Case Ref: 24 011 517 Category: Education Sub Category: Special educational needs

• The Council agreed to review how it arranges and oversees packages of none-school-based education. The Council should ensure it has adequate processes in place to check that packages are in place and that these are reviewed at suitable intervals.
• The Council agreed to review how it manages absences of special educational needs staff to ensure workloads/cases are managed effectively when assigned staff are not available.
• The Council agreed to remind relevant staff about how they should follow the Council’s complaints procedure, including any requests for escalation, and how to ensure complaints are recorded properly.

Case Ref: 24 008 582 Category: Housing Sub Category: Homelessness

• The Council has agreed to stop the practice of offering remedies as “full and final settlement” of a complaint and requiring complainants to sign forms which imply they cannot continue their complaint further if they accept.
• The Council has agreed to share this decision, our previous decisions about Ms Y’s case, and the actions identified with the relevant Cabinet Member or scrutiny committee to ensure democratic oversight.

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: 23 016 790 Category: Other Categories Sub Category: Leisure and culture

• The Council has agreed to share a copy of the Ombudsman's Principles of Good Administrative Practice with officers involved in this investigation.
• The Council has agreed to refine its procedure for reviewing applications and allocating sporting resources to local groups. It will specify that mandatory moderation should take place after applications are scored. It will also specify that decisions on allocating resources are formally documented at the time they are taken, in a manner consistent with the Ombudsman's Principles of Good Administrative Practice.

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.