• The Council will review its decision letters to Housing Register applicants to clearly advise of any appeal rights they may have and the timescales in which to submit an appeal, as well as including a link to its Housing Allocations policy.

Case Ref: 21 002 377 Category: Adult care services Sub Category: Assessment and care plan

• By training or other means remind officers that they should consider the impact of a person’s mental health on their ability to meet outcomes and their wellbeing when carrying out a care act assessment and determining their eligibility for care and support

Case Ref: 20 013 993 Category: Children's care services Sub Category: Child protection

• The Council agreed to review its approach to online children's service meetings to ensure that, where a parent tell the Council they cannot access the meeting, the problem is resolved before the meeting continues. It also agreed to provide suitable raining or reminders to staff on the reviewed approach.

Case Ref: 20 013 462 Category: Housing Sub Category: Private housing

• The Council agreed to remind its housing advice staff that they should not make statements to applicants which imply the Council has decided what action to take, when the Council has not yet made a decision or inappropriately encourage applicants to withdraw homelessness applications.

Case Ref: 20 013 446 Category: Benefits and tax Sub Category: COVID-19

• The Council will provide training or guidance to staff to ensure they keep contemporaneous records of decision making and publish relevant policies in future.

Case Ref: 20 012 749 Category: Housing Sub Category: Private housing

• The Council should review how it handles communications from members of the public and how they are then entered on CRM systems in order to ensure they are properly assessed and actioned and then report back to the Ombudsman regarding its findings and proposed action.

Case Ref: 20 008 763 Category: Housing Sub Category: Homelessness

• The Council agreed to ensure inspections by, or on behalf of, the Council are carried out along with necessary checks of accommodation.
• The Council agreed to ensure requests for repairs are referred promptly to landlords/management agents and followed up to ensure they are done.
• The Council agreed to ensure applicants in unsuitable accommodation are found suitable accommodation promptly.

Case Ref: 20 006 295 Category: Housing Sub Category: Allocations

• review the circumstances which led to its failure to respond to Ms Y and Mr Z’s complaint of June 2020 to identify why it did not respond and, if necessary, review its procedures to ensure it identifies complaints and responds to them in accordance with its complaints procedure.

Case Ref: 20 004 583 Category: Adult care services Sub Category: Charging

• The Council has agreed to share its lessons learned with its adult social care and finance teams.