Case Ref: 21 015 463 Category: Education Sub Category: Alternative provision

• the Council has also agreed to:• send a reminder to relevant staff of the need to promptly decide whether its section 19 duty has been triggered when a child is not accessing education due to health or medical reasons, including when it becomes clear the child is unable to access a reintegration programme for these reasons. Where the duty is triggered, staff should clearly record how they have assessed whether any educational provision is suitable to the child’s age, ability and aptitude and anyspecial educational needs they may have; and• share this decision with relevant staff.

Case Ref: 21 012 231 Category: Adult care services Sub Category: COVID-19

• The Council has agreed to take action to ensure:a)it reviews people’s needs at least every 12 months; b)provides people with copies of reviews, assessments and care and support plans; andc)officers provide accurate information when responding to complaints.

Case Ref: 21 007 240 Category: Adult care services Sub Category: Transition from childrens services

• The Council will issue written reminders to relevant staff to ensure they are aware they must start assessments in good time and without unnecessary delay to ensure a smooth transition from children’s services to adult care services.
• The Council will issue written reminders to relevant staff to ensure they are aware they should explore with the service user whether they wish for their family to be involved in a Care Act 2014 assessment. Staff should properly document any decisions on this.

Case Ref: 20 008 743 Category: Adult care services Sub Category: Disabled facilities grants

• The Council has agreed to ensure specialist advice is sought for adaptations for people with disabilities such as sight loss in future.
• The Council has agreed to ensure it communicates with people in an accessible format. When, exceptionally, it is unable to do this, it should speak to the person about how best to do this and make a record of the conversation.

Case Ref: 21 004 525 Category: Education Sub Category: Other

• The Council has agreed to take the following action • review its guidance to staff on when its Section 19 duty is triggered to ensure the recommendations in the Ombudsman’s focus report above are reflected in this. The Council should consider including guidance on our recommendation that councils should choose, based on all the evidence, whether to enforce attendance or provide the child with suitable alternative education; and, • share this decision with relevant staff members.

Case Ref: 20 009 975 Category: Adult care services Sub Category: Charging

• Remind relevant finance staff to send tailored letters where there is any failure in the Council’s service. And specifically, where there is a delay in financial assessment which leads to arrears accruing. In these circumstances the Council should ensure to apologise for its delay and offer repayment by instalments. I note the invoice has a box called ‘Payment Terms: (if not standard 28 days).’ This was left blank, but something could have been inserted here regarding agreeing a repayment plan.
• Review the process for sending cheques to find a way to also send a covering letter when necessary. In this case a letter could have been generated and sent in advance of the cheque so she would have been expecting it and would understand what it was for. Therefore, the Council may need to remind relevant staff to take this action where necessary.

Case Ref: 20 006 368 Category: Adult care services Sub Category: Residential care

• the Council will remind the Care Provider, including management, about the need to respond to complaints in line with its complaints policy.
• the Council will help the Care Provider to draw up a policy which clearly states how the Care Provider will deal with residents who refuse fluid/nutrition, including residents who lack capacity.
• the Council will ensure the Care Provider reviews its practice to make sure GPs have more timely and regular involvement if there are concerns with residents refusing to eat and drink.
• the Council will remind the Care Provider to keep proper records of discussions with residents and family members about any concerns.
• the Council will review its Commissioned Provider Complaints Policy so the Council is aware of complaints made about commissioned providers and has the ability to review those complaint responses if it wishes.

Case Ref: 20 005 073 Category: Adult care services Sub Category: Charging

• The Council to review its charging policy so it is clear on its position to allow deputyship fees in certain circumstances.
• The Council to review all other cases involving deputyship fees in the last 12 months in the light of my findings and reassess charges where necessary.

Case Ref: 20 001 453 Category: Adult care services Sub Category: Assessment and care plan

• Remind relevant adult social care staff of the importance of clear communication and being open and transparent with customers. Remind relevant staff of the importance of having an oversight of work that is contracted out and chasing where necessary to ensure completion. The Council should ensure it has adequate systems in place to achieve this. If it doesn’t already the Council should gain consent to contact relevant professionals/agencies to support the assessment and care planning process.

Case Ref: 19 019 712 Category: Education Sub Category: School transport

• The Council has agreed that it will amend its policy to provide information on how it considers the £500 contribution is affordable for everyone and will also amend its policy to confirm it does consider providing transport in circumstances where there is evidence it would be unreasonable for an applicant to attend their nearest or designated college.