Case Ref: 21 014 130 Category: Adult care services Sub Category: Assessment and care plan

• The Council will remind staff in its Adult Social Care Team that they should not give financial advice, as happened in this case concerning the management of assets in respect of care charging.

Case Ref: 21 011 872 Category: Benefits and tax Sub Category: Council tax

• The Council will provide clarification to benefits officers of the amount of information they need to provide a taxpayer who requests a detailed breakdown of their council tax reduction calculation.

Case Ref: 21 010 780 Category: Education Sub Category: Special educational needs

• The Council should review its procedures to ensure that officers are aware of the need to meet timescales set by the SEND tribunal.
• The Council should review its procedures for EHC plan needs assessment to ensure that the correct professional reports are requested without delay.

Case Ref: 21 010 500 Category: Children's care services Sub Category: Disabled children

• Remind staff that where complaints are considered via the children’s statutory complaints process, parents are notified of their ability to request a stage three hearing where appropriate.
• Carry out a review of the referral process between the MASH and the DCT to examine ways to improve the existing process, in line with the agreed recommendations of the stage two report. The review process should be clearly documented with records kept of decisions and the rationale behind them. It should also include examining ways to improve communication with parents;
• Inform parents via its decision letters where appropriate, that the threshold criteria for the DCT is available online
• Notify parents via its decision letters where appropriate, that they can challenge unsuccessful referral requests via the complaints procedure

Case Ref: 21 014 853 Category: Adult care services Sub Category: Charging

• BinJ says it has learnt lessons from REP's experience and it has reminded all members of its financial assessment team of the importance ofdealing with all its customers in a polite and respectful manner

Case Ref: 21 005 839 Category: Children's care services Sub Category: Child protection

• The Council will remind staff of the importance of keeping to required timescales when complaint handling.

Case Ref: 20 009 340 Category: Education Sub Category: Special educational needs

• The Council will review its processes to ensure Education, Health and Care assessments and reviews meet phase transfer deadlines.
• The Council will reviews its processes to ensure relevant professional recommendations are included in Education, Health and Care plans and available to schools being consulted.