Case Ref: 23 009 927 Category: Transport and highways Sub Category: Other

• The Council will review how transport related queries from the public are logged and dealt with to ensure these are followed up as necessary and dealt with in a timely manner.
• The Council will review its complaint procedure and take any necessary action to ensure complaints receive a reply in accordance with its published policy and correspond to the complaint as made.

Case Ref: 23 006 829 Category: Housing Sub Category: Allocations

• The Council will provide guidance to relevant staff to ensure an adequate record is kept of homelessness enquiries.

Case Ref: 23 005 003 Category: Education Sub Category: Special educational needs

• The Council will remind staff dealing with Education, Health and Care plans about the need to include personal budget information (where applicable) in line with statutory guidance and to check personal budget amounts are sufficient to secure special educational provisions in Education, Health and Care plans.

Case Ref: 23 002 357 Category: Housing Sub Category: Allocations

• By training or otherwise remind staff to properly reassess applicants’ housing priorities when they are no longer entitled to priority for homelessness in line with the Council’s allocation scheme.
• Remind relevant staff about the importance of issuing applicants with the Council’s decision letters to ensure they are notified of any updates and/or changes to their housing register bandings.
• Provide the Ombudsman with evidence the Council has reminded all staff about their duties and for staff to ensure they always provide applicants with correct information.
• Provide the Ombudsman with evidence the Council has conducted further staff training on Customer Services to improve its overall service delivery.

Case Ref: 22 010 606 Category: Adult care services Sub Category: Other

• The Council together with the relevant health authority will review the agreement it has in place for section 117 aftercare aligns with the Mental Health Act 1983 Code of Practice and its statutory responsibility.
• The Council together with the relevant health authority will consider and put a process in place so it can monitor and be aware of cases where it has statutory responsibility to provide section 117 aftercare to a person being discharged from hospital.

Case Ref: 22 012 395 Category: Education Sub Category: School admissions

• The Council will review the handling of this complaint, in particular concerning the relationship between the Fair Access Protocol and in-year school admission applications.

Case Ref: 22 007 749 Category: Education Sub Category: Special educational needs

• The Council has agreed within to review its procedures to ensure in cases where children are not accessing education, make it a priority to identify the cause of the problem, providing alternative education in accordance with its statutory duties and obtain medical evidence to support decisions where appropriate.

Case Ref: 22 005 899 Category: Education Sub Category: School admissions

• The Council will review the handling of this complaint, in particular concerning the relationship between the Fair Access Protocol and in-year school admission applications.

Case Ref: 22 004 830 Category: Environment and regulation Sub Category: Licensing

• The Council has agreed to consider updating its HMO license web-form to provide clarity on the question relating to different kinds of flats so that owners of individual self-contained, but purpose-built flats can input the correct information without confusion.

Case Ref: 22 000 672 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council has agreed to review whether any further requests for housing benefit to be paid to landlords were missed and identify what steps the Council can take to ensure that this does not happen again.