Case Ref: 19 016 921 Category: Adult care services Sub Category: Direct payments

• The Council has changed its supervisory arrangements for checking an officer's caseload when they are absent from work.

Case Ref: 19 015 896 Category: Education Sub Category: School transport

• The Council delayed responding to a request for school transport, causing injustice. The Council has agreed to identify the reason for the delay, take steps to prevent recurrence and notify the Ombudsman of the steps taken.

Case Ref: 19 011 786 Category: Children's care services Sub Category: Friends and family carers

• The Council agreed to brief all relevant staff on the importance of informing carers when it begins child protection enquiries under Section 47 of the Children’s Act and to ensure they receive a written record of the outcome.

Case Ref: 19 007 626 Category: Children's care services Sub Category: Disabled children

• The Council will amend its published literature so that it accurately reflects the three stage statutory children's complaints process. And it will take steps to ensure staff follow the statutory process unless there are exceptional reasons.
• The Council has agreed to provide training to relevant staff to ensure they provide realistic advice and information on the support available from children’s services and transfer cases to the correct teams.

Case Ref: 19 006 986 Category: Adult care services Sub Category: Charging

• The Council has agreed to review its procedures and remind staff of the need to ensure all relevant communication between officers and service users is recorded in the Council’s running records.

Case Ref: 18 014 942 Category: Adult care services Sub Category: Assessment and care plan

• Improved communication around discharge planning, CHC checklists.

Case Ref: 19 007 878 Category: Children's care services Sub Category: Other

• Within two months, the Council will have reviewed its complaints process to prevent reoccurrence of delays.

Case Ref: 18 018 002 Category: Education Sub Category: School transport

• The Council has agreed to review its school transport appeals procedures to ensure they are in line with statutory guidance. In the meantime, the Council will offer all appellants an opportunity to present their case in person to an independent panel at the second stage of its appeals process.

Case Ref: 18 017 135 Category: Children's care services Sub Category: Friends and family carers

• The Council has agreed to review its special guardianship order allowance policies and procedures to ensure they comply with the law and Government guidance. Following the review, the Council will ensure staff are aware of the Council’s policies and procedures.
• The Council has agreed to contact all people for whom the Council has completed court reports for private Special Guardianship Applications since October 2017 and invite them to request an assessment. The Council will then consider their request in line with the law and Government guidance.

Case Ref: 18 016 294 Category: Adult care services Sub Category: Assessment and care plan

• The council will ensure staff send documents to clients of Sensing Change in their preferred format, making a record of when they have done so.