Case Ref: 22 007 635 Category: Adult care services Sub Category: Disabled facilities grants

• Council has agreed to review its guidance to officers about complying with its policy and process for considering and deciding DFG applications; and
• Council has agreed to review the form of its letters to applicants notifying them of decisions about their DFG application, the reasons for a refusal and their review rights.

Case Ref: 22 007 087 Category: Education Sub Category: Special educational needs

• The Council will issue written reminders to all SEN case officers and their managers of the Council’s duties under the Equality Act 2010; how these may arise in cases of children with special educational needs and EHCPs and what they should consider.

Case Ref: 21 017 716 Category: Other Categories Sub Category: Leisure and culture

• The Council agreed it provided a poor level of customer service.It will deliver customer service training for staff involved to prevent a reoccurrence.

Case Ref: 21 017 674 Category: Education Sub Category: Special educational needs

• The council will issue a reminder to staff that annual reviews must be held within 12 months of the date when the first EHC plan is issued, and then within 12 months of any previous review.

Case Ref: 21 017 441 Category: Education Sub Category: Special educational needs

• The Council will review its Annual Review process to ensure sending letters to the parents/young person with the Council's position on the content or maintenance of an Education and Health Care Plan within timescales specified in the Special Educational Needs and Disability Regulations 2014 is part of the post-review actions in every case. This letter should inform of the appeal rights, if relevant. If the Council proposes to make amendments to the plan, a draft plan with the prosposed amendments should also be attached to the Council's letter.
• The Council will provide all its front-line staff with a training on councils' duties in relation to Section I of Education and Health Care Plans: required content of Section I, legal test for securing mainstream schools and compliance with parental preference depending on the type of a requested placement.

Case Ref: 21 016 387 Category: Transport and highways Sub Category: Other

• The Council has agreed to review the information currently on its website regarding vehicle crossings and ensure any documents applicants are required to consult and abide by are accurate and up to date regarding the Council’s processes.

Case Ref: 20 014 289 Category: Adult care services Sub Category: Transport

• The Council accepted its decision letter responding to the Blue Badge application did not give detailed reasons for its decision as required in government guidance. The Council agreed to change its decision letter template to comply with that guidance.

Case Ref: 20 007 252 Category: Adult care services Sub Category: Assessment and care plan

• Remind relevant officers that care and support assessments must meet the requirements of the Care and Support statutory guidance. Assessments must agree how a person’s needs should be met. Any needs that a carer is meeting should be clearly documented, and the Council should consider putting in place plans to respond to any breakdown in the caring relationship.
• Remind relevant officers of the duty to offer carers’ assessments.

Case Ref: 20 005 998 Category: Environment and regulation Sub Category: Refuse and recycling

• Provide written instructions including photographs of the acceptable arrangements for refuse crews
• Provide guidance to staff to follow the Council’s policy when dealing with service complaints and unreasonably persistent complainants
• Review the assisted bins service to ensure notifications that this service is ending are sent to service users before the service is withdrawn, to enable them to reapply in sufficient time.
• Monitor collection arrangements for 2 further months to ensure they are successful