Case Ref: 19 016 753 Category: Education Sub Category: School transport

• The Council will ensure that at the end of the second stage of its education transport appeals process it advises appellants of their right to complain to the Ombudsman.

Case Ref: 19 016 036 Category: Education Sub Category: School transport

• The Council agreed to confirm what arrangements it has in place for considering whether transport remains suitable for a child when the transport provider proposes long-term changes, such as the size of a vehicle used
• The Council agreed to discuss with the transport operator in this case how it will ensure all drivers, including temporary cover drivers, are familiar with the technology for finding the route.
• The Council has told transport operators to instruct drivers on how to deal with emergency situations arising during a journey. They should call in to their office to receive instructions. No passengers should be left unattended without authorisation.
• The Council has agreed to tell the Ombudsman the result of its monitoring of the transport operator’s contract. It should say whether there is evidence of a repetition of the problems experienced in the complainant's case and explain any action it plans to take.

Case Ref: 19 015 188 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed to ensure effective monitoring of commissioned domiciliary services and complaints about the same are properly investigated.

Case Ref: 19 014 527 Category: Adult care services Sub Category: Safeguarding

• The Council has agreed to review the action it has taken with the care agency to improve the quality of service and whether this has achieved its aim. Also consider whether further issues arising from this complaint need to be followed up with the care agency.
• The Council has agreed to ensure all safeguarding concerns and complaints are dealt with in a suitable timescale and using the correct process.
• The Council has agreed to ensure that concerns about providers bullying or intimidating, are considered as safeguarding issues where appropriate.
• The Council has agreed to ensure that multiple complaints against a care provider inform the Council’s approach to further complaints or concerns about that provider.

Case Ref: 19 013 464 Category: Education Sub Category: School transport

• The Council reviewed the case with the appropriate officers and issued guidance to staff to learn from the case so the situation does not happen again.

Case Ref: 19 012 405 Category: Adult care services Sub Category: Charging

• The Council will remind staff to ensure decisions about disability related expenditure are adequately explained to service users, including why any items have not been considered as disability related expenditure.

Case Ref: 19 012 336 Category: Education Sub Category: Special educational needs

• The Council delayed completing a review of Ms Y's Education, Health and Care Plan and failed to provide suitable SEN and educational provision for a lengthy period. The Council has agreed to take action as necessary to prevent recurrence of the faults identified and it will inform the Ombudsman of the actions taken.

Case Ref: 19 010 726 Category: Adult care services Sub Category: Residential care

• The Council has agreed to include the shortcomings identified in the care, in an action plan it has set up to improve the standards at the care home.

Case Ref: 19 009 922 Category: Adult care services Sub Category: Charging

• The Council will review: its processes for providing information to citizens about adult social care, including financial information, to check wither the processes comply with the Care Act 2014 and associated guidance; the standard information it gives to the public about adult social care, including financial information, to check whether the content complies with the Care Act 2014 and associated guidance; current care plan forms and how it shares these, to ensure the content of the forms and the way they are shared complies with the Care Act 2014 and associated guidance; whether relevant staff have enough training in the Mental Capacity Act, Deprivation of Liberty Safeguards and the statutory adult social care complaints procedure; and whether its current financial assessment and charging policy and guidance comply with relevant law and guidance, including any guidance on discretion.
• Where the reviews identify problems, the Council will produce an action plan to rectify them by 30 June 2021 and inform relevant staff and stakeholders of any changes.

Case Ref: 19 009 554 Category: Education Sub Category: School transport

• The Council has agreed to remind officers that, where a complainant raises concerns about the suitability of transport offered and these cannot be resolved informally, they should make the complainant aware of their right to appeal the suitability of the transport offered.