Case Ref: 22 007 850 Category: Education Sub Category: Special educational needs

• The Council agrees to issue a reminder to relevant staff of the duty to ensure they seek to identify and consult education settings outside the Council's area where suitable provision is not available locally.
• The Council agrees to review its complaints procedure to check if this complies with the LGSCO's Guidance on Good Complaint Handling and Administrative Practice, with particular focus on providing complainants with clear information about response timescales.

Case Ref: 22 006 473 Category: Adult care services Sub Category: Residential care

• The Council has agreed to remind the care provider of its need to signpost complainants to either the Council or the Ombudsman at the end of its complaints process.

Case Ref: 22 005 326 Category: Education Sub Category: Special educational needs

• Remind staff to adhere to relevant statutory timescales as specified in the statutory guidance, 'Special educational needs and disability Code of Practice: 0 to 25 years'.

Case Ref: 22 004 496 Category: Education Sub Category: Special educational needs

• The Council was at fault for failing to put in place alternative provision and delayed issuing an amended EHC plan following an annual review in March 2021. This meant the child went without suitable education until September 2022. The Council will review all complaints it has received since January 2022 (both open and closed complaints) about a lack of alternative provision for a child out of school for medical/health reasons. It should take into account the findings in this case and our guidance on remedies to see whether it has provided/proposed a suitable remedy for any loss ofeducation. The Council will provide us with a brief summary of each complaint setting out the key facts, findings and any remedy the Council decides appropriate.

Case Ref: 22 001 789 Category: Education Sub Category: Special educational needs

• The Council has agreed it will review its Annual Review processes to ensure that it retains Annual Review documentation.
• The Council has agreed it will issue a written reminder to relevant staff to ensure the Council acts within the timeframes set out in the Special Educational Needs Code of Practice and to ensure all relevant evidence is provided to the Special Educational Needs panel and the reasons for the panel's decision are given to parents.

Case Ref: 21 018 990 Category: Children's care services Sub Category: Child protection

• The Council will remind relevant officers about the importance of recording discussions with partner agencies appropriately within a child’s records, to ensure a clear record of decision making during child protection investigations.
• The Council will remind relevant officers that children subject to a Child in Need plan must be visited at least every six weeks in line with its policy.

Case Ref: 21 018 852 Category: Adult care services Sub Category: Residential care

• The Council has agreed to ensure Council staff investigating allegations of poor care and/or record keeping, are clear about how to go about this and do not accept a care provider’s word that all is well
• The Council has agreed to ensure the Care Provider reviews its communication with Mrs X and ensures staff are clear about how to communicate appropriately with residents and their families

Case Ref: 21 018 484 Category: Education Sub Category: Special educational needs

• The Council will review its processes to ensure parents are involved in decisions about what advice to seek as part of an Education, Health and Care Needs Assessment and where a request for advice is refused a decision is given in writing with reasons.
• The Council will review with Health partners if there is a suitable mechanism in place to seek new medical assessments when needs are identified during an Education, Health and Care Needs Assessment.

Case Ref: 21 009 891 Category: Environment and regulation Sub Category: Trading standards

• The Council will review its procedures for initial meetings with potential trading standards witnesses to ensure it clearly explains the role of Trading Standards and possible investigation outcomes, and explains the right to take private civil action and documents this discussion appropriately.
• The Council will consider whether providing written information to potential trading standards witnesses may be useful, to ensure there is clear understanding of the role of Trading Standards and the potential outcomes of an investigation.

Case Ref: 21 006 170 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to ensure relevant staff are adequately trained in explaining policies and procedures in easy to understand language. This should include dealing with people under significant stress and who are at risk of disengaging without any support they might need.
• The Council has agreed to review its written information about personal budgets and direct payments to ensure that it provides easily understood information.
• The Council has agreed to review the complaint handling in this case and ensure learning informs future practice.