Case Ref: 21 015 216 Category: Education Sub Category: Special educational needs

• The Council will review its procedures for when it will agree to make changes to finalised EHC plans and how long the process should take. This is to ensure the appeal’s process and SEN provision is not unnecessarily delayed.
• The Council will train, or provide guidance, to its staff to ensure its procedures for making changes to finalised EHC plans are applied at all times, and only includes the changes agreed with parents.

Case Ref: 21 007 421 Category: Education Sub Category: Special educational needs

• The Council has agreed to provide evidence it has reminded its staff to keep to statutory deadlines.
• .

Case Ref: 21 005 590 Category: Adult care services Sub Category: Other

• Written guidance to relevant staff on importance of obtaining written confirmation that next of kin is not arranging the funeral
• Review existing public health funeral policy to better align with Government good practice guidance
• Ensure public health funeral policy is published online to assist members of the public

Case Ref: 21 002 189 Category: Children's care services Sub Category: Looked after children

• The stage 3 complaints panel recommended that the social workers should be reminded of the significance of domestic violence and the effect it has on families. The Council will provide evidence that it acted on this recommendation.

Case Ref: 21 001 142 Category: Adult care services Sub Category: COVID-19

• The Council will carry out a quality monitoring visit and review its complaint handling procedures.

Case Ref: 20 006 785 Category: Education Sub Category: Special educational needs

• The Council will ensure it makes any agreed reasonable adjustments and that an adequate record is kept.

Case Ref: 20 005 971 Category: Other Categories Sub Category: Commercial and contracts

• The Council will provide an update on its progress on the work it advised it was undertaking on: a) the feedback procedure and; b) its Contract Procedure Rules processes and practices. And advise how it will include learning from this complaint in its reviews. The Council should consider some changes around: a) better records of decisions, including moderation and checking conflict of interests; b) more comprehensive feedback.

Case Ref: 20 004 737 Category: Planning Sub Category: Planning applications

• •Put a system in place to ensure: 1.Acknowledgements are sent promptly when complaint correspondence is received. 2.Complaint correspondence is correctly filed. 3.Complainants are kept informed of any delays in the investigation of their complaints. •Send evidence to the Ombudsman of the actions it has taken.

Case Ref: 20 003 185 Category: Education Sub Category: Special educational needs

• The Council will carry out a review to learn lessons from this case and provide a report to the Ombudsman about the findings and the actions the Council will take to prevent a recurrence of the same fault.