Case Ref: 22 000 046 Category: Education Sub Category: Special educational needs

• •Review its procedures to ensure recommendations made in its own complaint responses are regularly monitored to ensure timely and full compliance.
• •Review its EHCP annual review procedure to ensure it follows the statutory four-week timeframes set out in the SEND regulations. Ensure decisions about maintaining, amending or discontinuing plans are communicated clearly and promptly to the young person and their family to enable appeal rights to be engaged.

Case Ref: 21 018 132 Category: Children's care services Sub Category: Other

• The Council will share the learning identified during its investigation into her complaint about childrens services under the childrens statutory complaints procedure and remind staff of the importance of keeping proper and appropriate records of decision making by the childrens service resource panel.
• The Council will produce a printable or downloadable leaflet about parent carer assessments and make this publicly available.
• The council will complete improvements to information about parent carer assessments on its website.

Case Ref: 21 018 043 Category: Education Sub Category: Alternative provision

• The Council will review its arrangements for responding to complaints to see if further staffing resources are needed in the complaints team or in other service areas if staff there are responsible for complaint handling.

Case Ref: 21 017 836 Category: Education Sub Category: Special educational needs

• Explain what measures it will put in place to ensure that any assessments it has scheduled are undertaken with the appropriate consent in place first
• Explain what measures it will put in place to ensure any applicable reports are sent to the relevant people as soon as available to do so.

Case Ref: 21 016 582 Category: Adult care services Sub Category: Assessment and care plan

• The Council will organise training for adult social care and finance staff about ordinary residence.

Case Ref: 21 014 162 Category: Education Sub Category: Alternative provision

• The Council agreed to review how it arranges alternative education provision for children unable to arrange school to ensure is provides full-time education or, where it decides this is not in the interests of a child, it records its reasons for that decision.

Case Ref: 21 013 381 Category: Education Sub Category: Special educational needs

• The Council will provide training to staff involved in this complaint and to any staff responsible for school attendance, to ensure they are aware of the Ombudsman's decision in this case and the Council’s duties under s19 of the Education Act to provide education to children who would not otherwise receive it.

Case Ref: 21 013 360 Category: Adult care services Sub Category: Charging

• The Council will amend its standard letters to ensure it notifies service users of the right to request a full financial assessment should they be unhappy with the outcome of any light touch assessment regarding their care charges.

Case Ref: 21 012 317 Category: Education Sub Category: Alternative provision

• The Council will review its processes for considering requests for alternative educational provision to ensure that its decisions are in accordance with Section 19 (1) of The Education Act 1996.

Case Ref: 21 012 304 Category: Adult care services Sub Category: Assessment and care plan

• The Trust, Council and Surrey Downs will complete a joint review of their complaints procedures. This review should seek to agree a clear process for handling joint complaints that reflects their duty to cooperate as set out in the complaints regulations. The review should also agree a standardised format for joint responses.