Case Ref: 21 001 012 Category: Education Sub Category: Special educational needs

• The Council will identify why it cannot provide records of contacts with a complainant and if appropriate, take action to prevent recurrence. It will inform the Ombudsman of the outcome and any action taken.
• The Council will provide training or guidance to the officers that liaised with the complainant, to ensure they understand the Council’s duty to secure Education, Health and Care Plan provision and to act when made aware this is not being met.

Case Ref: 20 013 133 Category: Planning Sub Category: Enforcement

• The Council has agreed to amend its Planning Enforcement Policy as necessary so that its description of monitoring accurately reflects its practice.

Case Ref: 20 012 066 Category: Children's care services Sub Category: Other

• Provide us with evidence it has shared a copy of this decision with complaint managers to capture learning from it and reminded staff how they should follow the statutory complaint procedure.

Case Ref: 20 011 662 Category: Education Sub Category: Special educational needs

• The Council should remind relevant staff of its Access to Education policy and what responsibilities are placed on each involved party. It should also write to School A to ensure it properly understands the policy for any future similar situations.

Case Ref: 20 011 328 Category: Children's care services Sub Category: Disabled children

• The Council will provide evidence to the Ombudsman of the written leaflets/guidance/information it has produced for families following the Stage 3 panel’s recommendations.

Case Ref: 20 010 834 Category: Children's care services Sub Category: Other

• The Council agrees to remind staff dealing with statutory complaints of: • Which complaints should be considered through the statutory procedure, and the limited circumstances in which the Council is not required to investigate a complaint, or can refer a complaint early to the Ombudsman.

Case Ref: 20 007 811 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to review the system through which it monitors and supervises the progress of cases allocated to its adult social care social workers to ensure cases are escalated when needed.
• The Council has agreed to share the lessons learned about complaints handling with the team who handled Ms C's complaint.

Case Ref: 20 007 260 Category: Education Sub Category: Special educational needs

• The Council will: •Provide staff involved in education provision and the EHC process with training about the Council’s statutory responsibilities and statutory timescales.
• •Provide staff involved with education provision and the EHC process guidance about dealing with complaints about these matters.
• •Review the Council’s policy for escalating concerns about education providers.

Case Ref: 20 006 020 Category: Children's care services Sub Category: Child protection

• Reviews its procedures for carrying out child and families assessments/child protection enquiries to ensure officers are even handed, consider counter allegations and all relevant evidence.
• Reviews its complaints procedures to ensure officers consider if there is an underlying complaint which can be considered through its complaints procedure.

Case Ref: 20 002 144 Category: Education Sub Category: Special educational needs

• The Council will review its training and processes to ensure social care needs are always considered as part of an Education, Health and Care needs assessment, including whether parent carers have a need for support.