Case Ref: 21 010 987 Category: Adult care services Sub Category: Transport

• Within three months of the date of my finaldecision, the Council has agreed to conduct a review of a sample of its BlueBadge decisions over the past 12 months. The review should seek to identify ifthere has been a similar, systematic fault with its desk based assessments ofapplications, and if so, how many decisions this has likely affected. TheCouncil should then decide an action plan on the best way to resolve theinjustice to the affected applicants.

Case Ref: 21 010 869 Category: Adult care services Sub Category: Charging

• The Council was at fault for errors made during a financial assessment of the complainant's contribution towards the cost of her social care. There was unnecessary delay and it made demands for payment and a threat of legal action when an appeal was pending. The Council has agreed that, within two months of the date of the decision, it will review its processes to find ways of ensuring that: a) It does not send demands for payment when an appeal is pending, b) It does not make similar miscalculations in future, and c) communication both within the department and with customers improves. The Council has agreed that it will then write to the Ombudsman setting out changes it has made or intends to make to improve its service in these areas.

Case Ref: 21 009 958 Category: Adult care services Sub Category: Charging

• The Council will review the information it provides when arranging non-residential care, to ensure people are aware of any applicable cancellation notice periods before their care begins.

Case Ref: 21 008 944 Category: Education Sub Category: Special educational needs

• The Council has agreed that it will issue a reminder to relevant staff on: the importance of due diligence in ensuring that it makes adequate checks where a parent says a child is not receiving education in line with their Education Health and Care Plan (EHCP); the Council must be clear with the parent about its understanding of the requirements of the EHCP and must also be clear with the school about those requirements and ensuring they are met; and clarifying within four weeks of a review whether the Council intends to maintain, amend or end an EHCP.

Case Ref: 20 008 504 Category: Education Sub Category: Special educational needs

• The Council will make service improvements to ensure officers and families are informed about the circumstances when s.19 education can be funded by the Council, this will include the Council reviewing its policy about elective home education.
• The Council will ensure its policy on personal education budgets is followed with decisions given in writing with reasons.
• The Council should ensure officers understand the law about personal education budgets and follow the Council’s policy to provide written decision with reasons and offer a review.
• The Council will ensure SEND officers are aware an EHC needs assessment decision can be triggered by a child coming to the attention of the Council and does not require a parent request or use of a specific form.

Case Ref: 21 008 739 Category: Education Sub Category: Special educational needs

• The Council will highlight the capacity issues in local special schools and children's social care support identified in this case to the relevant Scrutiny Committee of elected Members.

Case Ref: 21 001 705 Category: Adult care services Sub Category: COVID-19

• The Council agreed to remind staff that direct payment agreements must only be terminated as a last resort.
• The Council agreed that where a direct payment agreement was in jeopardy because the person does not wish to have a prepaid card to pay for care services, it would consider if other methods of payment were appropriate.

Case Ref: 21 001 427 Category: Adult care services Sub Category: Charging

• Ensure the information the Council provides to service users and their families about deferred payment arrangements is up to dat an clear regarding timescales
• Remind staff to be clear in their communications with service user and their families about processes and timescales

Case Ref: 21 000 200 Category: Adult care services Sub Category: Residential care

• The Council will write to the Ombudsmen to explain what action it will take to ensure the care home has: - a robust procedure in place for supporting new residents to make an informed choice about whether they wish to register with a new GP practice; and - a robust protocol in place for the administration of palliative medications. This should include a process for receiving, storing, administering and recording palliative medications.

Case Ref: 20 013 869 Category: Children's care services Sub Category: Looked after children

• The Council will: • Review its policy on contact sessions and communication with parents (or other family members) of children subject of an SGO. If it does not have a policy, it should consider producing one or how it could be added into a relevant existing policy.
• • Remind relevant officers of the functions included in the statutory complaint procedure and who can make a complaint.