Case Ref: 23 006 102 Category: Transport and highways Sub Category: Parking and other penalties

• Review Ms X’s case to see why the data was cleansed on the first penalty charge notice while data was retained on the second penalty charge notice when both offences happened at a similar time. This is to confirm whether the data cleanse was a one off or if there is some error in the Council’s system. Provide the Ombudsman with a short-written summary of the outcome of the review.
• By training or other means remind staff of the importance of keeping a paper trail and retaining copies of all statutory documents the Council issues to motorists in relation to road traffic offences. This is to ensure the Council can evidence it follows the proper legal process for enforcement of penalty charge notices.
• Remind relevant staff of the importance of providing clear and accurate information to motorists about the penalty charge notices the Council records against them.

Case Ref: 23 001 234 Category: Benefits and tax Sub Category: Council tax

• The Council has agreed to remind relevant staff of the importance of adhering to the Council’s body worn video policy on the retention of footage for three months after an enforcement agent’s visit.

Case Ref: 22 017 201 Category: Adult care services Sub Category: Assessment and care plan

• The Council will send written reminders to relevant staff to ensure decision making Forums clearly record discussions during meetings and to document rationale when deciding what care and support can meet an individual’s eligible assessed needs.

Case Ref: 22 015 497 Category: Housing Sub Category: Private housing

• The Council will change its procedure to ensure it keeps records for its involvement in setting up tenancies under its private landlord scheme.

Case Ref: 22 014 785 Category: Planning Sub Category: Enforcement

• Within three months the Council should advise what it has done to ensure the errors made in the planning application process do not occur in the future, and remind relevant staff about the timescales for its complaint procedure.

Case Ref: 22 011 478 Category: Children's care services Sub Category: Other

• Using this complaint as a case study issue written reminders to relevant staff to ensure they are aware of:The working together to safeguard children 2018 guidance which states councils should draw together relevant information gathered from the child and their family and from other relevant sources when completing parent carers assessments.

Case Ref: 21 015 621 Category: Environment and regulation Sub Category: Noise

• Explain what it will do to prevent staff absence preventing the download and review of noise data.

Case Ref: 21 005 278 Category: Benefits and tax Sub Category: Council tax

• The Council has written a new procedure in response to the complaint. This sets out what to do on its housing benefits administration system when there are multiple changes of universal credit.

Case Ref: 21 004 099 Category: Children's care services Sub Category: Looked after children

• Use this case as an example, to ensure staff dealing with complaints are aware of the circumstances when the statutory complaints process should be used for children’s social care services complaints.

Case Ref: 21 002 909 Category: Planning Sub Category: Enforcement

• The Council will provide evidence of the improvements it states it has made in complaint acknowledgement, tracking and response as a result of a complaint about a planning enforcement matter.