Case Ref: 20 008 856 Category: Benefits and tax Sub Category: COVID-19

• The Council has agreed to remind staff of the need to provide reasons for decisions and to ensure these are clear and evidence based.

Case Ref: 20 008 831 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council has agreed to: • by training or other means remind staff of the importance of meeting the Council’s complaint procedure timescales.
• • provide evidence an effective communication training has been completed for the Council’s waste collection crew and its wider service.
• • provide the Ombudsman with the audit trail evidence of the Council’s further one month waste collection service monitoring of Mr X’s property.
• • review procedures for monitoring arrangements to ensure records are kept for future audit purposes. This should include the date and times of monitoring and photographic evidence.

Case Ref: 20 006 604 Category: Adult care services Sub Category: Residential care

• The Council will provide evidence of the procedural changes the Council has introduced to reflect the learning from this complaint. That should include evidence that officers in social care have been reminded of the need to include service users in discussions about future care options, where the service user has capacity to take part.

Case Ref: 20 006 108 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council will review and update its guidance to Benefits Service officers about eligibility for housing benefit and provide a copy of the revised guidance.