Case Ref: 20 004 835 Category: Housing Sub Category: Other

• The Council will review how it processes mail to ensure it is recorded and reaches the right department.
• The Council will provide all staff involved with its com-plaints procedure with training and guidance about its responsibilities under the Public Sector Equality Duty

Case Ref: 19 018 753 Category: Housing Sub Category: Homelessness

• The Council will review all referrals made under section 198 at the relief duty stage in the previous 12 months. The Council will ensure it issued both the first and second notice correctly. Where the Council has failed to issue a second notice, it will do so without delay and reinstate an applicant’s right to request a review.
• The Council will also remind officers making referrals under section 198 at the relief duty stage of the need to issue two notices and that the second notice must advise applicants of their right to request a review.

Case Ref: 19 015 222 Category: Benefits and tax Sub Category: Council tax support

• The Council agreed to act to ensure suspension letters do not contain incorrect information about appeal rights.
• The Council agreed to take action to prevent the delay that took place dealing with her request to appeal its termination of benefit decision from happening on future cases.

Case Ref: 19 014 970 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to remind its financial assessment team to consider its duties under the Care Act and Autism Act. Specifically, when advising service users about potential benefit eligibility, to ensure it clearly explains the potential impact of additional income.

Case Ref: 19 011 275 Category: Adult care services Sub Category: Safeguarding

• The Council will remind its officers of the importance of effective complaint handling procedures to comply with statutory duties and consider whether training is necessary.