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.

Case Ref: 22 000 018 Category: Education Sub Category: Special educational needs

• the Council will remind relevant staff of the timescales for actions in mediation agreements to be completed, as set out in the Regulations.

Case Ref: 21 019 021 Category: Adult care services Sub Category: Disabled facilities grants

• To ensure there is now a handover of adaptation cases so managers are aware of priority cases.
• People receiving bathroom adaptations will receive a program of works detailing the date, nature of work and people who will attend the home.
• Introduce a process so officers can discuss issues which may occur from restricted access to the bathroom and if necessary, liaise with occupational therapy and social care staff to ensure the needs are met.
• Issue a reminder to staff in the Housing Standards and Adaptations Team to prearrange appointments when wanting to visit homes.

Case Ref: 21 014 481 Category: Education Sub Category: Special educational needs

• The Council has agreed it will review with staff the Ombudsman's focus report, Out of school, out of sight and discuss with them the importance of reviewing alternative provision plans made for children out of school.

Case Ref: 21 004 831 Category: Children's care services Sub Category: Other

• The Council has agreed to: • work with Mr B’s advocate to consider what steps it could take to improve its response to disabled (particularly neurodivergent) parents interacting withboth children’s services and the complaints process; and • review its guidance for complaints staff in when and how to appoint advocates for complainants.

Case Ref: 21 000 034 Category: Adult care services Sub Category: COVID-19

• The Council agreed that further to this complaint it would amend its contract with care providers to request they provide quarterly complaints monitoring reports. This is so the Council has more awareness of complaints being made by users of services that it funds and so that it can better monitor complaint outcomes.

Case Ref: 21 012 628 Category: Education Sub Category: Special educational needs

• The Council has agreed to remind staff, through appropriate training, of the Council's non-delegable duty to secure the Special Educational Needs provision set out in Section F of a child's Education, Health and Care Plan (EHC Plan).

Case Ref: 21 012 021 Category: Children's care services Sub Category: Other

• The Council agreed to remind relevant staff of its legal obligations under the statutory children’s complaints procedures, in particular its obligations to carry out a stage two investigation and the limited circumstances in which early referrals to the Ombudsman can be requested.