Case Ref: 19 014 705 Category: Education Sub Category: Special educational needs

• The Council agreed that within three months ofthe date of the decision on this complaint it would remind relevant staff ofthe importance of record keeping, including the consideration of following up keyconversations with service users in writing to minimise the risk of wronglyraising expectations.
• The Council had already apologised for delay in issuing an EHC Plan and saidit was making service improvements to address the delays. The Council has agreed to provide the Ombudsman with evidence of these service improvements implemented, and to do so within three months of the dateof the decision on the complaint.

Case Ref: 19 004 768 Category: Education Sub Category: Special educational needs

• The Council should tell the Ombudsman of the action taken to address the problems that led to the delay following the review.
• It should review its complaint handling process to ensure that aspects of complex complaints are not overlooked but progressed appropriately.