Case Ref: 24 014 730 Category: Education Sub Category: School transport

• The Council will provide a summary of the measures it has taken as part of the performance improvement plan for the taxi company.
• The Council will review its complaint handling process when the complaint is about an organisation or private company delivering services on the Council’s behalf to ensure the third party’s response forms part of the Council’s complaint process. The Council will also ensure when responding to these complaints it addresses the issues raised and offers suitable remedies including service improvements.

Case Ref: 24 012 120 Category: Education Sub Category: Special educational needs

• Share the learning from this complaint with the school which is that the provision set out in section F should be made from the date of a pupil’s final Education, Health and Care Plan or from the date they start at the school (if later).

Case Ref: 24 010 899 Category: Education Sub Category: Special educational needs

• The Council will introduce a system of regular updates for parents and young people waiting for EHC needs assessments. The Council will decide on their frequency and content. The Council will provide the evidence that this has happened.

Case Ref: 24 013 546 Category: Transport and highways Sub Category: Highway repair and maintenance

• The Council has agreed to using this complaint as a case study, issue a briefing note to remind staff of its duty to provide reasonable adjustments.

Case Ref: 24 008 605 Category: Education Sub Category: Special educational needs

• The Council will review its procedures to ensure actions required after an annual review are carried out within the legal timeframe.

Case Ref: 24 007 940 Category: Education Sub Category: Special educational needs

• Share this decision with relevant staff responsible for maintaining EHC Plans,particularly around transition to different phases of education.
• Share this decision with relevant staff responsible for dealing with complaints about provision not made under an EHC Plan and remind them that the Council remains responsible for provision under a Plan.

Case Ref: 24 004 237 Category: Transport and highways Sub Category: Highway repair and maintenance

• The Council agreed to share a copy of our final decision with relevant staff. It should remind them about the importance of:properly considering the Council’s range of powers to resolve highway issues, and fully recording these considerations; fully recording risk assessment and prioritisation for highway defects in line with the Council’s policies; andproperly responding to people who report highway issues and complaints to ensure the Council’s position is clear.

Case Ref: 24 001 924 Category: Education Sub Category: Special educational needs

• In writing, share this decision with relevant team colleagues to ensure appropriate learning from the investigation.

Case Ref: 24 001 603 Category: Education Sub Category: Special educational needs

• The Council will share this statement with staff responsible for drafting complaint responses so they are aware of our expectations when complaint handlers are responding to complaints about commissioned services.

Case Ref: 23 020 908 Category: Education Sub Category: Special educational needs

• Provide, if already in existence, or produce a plan detailing what action the Council is taking to address the delays in issuing Education Health and Care Plans and take this plan to the relevant scrutiny committee or panel for this issue.