Case Ref: 23 011 722 Category: Adult care services Sub Category: Charging

• The Council will:a) review the communication shortfall both in the complaint handling and charging in this complaint and consider what actions the Council can take to prevent a reoccurrence; and,
• b) through contract monitoring with the Care Provider:-1. provide a reminder about the importance of consistent recording;2. consider how the Care Provider assesses and supports people who are at high risk of pressure sores and asphyxiation to ensure the processes are consistent and provide an accurate account of needs and the support required.

Case Ref: 23 010 868 Category: Adult care services Sub Category: Assessment and care plan

• The Council agreed that it would brief officers who give advice on funding for social care, to stress the importance of finding out the facts around home ownership where someone is entering residential care from an address different to a property they own. The briefing would also cover the importance of recording the advice given. This action was agreed after the Council gave wrong advice on including part-ownership of a house as part of someone's capital, when the property remained occupied by their estranged partner and dependent children.

Case Ref: 23 010 680 Category: Education Sub Category: Special educational needs

• The Council agreed to prepare a communication plan with parents, for use when it learns of a school failing or closing within its area, or where children from its area attend. This is to ensure parents in such cases understand the approach taken by the Council towards questions such as how it will monitor school improvements or help children relocate to different schools.

Case Ref: 23 011 004 Category: Education Sub Category: Special educational needs

• The Council should remind relevant officers of the importance of providing clear communication and responding in a timely manner.

Case Ref: 23 007 198 Category: Transport and highways Sub Category: Parking and other penalties

• The Council will provide guidance to relevant staff on the drafting of dropped kerb decision and appeal decision letters in relation to dropped kerb applications to ensure they are accurate and provide contemporaneous evidence the key information and any appeal grounds have been properly considered.

Case Ref: 23 007 148 Category: Education Sub Category: Special educational needs

• The Council has agreed to provide guidance to staff on how to properly consider and record whether to provide alternative provision under its section 19 duty under the Education Act 1996 to children of compulsory age who cannot attend school because of exclusion, medical reasons or otherwise, even when a child remains on a school roll.
• The Council has agreed to ensure it has a robust process in place to regularly review the situation when it is aware of children out of school and records the actions arising from this review.

Case Ref: 23 005 741 Category: Education Sub Category: Alternative provision

• The Council has agreed to review its alternative provision process and provide the Ombudsman with evidence that it complies with Section 19 of the Education Act 1996.

Case Ref: 23 004 886 Category: Education Sub Category: Special educational needs

• Through training or other means, ensure the relevant officers are aware that all issues raised in a complaint are appropriately addressed.
• Remind relevant officers of the importance of providing clear communication and responding in a timely manner.
• Provide details of the steps the Council has already taken to reduce its stage two backlog.

Case Ref: 23 004 792 Category: Adult care services Sub Category: Charging

• The Council has agreed to provide guidance/training to relevant staff on ensuring support plans clearly set out how the personal budget will meet an individual’s needs.

Case Ref: 23 004 405 Category: Children's care services Sub Category: Other

• The Council will remind complaint handling staff of the importance of considering discretion if they conclude a complaint is outside time limits.