Case Ref: 22 000 077 Category: Children's care services Sub Category: Other

• The Council agreed to review its existing liaison arrangements between its complaint service and legal services where it takes legal advice on whether to investigate a complaint. This was to ensure it had procedures in place that would mean it did not lose track of a complaint referred in this way and that it would keep in touch with the complainant while their case was awaiting advice in the event of a delay. Also, to ensure both services knew which one had the responsibility to respond to the complainant.

Case Ref: 21 018 475 Category: Education Sub Category: School transport

• The Council will review its 'home to school transport policy' in relation to children with Special Educational Needs and Disabilitys and/or mobility problems so it is in line with the Education Act 1996. This means:the policy should not apply the 'general criteria' such as 'statutory walking distance' to children who are eligible due to Special Educational Needs and Disabilities and/or mobility problems;the policy should not apply the 'statutory walking distance' to children who use a wheelchair and other mobility aids.
• When the Council has reviewed and amended its 'home to school transport policy', it will provide training and guidance to its school transport staff and appeal panel, so they carefully consider any new transport applications for children with Special Educational Needs Disabilities/mobility issues, to apply the correct criteria.

Case Ref: 21 012 109 Category: Adult care services Sub Category: Residential care

• Within two months of our final decision the Council will remind its officers of the importance of care plan reviews and working with the NHS Trusts to coordinate end of life care plans in a personalised way.

Case Ref: 21 011 359 Category: Adult care services Sub Category: Residential care

• The Council has agreed to eview the safeguarding activity and ensure relevant staff are clear about the Council’s responsibility where other organisations complete the s42 enquiry.
• The Council has agreed to review the commissioning of care home placements for people with complex needs such as Mr Y and ensure the Council has a robust plan to avoid such long delays in future

Case Ref: 21 007 902 Category: Education Sub Category: COVID-19

• The Council should remind staff to keep written records of telephone calls and discussions about individual cases.

Case Ref: 21 003 755 Category: Education Sub Category: Special educational needs

• Remind staff to adhere to the Council’s complaints policy regarding timescales.

Case Ref: 21 001 367 Category: Adult care services Sub Category: Charging

• The Council will provide evidence to the Ombudsman it has raised with social work staff the need to ensure the covering of long-term absences to prevent delays in offering reviews and affordable placements.
• The Council will provide evidence to the Ombudsman it has briefed finance staff to ensure the lack of agreement to financial costs (third party top ups) is flagged and addressed at an earlier point.

Case Ref: 21 001 332 Category: Education Sub Category: School admissions

• The Council agreed to remind all appeal panel clerks of the need to make and retain a proper record of the stage 1 and 2 hearings and to consider their training needs.
• The Council agreed to remind all appeal panel clerks of the need for panels to carry out the correct assessment at stage 2 hearings and to consider their training needs.
• The Council agreed to remind all appeal panels of the need to carry out the correct assessment at stage 2 of the hearing and to consider their training needs.
• The Council agreed to review the appeals this appeal panel refused for this school to ensure it carried out the correct assessment at stage 2 of the hearing and if it did not, to offer the appellants the opportunity to have a rehearing.

Case Ref: 20 012 723 Category: Children's care services Sub Category: Disabled children

• The Council will carry out update training for officers dealing with single assessments to ensure they are aware of the need to assess the needs of carers as part of that assessment.

Case Ref: 20 009 117 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to remind its staff of the importance of following the local dispute resolution policy when I becomes necessary to do so. It will also ensure that staff complete relevant paperwork with a much detailed as required and provide training to staff as required.