Case Ref: 23 001 858 Category: Adult care services Sub Category: Transport

• Provide guidance to staff regarding dealing with complaints about Blue Badge application processes properly through the corporate complaints process.
• Share a copy of this decision with staff in the relevant departments to consider the lessons that can be learned from this case.
• Provide an action plan showing how the Council will corporately record, assess, make decisions and deliver reasonable adjustments requested by its service users.
• Refer this decision, the action plan and the lessons learned outcomes to the relevant Cabinet Member and the Overview and Scrutiny Committee.

Case Ref: 22 014 239 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to review its case management of adult social care cases to ensure that cases where no action or communication has taken place for more than three months, are picked up and dealt with appropriately.

Case Ref: 23 005 790 Category: Children's care services Sub Category: Child protection

• The Council will remind child protection conference chairs of the pan-London guidance regarding quorate Child Protection Conferences.
• The Council will remind child protection conference chairs that, where a Child Protection Conference is not quorate, but the chair decides to proceed in any event, they should record their reasons.

Case Ref: 23 003 555 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will make changes to its website to clarify the discretionary criteria for a personalised parking bay.

Case Ref: 23 002 970 Category: Housing Sub Category: Homelessness

• The Council will remind relevant officers of the importance of making proper enquiries before reaching a decision on whether an applicant is in priority need of housing.
• The Council will review its processes to ensure it provides appropriate support to homeless applicants and those applying to its housing register, who do not speak or read and write in English, to complete forms and otherwise access those services. This should include providing interpretation services where appropriate.

Case Ref: 23 002 183 Category: Environment and regulation Sub Category: Other

• The Council will review the adequacy of the Council’s waste collection and street cleaning services to ensure it delivers services in line with its published timescales and standards.
• The Council will review and approve the its Draft Waste Management Strategy 2018-2030 to enable staff and its residents to be able to rely on an approved Policy for its waste and street cleaning services.
• The Council will review why the its complaints procedure was not adhered to. It should also remind its Complaints Team to ensure it responds to the complaints it receives and does so within the timescales set out in its Complaints Policy.

Case Ref: 22 016 414 Category: Planning Sub Category: Planning applications

• The Council will remind relevant officers to adhere to the Council’s complaints handling policy and timescales. This will help to ensure it communicates with complainants in a clear and timely manner.
• The Council will remind relevant officers to ensure they are aware they should communicate with complainants (outside of the complaints process), without unnecessary delay. If there are going to be delays, they should keep complainants updated. This will help to ensure people are communicated with in a timely and transparent manner.

Case Ref: 22 016 130 Category: Housing Sub Category: Allocations

• The Council should send written reminders to relevant housing staff that responsibility lies with the Council to make decisions on whether to award priority for applications, not medical advisors. It should also remind them to ensure decision letters clearly explain how the Council has reached its decision and what account it has taken of evidence provided, as well as the views of its medical advisors.

Case Ref: 22 016 112 Category: Housing Sub Category: Allocations

• The Council has agreed to review its medical assessment procedure to identify where improvements could be made to speed up the processing of applications.

Case Ref: 22 015 748 Category: Adult care services Sub Category: Domiciliary care

• The Council will share a summary of the learning points from the complaint with relevant staff to ensure that in future there is no undue delay in reinstating care and support after a care package has been withdrawn.
• The Council will remind relevant staff the Care Act 2014 requires it to complete a financial assessment at the time a care package is arranged, and that it is therefore important for social workers and finance staff to work together to avoid a delay in doing this.