Case Ref: 22 016 237 Category: Adult care services Sub Category: Safeguarding

• The Council was at fault during a safeguarding investigation because it did not properly tell someone they were believed to be a person who caused harm to another in line with its policy. The Council will remind its staff of the policy it has in place to ensure it properly informs those affected by a safeguarding investigation.

Case Ref: 22 015 812 Category: Transport and highways Sub Category: Street furniture and lighting

• The Council will finalise its service improvement plan for the Highway Department and Legal Orders team to highlight the critical necessity of ensuring that Traffic Regulation Orders are consistently recorded, catalogued, and stored effectively to improve record retention.
• The Council will remove stickers from an old charitable scheme encouraging cycling from a stretch of pavement as they are misleading about the status of the pavement.

Case Ref: 21 003 116 Category: Education Sub Category: Special educational needs

• The Council will ensure all special educational needs case officers and their managers will:review our Focus Report 'Out of school, out of sight? Ensuring children out of school get a good education' published in July 2022;review paragraphs 9.3 - 9.9 of the statutory guidance 'SEND Code of Practice; to be reminded a request for an Education Health and Care needs assessment is not necessary for the process to start.The Council will provide us with the evidence the above action has been completed.

Case Ref: 22 010 300 Category: Children's care services Sub Category: Other

• The Council will consider amending information about the statutory children's complaints on its website to include: who can complain; which matters will be considered under this procedure. The Council should provide us with the evidence it has complied with the above.

Case Ref: 22 009 861 Category: Education Sub Category: Special educational needs

• Remind staff of the importance of adhering to the statutory timeframes as set out in the Code
• Remind staff to confirm to complainants the stage at which their complaint has been considered

Case Ref: 21 013 897 Category: Education Sub Category: Special educational needs

• The Council will remind relevant staff to consider, and suitably record its decision abut its duty under section 19 of the Education act for children who are absent from school.

Case Ref: 21 010 605 Category: Transport and highways Sub Category: Rights of way

• The Council was at fault in the way it dealt with a case where a property encroached onto the highway. The Council has agreed to review its procedures to ensure it provides clear and correct information explaining why an encroachment has occurred and that it resolves cases in a timely manner.
• The Council will provide customer service training to officers involved in the complaint to make sure they deal with customers in accordance with its service standards.
• The Council will send a memo reminding complaint handling staff to address complaints about officer conduct even when the substantive matter complained about is outside the scope of its complaints process.

Case Ref: 21 009 566 Category: Education Sub Category: Special educational needs

• Remind its relevant officers of the Special educational needs and disability Code of Practice: 0 to 25 years' requirement for them to discuss with parents any alternative options before making decisions about these options.
• Implement a procedure for providing parents with an alternative contact when, as here, officers are absent from work for an extended period.

Case Ref: 21 007 700 Category: Children's care services Sub Category: Child protection

• The Council has agreed to remind its staff of the importance of responding to subject access requests within the required timescales.

Case Ref: 21 007 477 Category: Adult care services Sub Category: Safeguarding

• The Council agreed to send a reminder to the care provider, on the importance of record keeping of nutritional intake. And that it should remind its staff to escalate any concerns. The Council would incorporate these issues into its ongoing monitoring of the care provider.