Case Ref: 23 008 946 Category: Planning Sub Category: Other

• The Council will share the findings of the Ombudsman's investigation with relevant officers, along with a copy of the Ombudsman's focus report Equal access: Getting it right for people with disabilities. This is to provide officers with wider examples of faults and good practice concerning reasonable adjustments in service delivery and complaints handling.

Case Ref: 23 008 184 Category: Housing Sub Category: Allocations

• The Council has agreed to review its procedures to ensure:it is able to respond to changes in circumstance which may affect an applicant’s housing priority within eight weeks; andit provides written notification if it is suspending a person from the housing register giving clear reasons why and a right of review.

Case Ref: 23 007 281 Category: Housing Sub Category: Homelessness

• The Council will review and amend any internal policy documents, which say people should not be allowed to view any temporary accommodation (as opposed to interim accommodation) properties in advance of accepting them.
• The Council will review and amend any internal policy documents it has about the checks that should take place to ensure properties are in a reasonable condition before being offered to tenants.
• The Council will also carry out a review, to establish what went wrong in this case inrespect of the complaint handling. It should provide the Ombudsman with a report setting out what action it will take to ensure complaints are dealt with properly.

Case Ref: 23 006 138 Category: Housing Sub Category: Homelessness

• The Council has agreed to remedy complaints from others affected by the delay making a main housing duty decision in line with our published guidance on remedies and the approach n this decision.
• The Council has agreed to remind relevant staff that the suitability of accommodation provided to homeless applicants must be kept under review and records kept showing decision making.
• The Council has agreed to remind relevant staff that the suitability of interim and temporary accommodation includes more than medical suitability and should consider all the relevant needs and circumstances of the applicant
• The Council has agreed to provide a report to the Ombudsman showing the Council’s progress to address the backlog of cases waiting for a main housing duty decision, including the extent of the backlog. The Council will also share this decision and a copy of the report with the relevant cabinet member or scrutiny committee.

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.