Case Ref: 22 016 433 Category: Adult care services Sub Category: Safeguarding

• The Council will remind all relevant staff members: of its duties to offer relevant assessments to people that have the appearance of need for care and support in its area;of its procedures and the action it should take when it receives a safeguarding concern about an adult; andto respond to complaints about its services in a timely manner and in line with its policies.

Case Ref: 22 015 038 Category: Adult care services Sub Category: Other

• The Council has agreed to, through its contract monitoring procedures, ensure the Care Provider is providing support to its residents in accordance with their care and support plans relating to nutrition, personal care and activities.

Case Ref: 22 013 705 Category: Education Sub Category: Alternative provision

• Review its record keeping procedures to ensure officers keep a clear record of their decisions about whether education provision is accessible to a child out of school and whether it owes a duty under Section 19 of the Education Act 1996 to make alternative education provision.
• Ensure officers notify parents/guardians in writing regarding of its decisions on whether education is reasonably accessible and whether it has a duty under Section 19 of the Education Act 1996 to make alternative education provision.

Case Ref: 22 010 820 Category: Children's care services Sub Category: Other

• The Council will remind relevant officers that stage 3 panels held under the childrens statutory complaints procedure should be conducted within 30 working days of the request, and if officer availabilty is causing delay, the panel chair has discretion to decide to proceed without them.

Case Ref: 22 008 801 Category: Education Sub Category: Alternative provision

• The Council will remind relevant staff that it has a duty to consider individual circumstances in deciding whether it has a statutory duty to provide alternative provision for children out of school due to illness, exclusion or otherwise.

Case Ref: 22 006 918 Category: Children's care services Sub Category: Other

• The Council will review its arrangements for completing investigations at stage two of the children's statutory complaints procedure to ensure it has sufficient resources in place to comply with the statutory timescales.

Case Ref: 22 003 251 Category: Transport and highways Sub Category: Parking and other penalties

• Within three months of the final decision the Council should have guidance on how discretion is exercised, if none already exists.

Case Ref: 22 001 452 Category: Adult care services Sub Category: Charging

• The Council has agreed to provide evidence it has taken action to ensure officers deal withdecisions on deprivation of capital properly in future.

Case Ref: 21 012 509 Category: Education Sub Category: School transport

• Because of local government restructuring in the Cumbria region in April 2023, the Council will take the following actions to address the systemic issues this complaint identified: •review and amend that part of school transport policy which states it does not assess the safety of routes to pick up points. The Council should consider changes to the policy to ensure it complies with the statutory guidance and make clear that it will consider the suitability of arrangements for the entirety of the route to school including safety of routes to pick up points in future; and •share the learning from its review with the Chief Executives, Monitoring Officers and relevant Portfolio holders at Cumberland and Westmorland & Furness Councils

Case Ref: 21 009 380 Category: Transport and highways Sub Category: Other

• The Council will review its complaints procedure and resources to ensure a timely response can be provided at all stages and complainants are kept informed where this is not possible.