Agenda item - Local Government and Social Care Ombudsman Report

Report of the Executive Lead Officer, Strategy, Governance & Law

1)           That the Committee consider the Ombudsman’s Report as provided in Appendix 1 and note that the recommendations arising from it which are listed below have been carried out:

a.  apologise to Miss X;

b.  pay £750 to recognise the injustice caused by its decision to leave her and her son Z in unsuitable temporary accommodation between July and September 2016;

c.   pay £100 for the six months it took to reimburse storage charges;

d.  pay £150 to recognise the time and trouble caused by its delay and poor handling of her complaint;

2)        That the Committee approve the following steps:

·                     A formal written response be sent to the Ombudsman explaining the steps taken to comply with the recommendations in his Report.

·                     That the Council will place two public notice announcements in local newspaper or newspaper websites within two weeks of receiving the report.

·                     That the Council will make copies of the report available free of charge at Hove Town Hall for a period of three weeks.

·                     That this report be put before the Council’s Housing and New Homes Committee, for noting.

14.1      The Committee considered a report of the Executive Lead Officer, Strategy, Governance & Law that provided the committee with a public report issued by the Local Government & Social Care Ombudsmen (LGSCO) that set out an upheld complaint and the finding of fault on the part of the Council causing injustice. The report also set out the service improvements identified as a result of the report.

14.2      Diane Bushell asked how many cases were typically upheld by the LGSCO and what was unique about this case to result in the publishing of the outcome.

14.3      The Customer Experience Lead answered that 24 cases (57% of cases investigated) had been upheld in 2017 and a similar number in 2016. The reasons for publishing the finding were likely to relate to the national debate on housing need and the causing of significant injustice.

14.4      Diane Bushell asked how lessons would be learned from the complaint.

14.5      The Customer Experience Lead stated that there were a series of mandatory recommendations from the LGSCO that were required to be carried out to a set timescale. Progress on those recommendations would be monitored until they were complete.

14.6      The Chair asked what date suitable temporary accommodation became available.

14.7      The Housing Options Manager clarified that there was no suitable premises available for the family during the time period concerned.

14.8      The Chair asked what other options had been considered in the context of a shortage of temporary accommodation in the city.

14.9      The Housing Options Manager replied that the council could make spot purchases on premises such as hotels subject to certain conditions and availability. The Housing Options Manager added that going forward, there would be better working between the Housing, Adult Social Care and Children’s Services to prevent cases such as this.

14.10   Councillor Cobb stated that much of the council’s housing stock was in poor condition and she hoped the council would work harder to ensure properties were more suitable.

14.11   RESOLVED-

1)           That the Committee consider the Ombudsman’s Report as provided in Appendix 1 and note that the recommendations arising from it which are listed below have been carried out:

a.  apologise to Miss X;

b.  pay £750 to recognise the injustice caused by its decision to leave her and her son Z in unsuitable temporary accommodation between July and September 2016;

c.   pay £100 for the six months it took to reimburse storage charges;

d.  pay £150 to recognise the time and trouble caused by its delay and poor handling of her complaint;

2)        That the Committee approve the following steps:

·                     A formal written response be sent to the Ombudsman explaining the steps taken to comply with the recommendations in his Report.

·                     That the Council will place two public notice announcements in local newspaper or newspaper websites within two weeks of receiving the report.

·                     That the Council will make copies of the report available free of charge at Hove Town Hall for a period of three weeks.

·                     That this report be put before the Council’s Housing and New Homes Committee, for noting.