Case Ref: 20 000 866 Category: Benefits and tax Sub Category: Council tax

• The Council has agreed to remind relevant staff that notes and records should contain enough information to enable other officers to give accurate and relevant information and advice.

Case Ref: 19 020 503 Category: Housing Sub Category: Homelessness

• The Council was at fault in not issuing a Personalised Housing Plan when a homeless applicant sought help with housing. The Council has agreed to issue guidance to officers that even if an applicant had previously had a Personalised Housing Plan a new one should be drawn up for each application.

Case Ref: 19 019 618 Category: Adult care services Sub Category: Disabled facilities grants

• The Council agrees to provide the Ombudsman with evidence that since it started the new process it is meeting the timeframes set out in the DFG guidance.

Case Ref: 19 019 512 Category: Adult care services Sub Category: Transport

• The Council should review its procedures for processing applications for Freedom Passes to ensure the delays experienced by Miss X do not recur.

Case Ref: 19 018 861 Category: Benefits and tax Sub Category: Council tax

• The Council has agreed to develop an information sharing agreement or memorandum of understanding between the relevant teams in benefits and council tax to ensure relevant information is shared in a timely and efficient manner.

Case Ref: 19 016 507 Category: Adult care services Sub Category: Safeguarding

• The Council will send the Ombudsman evidence of the following actions: sharing the outcome of its enquiry with another local authority and the Care Quality Commission; ensuring care and support plans now record both core hours and any payments for additional support; and raising the learning from this complaint with senior management and sharing the feedback across its adult social care service.

Case Ref: 19 016 156 Category: Benefits and tax Sub Category: Council tax

• The Council has agreed to produce guidance for relevant staff on the process for assessing requests for s13A discretionary Council Tax Relief.
• The Council has agreed to remind relevant staff to keep records of all decisions.
• The Council has agreed to remind relevant staff that all decisions communicated to taxpayers should explain any rights of appeal to the Valuation Tribunal.

Case Ref: 19 014 439 Category: Housing Sub Category: Allocations

• The Council has agreed to review the wording in the decision letter and form it sends to applicants who are approved for emergency housing. It will ensure they accurately convey what it says in the housing allocations scheme about bidding and direct offers for applicants with Band A priority.

Case Ref: 19 014 290 Category: Housing Sub Category: Homelessness

• The Council has agreed to remind staff that a person can approach any department to make a homeless application.
• The Council has agreed to issue guidance to staff who have contact with customers to help them identify when a person has indicated they may be homeless or threatened with homeless and what to do in such circumstances.

Case Ref: 19 012 432 Category: Education Sub Category: Special educational needs

• The Council has reviewed its annual review process for special educational needs. As part of that all cases where recommendations are made as part of a review are considered by a management panel. The Council also monitors decisions to ensure the appropriate actions are completed.