Case Ref: 23 016 653 Category: Adult care services Sub Category: Charging

• The Council will issue written reminders to relevant officers to ensure they act without undue delay when a service user or their relative asks for a review of a care and support plan.

Case Ref: 23 015 464 Category: Children's care services Sub Category: Other

• The Council will consider putting in place a procedure to ensure tribunal recommendations are followed up on so similar problems do not occur in future.
• The Council will remind those investigating complaints at stage two of: a)the need to ensure the person complaining is happy with any complaints which have been reworded and understand how that will affect the investigation;b)the need to ensure investigating officers are clear with complainants where parts of the complaint are matters the Council cannot reach a firm conclusion on.

Case Ref: 23 014 802 Category: Adult care services Sub Category: Charging

• The Council will remind the Adult Social Care staff of its duty to follow the adjustments agreed for the service users. The staff will review our documents: “Principles of Good Administrative Practice” and “Equal Access: Getting it right for people with disabilities”.

Case Ref: 23 014 605 Category: Education Sub Category: School transport

• The Council agreed to review how it makes decisions under its school transport policy for young people with an EHC plan. It should ensure it considers whether applicants are likely to receive free transport as an adult and, if so, whether it is still appropriate to charge a contribution, considering the statutory guidance.

Case Ref: 23 013 678 Category: Education Sub Category: Special educational needs

• The Council will review its procedures for annual reviews to ensure they comply with all relevant legislation, regulations and government guidance.

Case Ref: 23 005 445 Category: Adult care services Sub Category: Assessment and care plan

• The Council will consider the lessons learned from this case, and will confirm the action it has taken to improve services in relation to: • the timescale for allocating cases to social workers • responding to complaints and keeping complainants informed • communicating effectively with linked NHS services and working together in a co-ordinated and patient-centred way

Case Ref: 23 006 191 Category: Education Sub Category: Special educational needs

• The Council has agreed to proivde an update with its progress in improving its adherence to statutory times scales both in issuing EHC plans following a needs assessment and completing the Annual Review process and provides details of ongoing actions to secure improvements in these areas.

Case Ref: 23 005 964 Category: Education Sub Category: Special educational needs

• The Council agreed to issue reminders to all staff in its Special Educational Needs and Disabilities (SEND) service that:when a child with an Education, Health, and Care (EHC) plan moves from a different council's area, the Council must let the family know within 6 weeks of transfer whether it will carry out an EHC needs assessment, or when it will review the plan. It also must review the plan within 3 months, or within 12 months of the previous review by the old council, whichever is later; andany final EHC plan issued must be shared with the family, along with their rights to appeal to the First Tier Tribunal (SEND).
• The Council agreed to review its processes and procedures, and issue reminders to relevant staff, to ensure that where it is aware a child is being educated part-time, it keeps the suitability of this arrangement under regular review.
• The Council agreed to ensure a copy of our final decision is considered as part of its ongoing Special Educational Needs and Disabilities (SEND) Improvement Strategy, following its Independent SEND Review. The Council commissioned this independent review in 2021 to address issues with its SEND services and is monitoring progress against the actions it identified.

Case Ref: 23 005 229 Category: Education Sub Category: Special educational needs

• The Council will send a memo to officers in education to make clear when a child receives alternative provision the Council keeps the number of hours provided under review. That memo should also remind officers of the need to ensure prompt consultations with schools take place when a child is out of education, the requirement to put in place provision by day 6 and that it sends consultations to multiple schools at the same time rather than sending out individual consultations.
• The Council will provide evidence to the Ombudsman it has in place a process to identify alternative speech and language therapists or occupational therapists when a shortage is preventing provision in a child's EHCP being put into place.

Case Ref: 23 004 587 Category: Adult care services Sub Category: Assessment and care plan

• Remind staff about the importance of reviewing STAP goals when there is a change in circumstances and the need for a properly completed Care Act assessment when the service ends;
• Use this complaint to remind staff about the importance of professional boundaries and providing clarity about roles and responsibilities;
• Through commissioning with the Care Provider ensure that it has policies in place and staff are aware about professional boundaries.