Case Ref: 24 007 529 Category: Children's care services Sub Category: Other

• The Council has agreed to remind staff of the importance of accurate recording keeping and the important role this plays in decision making during casework, but also during complaint handling.

Case Ref: 24 006 348 Category: Transport and highways Sub Category: Parking and other penalties

• The Council has agreed to remind relevant staff, including those employed by its enforcement agents, that they need to consider vulnerability promptly, record any decisions and clearly coordinate action between the Council and the enforcement agent.

Case Ref: 24 000 158 Category: Education Sub Category: Special educational needs

• By training or other means, remind officers that they should discuss with parents/carers whether a personal budget is appropriate once it has issued the draft Education, Health and Care Plan.

Case Ref: 23 008 265 Category: Adult care services Sub Category: Residential care

• Improve the information on its website to include information about the complaints process for people who are unhappy with council-funded care. Ensure that the webpage is clear about the fact the statutory adult social care complaints procedure is a single-stage investigation process before escalation to the Ombudsman.

Case Ref: 23 006 554 Category: Education Sub Category: Special educational needs

• The Council has agreed to share a copy of the Ombudsman's decision and our focus report Out of school, out of sight? with relevant staff, to remind officers of steps the Council should take to consider and adhere to its Section 19 duty to provide alternative education provision.
• The Council has agreed to compile an action plan setting out the proposed improvements it will make to its services, allowing it to issue Education, Health and Care Plans quicker following an annual review. The Council will share this action plan with the Ombudsman.

Case Ref: 22 017 838 Category: Housing Sub Category: Allocations

• The Council will prepare an action plan setting out how it will check its partner landlords are aware of how to correctly advertise properties on its choice-based lettings system, and how it will ensure this is happening. The Council will share its action plan with the Ombudsman.

Case Ref: 23 006 422 Category: Housing Sub Category: Homelessness

• The Council has agreed to review with the staff the importance of properly considering whether it is reasonable for an applicant to continue residing at a property which is in disrepair and affecting their health.
• The Council has agreed to review with the staff the importance of properly considering whether it is reasonable for an applicant to continue to occupy the property beyond the expiry of an eviction notice.
• The Council has agreed to review with the staff the importance of making a suitability decision when applicants are unhappy with temporary accommodation.
• The Council has agreed to review with the staff the importance of ensuring offers are in line with its assessment of the applicant’s and its household’s needs.

Case Ref: 21 015 767 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will also carry out a prompt review of the parking concerns raised by Mr X and provide him with details of the action, if any, the Council intends to take. It should also provide a timeframe for any such action. Remind its staff of its responsibilities to consider and respond properly to the complaints it receives.

Case Ref: 21 011 337 Category: Housing Sub Category: Other

• Review the back log of private sector housing cases the Council has to investigate and look to see what measures it can put in place to reduce this.
• Ensure there are measures in place to keep individuals updated about their cases when there is a delay in investigating.

Case Ref: 21 001 790 Category: Other Categories Sub Category: Land

• Look at what went wrong in this case when handling Mr X’s reports about the condition of the pathway and consider how the Council can put in place a joined up approach when dealing with concerns involving different teams.