Case Ref: 23 019 552 Category: Housing Sub Category: Allocations

• The Council will apologise to the 46 housing register applicants whose reviews of its priority decision were delayed between January and July 2024. The apologies should meet the standards set out in the Ombudsman's guidance on remedies.
• The Council will backdate the priority banding of the three housing register applicants whose reviews of the it's priority banding decision was delayed between January and July 2024 and ultimately upheld.
• The Council will review the template letter it uses for medical priority decisions and review outcomes. The review letter should ensure that where staff are refusing an application, they are prompted to explain, in enough detail, how they considered medical information and why the information was either discounted or insufficient to demonstrate a need for medical priority. The Council may want to consider the Ombudsman's recent focus report 'Medical assessments for housing applicants' as part of the review.
• The Council will remind housing staff that when a housing applicant says their health is being affected by disrepair in their property, they should share the details of its Environmental Services team, who can carry out hazard inspections.
• The Council will send the Ombudsman an action plan setting out how it will reduce the wait time for housing register priority banding reviews. The plan should set out the steps the Council will take, who will complete them and by when.

Case Ref: 23 018 987 Category: Adult care services Sub Category: Transport

• The Council will remind staff in its parking and mobility services about the importance of sending all relevant evidence to the Council’s expert assessors for blue badge applications.

Case Ref: 23 018 779 Category: Education Sub Category: Special educational needs

• The Council will take action to ensure procedures are in place to ensure annual reviews are held at the correct time and amended EHC Plans are issued within 12 weeks from the date of the annual review.

Case Ref: 23 017 744 Category: Children's care services Sub Category: Disabled children

• The Council agreed to complete a review of the standard letters used by council officers when reviewing blue badge appeals and amend the standard wording to ensure that they are all clear, accurate and complete.

Case Ref: 23 015 732 Category: Other Categories Sub Category: Leisure and culture

• The Council will remind staff members working in its youth clubs to ensure notes are kept of meetings with parents, particularly where follow-up actions are agreed.
• The Council will remind officers dealing with complaints of the need to ensure the timescales set out in the Council’s complaints procedure are adhered to and that complainants are kept up to date when any delays occur.
• The Council will introduce a formal behavioural policy or review the existing risk assessment to include behavioural issues, how they will be managed, the options available and the means of challenging any decisions to exclude children for a period of time. When that is introduced the Council should carry out a training session for those working with young people in its youth centres.
• The Council will introduce a process to ensure the needs of children with special educational needs who access the Council’s youth services are recorded and to ensure a record is made of any reasonable adjustments required.

Case Ref: 23 015 396 Category: Housing Sub Category: Homelessness

• The Council has agreed to remind relevant staff that refuge accommodation is not reasonable to continueto occupy beyond the short term and that therefore people living in refuges arehomeless for the purposes of part 7 of the Housing Act 1996.
• The Council has agreed to ensure any changes in allocated housing officer are communicated to theapplicant promptly, including contact details for the new officer.

Case Ref: 23 013 246 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council will share the final decision with staff dealing with bin requests to highlight the need to properly communicate with service users and keep them informed of reasons for any delays.

Case Ref: 23 012 966 Category: Housing Sub Category: Homelessness

• The Council has agreed to identify and implement a way of ensuring the actions agreed in an Ombudsman investigation are progressed promptly following a final decision.
• The Council has agreed to ensure the Council tells the Ombudsman in response to draft decisions if it will not be able to complete any recommended actions within the suggested timeframe.

Case Ref: 23 012 109 Category: Housing Sub Category: Homelessness

• The Council will arrange for its Adult Social Care team to review this case to establish how it can prevent delays in the Adult Social Care assessment process such as: 1.considering reasonable adjustments in its triage process and ensuring its staff are familiar with any adjustments which has been agreed; 2.avoiding unnecessary delays to allocate social workers; and 3.avoiding unnecessary delays when it intends to quality review assessments or seek legal advice: and 4.updating policies and procedures as relevant and provide training to staff in its Adult Social Care to ensure existing and amended policies and processes are clear and followed without unnecessary delay

Case Ref: 23 010 172 Category: Transport and highways Sub Category: Traffic management

• Remind staff:•the Council’s website states parking in front of a dropped kerb for a footway is not allowed at any time•the London Councils Code of Practice on Civil Parking Enforcement says vehicles identified as persistent evaders that are not parked in a parking place, may be removed immediately after the issue of a Penalty Charge Notice•the Council’s complaints policy states officers should offer assistance to anyone who might have difficulties in writing their complaint, and that complaints can be submitted by webform, email, telephone or by letter•of the importance of keeping proper and appropriate records, including details of contacts from other professional bodies
• Share this decision with Members and remind Members and Council staff of the Council’s duty to consider reasonable adjustments when people with disabilities request adjustments to enable them to access services.
• Remind Members of the need to include the resident’s consent in the initial contact when making a Member’s Enquiry.
• Review the Member’s Enquiry policy with regard to the Equality Act 2010 and Public Sector Equality Duty, to include details of how service users can request reasonable adjustments, and how the Council will consider these requests.