Case Ref: 23 019 530 Category: Education Sub Category: Special educational needs

• The Council will complete a review of the stage two complaint delay and provide an action plan to ensure any backlog of complaints is cleared and its complaints policy timeframes can be adhered to.
• The Council will make sure there is a process in place for its special educational needs and disability team to ensure the education, health and care needs assessment process is not impacted by staff absence.

Case Ref: 23 019 373 Category: Children's care services Sub Category: Looked after children

• The Council has agreed to send us an action plan which sets out what it has done, and what it will do, to avoid future failings similar to those identified in Mr B’s complaint (relating to social work practice when working with children in care).

Case Ref: 23 017 969 Category: Adult care services Sub Category: Direct payments

• The Council will remind officers how ‘best value’ is to be determined and that this must not just be the cheapest option but be determined with consideration of he relevant matters set out in the Care Act and Guidance.

Case Ref: 23 016 015 Category: Education Sub Category: Special educational needs

• Remind relevant staff of the Council's duty to secure education and EHCPprovision for children not able to attend school.

Case Ref: 23 014 091 Category: Adult care services Sub Category: Charging

• The Council will give staff in its adult social care service refresher training or guidance on giving clear information about charging for adult social care. It will also remind staff that verbal advice should be confirmed in writing.
• The Council will review its adult social care financial assessment practice to identify any systemic issues leading to delays and consider ways to reduce wait times.

Case Ref: 23 013 322 Category: Adult care services Sub Category: Disabled facilities grants

• The Council agreed that it would brief all Councils who are party to the West Sussex Disabled Facilities Grants Policy on the approach to be taken if proposed adaptations for grant works exceed the total price of grants available. This is to ensure potential recipients of grants are properly consulted on their views and that decisions to limit recommendations are based on need and not driven by financial considerations.
• The Council also agreed that it would modify the letter it sends out when its Occupational Therapists copy their final recommendations to potential applicants for Disabled Facilities Grants. This is to reflect that applicants may not agree the recommendations and can make representations, with the final decision on what adaptations to approve resting with the local District Council.

Case Ref: 23 012 587 Category: Education Sub Category: Special educational needs

• The Council has agreed to remind complaint handling staff that it should not delay local complaint handling about education and special educational needs provision because tribunal proceedings are active, doing so avoidably delays and frustrates complainants.
• The Council has agreed to set out its action plan for dealing with any continuing backlog of complaints, including any progress it has made to improve its complaint handling timescales to date.

Case Ref: 23 012 456 Category: Children's care services Sub Category: Child protection

• The Council will share the Ombudsman’s good practice guidance on the children’s statutory complaints procedure (The Children Act 1989) with all relevant officers and managers. This will help to ensure the Council understands the process, especially in relation to the statutory timescales set out for it to be completed.

Case Ref: 23 012 062 Category: Education Sub Category: Special educational needs

• The Council will produce an action plan to demonstrate how it will meet statutory timescales for the EHCP review process.

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.