Case Ref: 22 010 028 Category: Adult care services Sub Category: Other

• Within three months of our final decision, the Council will write to the Ombudsmen to explain what action it will take to ensure the AMHP service has a clear protocol in place for involving the nearest relative in the Mental Health Act Assessment process. This protocol should ensure that the nearest relative is provided with necessary information about their rights and responsibilities under the Mental Health Act 1983. It should also provide guidance for staff on properly recording contacts with nearest relatives.

Case Ref: 22 001 133 Category: Education Sub Category: Special educational needs

• •Review its procedures and provide guidance to its staff to ensure EHCP annual reviews are completed within 12 months of the date the EHCP was issued and then within 12 months of any previous review.

Case Ref: 21 015 927 Category: Housing Sub Category: Private housing

• The Council has agreed to issue written reminders to relevant staff to ensure customers are properly informed about the process when they have a complaint about property disrepair in privately rented accommodation.

Case Ref: 21 014 663 Category: Education Sub Category: Special educational needs

• The Council has agreed to offer the complainant £300, to reflect her time and trouble pursuing the complaint.

Case Ref: 21 007 254 Category: Education Sub Category: Special educational needs

• Remind staff of the statutory EHCP deadlines and the distressing impact on young people and parents of them being missed.

Case Ref: 21 006 915 Category: Benefits and tax Sub Category: COVID-19

• The Council will remind staff of the need to gather and take account of relevant information before reaching decisions on business rates liability.
• The Council will provide relevant staff with training on effective complaint handling.