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.

Case Ref: 20 013 681 Category: Children's care services Sub Category: Adoption

• The Council agreed to review its Guidance on Adoption Allowances and Support to ensure it is clear on the financial support that is available and when.
• The Council agreed to brief relevant staff including those in the Adoption Agency of the procedure for requesting financial support.
• The Council agreed to remind all staff on the complaints team that any complaint about a child or any children’s services must be reviewed to ensure the correct procedure is followed.

Case Ref: 20 007 386 Category: Adult care services Sub Category: Other

• The Council has agreed to remind staff of the importance of notifying next of kin when a person is moved into residential care.

Case Ref: 20 004 448 Category: Adult care services Sub Category: COVID-19

• The Council has agreed to identify the action it needs to take to make sure it: a) does a person-centred risk assessment before deciding someone’s needs can be met at another care home; b) provides people with indicative personal budgets; c) responds to requests for information about third-party top-ups for care home fees; d) does not delay in sending people a care and support plan.