Case Ref: 20 012 673 Category: Education Sub Category: COVID-19

• the Council and CCG have agreed to develop a protocol for handling complaints about joint-commissioned services between social care and health.

Case Ref: 20 011 279 Category: Children's care services Sub Category: Friends and family carers

• The Council will remind its staff they must make proper records of their decisions in safeguarding enquiries and how they are in the children's best interests.
• The Council will ensure staff are aware of the Council's discretion to consider child protection complaints under the statutory children's complaints procedure.
• The Council will remind staff they must respond promptly to information that may impact on a child's welfare.

Case Ref: 20 005 972 Category: Children's care services Sub Category: Other

• To address the concerns identified with the Council’s handling of the complaint and to ensure that these faults do not occur in relation to other complaints in future the Council will: • ensure that its published policy makes it clear that complainants are not required to participate in Alternative Dispute Resolution before being permitted to move to stage 2 of the complaints procedure as the procedure currently states; • confirm it will carefully monitor time taken to complete the Alternative Dispute Resolution process to ensure it does not delay the progress of complaints to stage 2 and provide evidence of this; and • provide evidence that it has a process in place to track progress of complaints being considered under the statutory process and to ensure that the statutory timescales are met.

Case Ref: 20 005 093 Category: Children's care services Sub Category: Friends and family carers

• Provide a copy of this statement to the officers involved in the events under complaint.

Case Ref: 20 001 983 Category: Children's care services Sub Category: Child protection

• The Council has agreed to amend the child protection safety plan template it uses to ensure signatories understand the agreement is voluntary and to explain any consequences of not following the agreement.