Case Ref: 21 017 652 Category: Adult care services Sub Category: Assessment and care plan

• Remind staff dealing with adult social care complaints of the timescales outlined in the Council’s complaints procedure.

Case Ref: 21 017 578 Category: Adult care services Sub Category: Transport

• provide a written policy about how the Council assesses people with hearing loss for a Freedom Pass so applicants can make an informed decision before applying.

Case Ref: 21 014 948 Category: Adult care services Sub Category: Transition from childrens services

• Review how it operates the statutory childrens complaints process and update internal guidance to reflect any changes needed.
• Deliver training to relevant staff to ensure the fault does not recur, in particular training on the role of the review panel and when it should refer matters to it.

Case Ref: 21 013 935 Category: Housing Sub Category: Council house sales and leaseholders

• c) The Council will explain what it will do to ensure it is only requesting information necessary to determine the eligibility of applicants. The information the Council requests should be proportionate and in line with legislation and guidance on the matter. The Council should amend any internal guidance to reflect this.
• d) The Council will undertake a review to determine whether any other applications have been closed in similar circumstances; it will provide its findings to the Ombudsman. The Council will explain what action it will take with any applications it finds were wrongly closed.

Case Ref: 21 012 425 Category: Children's care services Sub Category: Other

• The Council will provideits staff dealing with the Children’s Services complaints with the training onthe statutory children’s complaint procedure, including eligibility criteriafor considering complaints within children statutory complaint procedure asexplained in paragraph two of the Statutory Guidance ‘Getting the best out ofcomplaints’.
• The Council will consider introducinga template for the Council’s response letter in stage two of the complaintprocess, which would include:a) information on the right to escalate complaints to stage three;b) timescales for making such request.
• The Council will review its Corporate Complaint Policy and consider amending paragraph five ofthe policy to include matters which would be considered under children’sstatutory complaints process.
• The Council will consider introducinga policy on the children’s statutory complaints procedure with much moredetailed information than currently on the Council’s website, including as aminimum:a) Who can raise complaints in these proceedings;b) What can be complained about;c) Details of the timescales and process.The Council shouldprovide us with evidence it has completed the above actions.

Case Ref: 21 008 441 Category: Children's care services Sub Category: Other

• That the Council, by training or other means, ensures officers are able to identify what complaints should be considered through the statutory complaints process. This is to ensure eligible complaints are considered through the statutory process

Case Ref: 21 008 274 Category: Transport and highways Sub Category: Parking and other penalties

• The Council agreed to amend its website to make it clear it will consider all applications for disabled parking bays from blue badge holders on a case-by-case basis when the applicant is in receipt of the lower mobility rate component of Disability Living Allowance.
• The Council agreed to ensure relevant staff are aware that applications for disabled parking bays, where the applicant has a blue badge but does not receive the higher mobility rate for Disability Living Allowance, should be considered on a case-by-case basis.

Case Ref: 20 012 369 Category: Adult care services Sub Category: Direct payments

• Ensure staff involved in safeguarding investigations have appropriate training and guidance to ensure investigations are started appropriately and completed without delay
• Ensure staff in client affairs have appropriate training around Lasting Power of Attorney's and safeguarding to ensure they manage client's finances correctly.

Case Ref: 21 010 091 Category: Education Sub Category: Alternative provision

• The Council should demonstrate that it has provided training to relevant staff on the importance of progressing early assessments and Education, Health and care plans where needs may have been identified.

Case Ref: 21 004 901 Category: Benefits and tax Sub Category: COVID-19

• The Council will remind those staff deciding COVID-19 grant awards of the importance of considering evidence, explaining their decisions and explaining how to appeal or complain, in line with the Ombudsman’s Principles of Good Administrative Practice.