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.

Case Ref: 23 020 617 Category: Transport and highways Sub Category: Other

• The Council will issue a reminder to relevant officers that reports of highways obstructions should receive a timely response with any necessary explanation about the Council’s priorities and that complaints should be dealt with in accordance with the Council’s complaints procedure.

Case Ref: 23 019 313 Category: Environment and regulation Sub Category: Drainage

• The Council will remind the front-line staff from the Environmental Health Team of the need to keep service users informed of the progress of their cases even when the Council’s legal team is involved, as much as it is possible without compromising the legal process;
• The Council will remind the front-line staff from the complaint team of the need to adhere to the timescales of the Council’s corporate complaint policy.

Case Ref: 23 019 010 Category: Education Sub Category: Special educational needs

• The Council will remind its SEND staff of the its duty to provide all the special educational needs provision set out in a child, or young persons, Education, Health, and Care plan without delay and ensure the provision identified meets assessed individual needs.
• The Council will review how it commissions speech and language therapist referrals to ensure assessments are completed without delay following a Tribunal Order or its agreement to do so.