Case Ref: 20 009 904 Category: Adult care services Sub Category: Other

• Remind its staff to adhere to the deadlines as set out in its complaints policy and inform complainant if there are delays in its responses.

Case Ref: 20 009 778 Category: Education Sub Category: Special educational needs

• The Council has agreed to, by training or other means, remind staff of the importance of meeting the Council’s complaint procedure timescales.
• To confirm the tracking process the Council has implemented to monitor EHC Plans revisions are managed in a timely manner in line with statutory timeframe, within two months of the final decision: •undertake an audit of 5% of EHC Plan reviews completed in the last 12 months as part of the monitoring process. This is to ensure the Council is carrying out annual reviews, issuing decision notices and finalising amended EHC Plans in accordance with statutory guidelines. •report the EHC Plan review audit findings with the Ombudsman.
• •undertake additional audits of 20 EHC Plan annual reviews over a further 3 month period and provide the Ombudsman with the updated report of the audit findings.

Case Ref: 20 007 200 Category: Children's care services Sub Category: Child protection

• The Council has agreed to take action to ensure it is made clear to families how it may be viewed if they do not provide full consent to Early Help.
• The Council has agreed to issue a reminder/guidance to staff that they should be clear and open with parents, their language should be respectful and considerate, and their analysis should be non-judgemental and properly explored with the family.

Case Ref: 20 001 595 Category: Education Sub Category: School transport

• The Council has agreed to review its School Transport policy.