Case Ref: 23 002 999 Category: Transport and highways Sub Category: Highway repair and maintenance

• The Council will review the wording on its website to be clearer in what type of photo and map evidence is required to make an insurance claim for vehicle damage. This will help to ensure that those making a claim are fully aware of the type of evidence required.
• The Council will share the Ombudsman’s report “Equal Access” with relevant senior managers. This will help to promote good practice when considering how it deals with requests for reasonable adjustments to be made.
• The Council will issue written reminders to relevant officers regarding the Equality Act 2010. This will help to ensure that officers understand their obligations to provide reasonable adjustments.

Case Ref: 23 001 990 Category: Education Sub Category: Special educational needs

• Share with staff the Ombudsman’s focus report ‘Equal Access: Getting it right for people with disabilities’, and remind them of the Council’s anticipatory duty to make reasonable adjustments.
• Share this decision with the relevant staff.

Case Ref: 23 001 498 Category: Adult care services Sub Category: Charging

• confirm if/how many other service users have been similarly affected and the action taken to remedy any injustice caused.

Case Ref: 23 001 123 Category: Education Sub Category: Special educational needs

• Look at what went wrong in this case and why there were significant delays and produce an action plan to demonstrate how the Council will meet statutory timescales for annual reviews.

Case Ref: 23 000 503 Category: Education Sub Category: Special educational needs

• The Council is making service improvements to respond to the increased demand of Education Health and Care Plan assessments and a shortage of Educational Psychologists.

Case Ref: 23 000 061 Category: Education Sub Category: Special educational needs

• Provide the Ombudsman with further update on the outcome of the SEND Co ordination and Oversight Groups consideration of the issues and actions it proposes to take to address its complaint handling and communication difficulties.
• Provide the Ombudsman with a further update on the Council's progress as set out in its action plan on how it will meet statutory timescales for EHC Plan annual review process and issuing final EHC Plans.

Case Ref: 22 017 537 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will remind all staff who may receive or deal with a request about disabled parking bays of its policy with specific reference to how it considers exceptional circumstances to ensure it is providing a full explanation and not fettering its discretion.

Case Ref: 22 015 198 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to consider any training needs of officers completing or overseeing needs assessments under the Care Act.

Case Ref: 22 014 668 Category: Adult care services Sub Category: Direct payments

• The Council will remind staff they must review a person's direct payments and care and support plan every 12 months.
• The Council will remind staff of the information they should provide to people considering direct payments, as set out in the Care and Support Statutory Guidance.

Case Ref: 22 012 659 Category: Education Sub Category: School transport

• The Council will issue written reminders to relevant staff to ensure they provide applicants with sufficiently detailed reasons for rejecting a home to school transport application.
• The Council will issue written reminders to relevant staff to ensure when an applicant asks about escalating their case from stage one tostage two during the home to school transport appeals process, they are made aware they can make their case orally as well as in writing.