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.

Case Ref: 21 002 121 Category: Education Sub Category: Special educational needs

• Reflect on the issues raised in this decision statement and identify any areas of service improvement, particularly around case reviews and communication. The Council should prepare a short report setting out what the Council intends to do to ensure similar problems not reoccur. This report should be sent to the Ombudsman

Case Ref: 20 013 437 Category: Adult care services Sub Category: Direct payments

• The Council will identify why there was a delay in arranging direct payments in this case and inform the Ombudsman of any action taken to prevent recurrence.

Case Ref: 20 010 146 Category: Adult care services Sub Category: Charging

• The Council ensures the care home updates its footcare policy to ensure that appointments can be rearranged if residents have dressings on their feet.

Case Ref: 20 009 580 Category: Adult care services Sub Category: Charging

• Remind staff about the importance of forewarning people about changes to their direct payments in good time before the change occurs to give them an opportunity to meet any obligations they may have;
• In light of the comments made in this statement review the direct payment contract and any clauses associated with notice for ending a direct payment