Case Ref: 22 017 110 Category: Education Sub Category: Special educational needs

• The Council will ensure relevant staff in the Inclusion and Special Educational Needs and Disabilities teams are able to recognise and respond to a complaint properly, with reference to our Guidance on Effective Complaint Handling for Local Authorities.

Case Ref: 22 013 954 Category: Children's care services Sub Category: Disabled children

• The Council has agreed to complete its review of its short break provision without delay to ensure it can provide appropriate respite provision for children and young people. This could include consideration of commissioning a new provider and working with neighbouring authorities.

Case Ref: 22 013 576 Category: Education Sub Category: Special educational needs

• The Council will review what steps it can take to reduce delays in obtaining educational psychology reports and produce an action plan to address this.

Case Ref: 22 012 881 Category: Adult care services Sub Category: Charging

• The Council has agreed it will remind a local adult social care provider to ensure it clearly informs people, in a timely manner, when they have a debt and how it occurred.

Case Ref: 22 012 387 Category: Children's care services Sub Category: Other

• The Council has agreed to remind relevant staff that the timeframe for progressing to the next stage of the statutory complaints procedure begins once a person has made that request and all efforts should be made to respond within the statutory timeframe.

Case Ref: 21 018 080 Category: Children's care services Sub Category: Other

• The Council will remind social workers and relevant officers involved in child protection investigations to ensure they give alleged perpetrators adequate opportunity to put their views across prior to the Initial Child Protection Conference.

Case Ref: 21 016 804 Category: Adult care services Sub Category: Domiciliary care

• remind the Care Provider about actions to take before ending a contract and that staff are aware of the procedure;
• through contract monitoring audits check the Care Provider completes incident reports, and appropriately updates risk assessments and support plans; and that staff are aware of when and how to carry out these tasks.

Case Ref: 21 015 702 Category: Transport and highways Sub Category: Traffic management

• The Council agreed to start a review to ensure it has written processes and procedures to follow for these types of schemes which includes what consultation is required throughout the entire process.
• The Council agreed to act to ensure there are proper procedures and checks in place to stop unauthorised letters getting sent to the public.

Case Ref: 21 007 738 Category: Children's care services Sub Category: Other

• The Council has agreed to remind officers of the criteria under which a complaint can be referred to the Ombudsman without completing stage three.

Case Ref: 20 008 013 Category: Adult care services Sub Category: Residential care

• Remind staff at the care home to notify appropriate family members promptly when a service user’s health has deteriorated.
• Request the care home review its communication facilities to see what it can do to improve this for residents. Following this the care home should advise the Council what actions it intends to take.