Remind staff involved in social care complaints which social care functions should be considered under the children’s statutory complaints procedure and give them a copy of the Ombudsman’s ‘children’s statutory complaints process guide for practitioners’.

The Council has agreed to review its policies and procedures to ensure it retains oversight and responsibility for its duties to children unable to attend school.The Council has agreed to provide training or guidance to all relevant staff on the Council’s and school’s duties when a child is unable to attend school and on the EHC process timescales. This will include the timescales which apply when the Council initially refuses to carry out an assessment but then decides to assess after the parent exercises their right to mediation or appeal. The Council will also ensure staff record the reasons for refusing to carry out EHC assessments.The Council has agreed to finish developing its EOTAS policy if it has not already done so.The Council has agreed to publish its communications policy on its website, if it has not already done so.The Council has agreed to provide an update on the progress which the EBSA working group is making towards developing a clear pathway for Emotionally Based School Avoidance.

The Council has agreed to remind staff of the importance of communicating decisions in writing, as not to delay appeal rights to the tribunal.The Council has agreed to provide training to complaint handling staff about the scope of the SEND tribunal and how to respond to complaints where parts of the complaint are appealable to the tribunal.