Case Ref: 22 014 684 Category: Education Sub Category: Special educational needs

• The Council will review its procedures to improve timeliness for Education Health and Care plan annual reviews and provide the Ombudsman with an action plan of any key actions it has taken or intends to take.

Case Ref: 22 014 515 Category: Transport and highways Sub Category: Highway repair and maintenance

• The Council agreed to remind complaint officers of the need to ensure new reports raised during the complaints procedure are referred promptly through to the appropriate department.

Case Ref: 22 013 706 Category: Education Sub Category: Special educational needs

• Share learning from this decision with staff to ensure they are aware of the importance of issuing an EHC Plan within the required timescale following a SEND Tribunal order, and arranging the provision to start from the date the plan is issued.

Case Ref: 22 013 136 Category: Education Sub Category: Special educational needs

• The Council will share learning from this complaint with staff to ensure that when early reviews are held these are accompanied by clear timescales about next steps including when the Education, Health and Care plan will be updated with any new placement.

Case Ref: 22 011 312 Category: Adult care services Sub Category: Direct payments

• The Council will remind relevant staff that where discrepancies arise in audits of direct payments for adult social care needs, to ensure the reasons for this are clearly explained to the person.
• The Council will remind relevant staff of the importance of providing clear and transparent information to people using direct payments for their adult social care needs, to ensure people understand their responsibilities when accessing direct payments both at the point of arranging them and following any audit.

Case Ref: 22 000 449 Category: Environment and regulation Sub Category: Refuse and recycling

• TheCouncil will arrange to monitor the situation with the bins in the complainant's area withinthe limited resources available to it. Patrols will be put in place by officersfrom the relevant Council department to monitor fly-tipping and we will usethis resource as a way to monitor the situation.

Case Ref: 22 005 333 Category: Education Sub Category: Alternative provision

• The Council should have reviewed its policies and procedures for situations where it is informed a child is missing education. It should ensure that it has systems in place to take decisive action when it becomes aware a child is missing education. It should provide evidence of this review to the Ombudsman.

Case Ref: 22 003 623 Category: Education Sub Category: Special educational needs

• The Council will review the letter it sends to parents and carers advising them it will carry out an Education Health and Care assessment to ensure the letter clearly sets out the expected timescales for the Education Health and Care process, to help manage parents’ expectations around communication.

Case Ref: 22 000 530 Category: Education Sub Category: School admissions

• The Council has agreed to review its internal processes to address communication delays and ensure Panel outcome letters clearly set out evidence of decision-making with clear reasons given in feedback to parents.

Case Ref: 22 000 320 Category: Adult care services Sub Category: Domiciliary care

• The Council will provide guidance to the care provider, Sage Care (Crewe), aboutthe need to be open about concerns and take reasonable steps to resolve them before ending a care contract. It will also ensure the care provider reminds staff of the need to follow its own processes, including its complaints process.