Case Ref: 24 005 075 Category: Environment and regulation Sub Category: Antisocial behaviour

• The Council should circulate detailed guidance to all relevant staff, to ensure they understand the purpose and process of an ASB case review.

Case Ref: 24 004 562 Category: Housing Sub Category: Homelessness

• The Council has agreed to stop the practice of offering financial remedies as “full and final settlement” of a complaint, conditional on the complainant closing or withdrawing their complaint or not complaining to the Ombudsman.

Case Ref: 24 010 862 Category: Transport and highways Sub Category: Traffic management

• Remind staff to consider the Public Sector Equality Duty as part of the Council’s decision-making process.

Case Ref: 24 005 624 Category: Benefits and tax Sub Category: Council tax

• The Council will remind complaints officers to address the full complaint in its complaint responses and provide responses in line with the timescales set out in the Council’s corporate complaints policy.

Case Ref: 24 003 907 Category: Housing Sub Category: Allocations

• The Council has agreed to ensure all frontline staff understand the Council’s duty to make reasonableadjustments and know how to identify, record, and act on a request forreasonable adjustments. It will provide training or guidance as needed.

Case Ref: 24 003 027 Category: Housing Sub Category: Homelessness

• Within three months of the decision, the Council will review the causes of the delays identified and produce a plan to avoid a recurrence.

Case Ref: 24 000 559 Category: Adult care services Sub Category: Other

• The Council will remind social workers and their managers of the Council’s duties for people who are placed in the community settings and who lack mental capacity to make decisions about their care arrangements.

Case Ref: 23 021 071 Category: Education Sub Category: Special educational needs

• The Council has agreed to review its procedures for withdrawing a personal budget and ensure that clear notification is given to a service user when the Council intends to withdraw a personal budget with full substantiated reasons and a right of review or appeal.

Case Ref: 23 019 942 Category: Adult care services Sub Category: Assessment and care plan

• The Council will review the wording of its direct payment and personal budget policy regarding those who receive direct payments. It will clarify how oncosts related to being an employer are calculated. This will help service users to understand whether oncosts are a standard amount or assessed on a case-by-case basis.

Case Ref: 23 019 868 Category: Housing Sub Category: Homelessness

• The Council has agreed to provide training or guidance to relevant staff on the expectations of Chapter 21of the Homelessness Code of Guidance relating to gathering evidence and making inquiries about domestic abuse.
• The Council has agreed to remind relevant staff that the Homelessness Code of Guidance explicitly directs that the council should not approach alleged perpetrators of domestic abuse.
• The Council has agreed to remind relevant staff that if they are departing from the Code of Guidance, they should record detailed reasons for doing so in a particular case.