Case Ref: 20 007 129 Category: Environment and regulation Sub Category: Refuse and recycling

• The Council will review its complaints policy to specify circumstances where service issues should be managed as formal complaints. Any changes should state how officers will distinguish between service issues and formal complaints to prevent future delays.
• The Council will monitor the commercial waste collections for six weeks and ensure the bins are stored correctly by the respective shops and waste collection crew.
• The Council will complete a twice weekly check of the road for six weeks to see whether it is affected by fly-tipping which merits further investigation.

Case Ref: 20 005 449 Category: Education Sub Category: Alternative provision

• The Council will review lessons learned form this complaint about the provision of education to a child out of school due to illness, and draw up and implement a plan, with timescales, to ensure so far as possible that the faults identified by this investigation do not recur.

Case Ref: 20 005 159 Category: Transport and highways Sub Category: Other

• The Council agreed to review the exceptional circumstances criteria of its vehicle crossover policy. It also agreed to review the way its highways department records decisions and ensure the reasons for a decision are fully explained to applicants.

Case Ref: 20 003 722 Category: Adult care services Sub Category: Charging

• Review its procedures and bring them into line with the Care and Support Statutory Guidance which states that where a local authority is meeting needs by arranging a care home, it is responsible for contracting with the provider and for paying the full amount.

Case Ref: 20 000 240 Category: Adult care services Sub Category: Charging

• The Council has agreed that will review its procedures to ensure that, in future, adequate information on costs is given to service users at the outset.

Case Ref: 19 020 730 Category: Adult care services Sub Category: Assessment and care plan

• The Council agreed to inform its officers not to withhold payment of care fees in similar cases.
• The Council has agreed to review its systems and to consider providing training in communications.

Case Ref: 19 007 560 Category: Children's care services Sub Category: Child protection

• Review staff training needs on application of statutory guidance for complaints
• Review staff training neds on application of statutory guidance for care planning, placement and case review
• Review staff training needs on the application of statutory guidance for transition to adulthood for care leavers

Case Ref: 20 002 682 Category: Education Sub Category: Special educational needs

• The Council will review its policy and procedure to ensure it finishes amended Education Health and Care Plans in a timely manner, and within eight weeks of sending out the amendment notice.
• The Council will ensure it has a plan to chase parties when they do not provide or delay in providing information for Annual Reviews of Education Health and Care Plans in a timely manner.

Case Ref: 20 001 050 Category: Education Sub Category: Special educational needs

• The Council agreed to research parents rights of appeal against an EHC Plan issued on the directions of the SEND Tribunal and to update its advice to parents to reflect the current law.

Case Ref: 19 016 048 Category: Adult care services Sub Category: Other

• Ensure there are risk assessments in place for others who may be at risk from using the hot water tap.
• Remind staff about the importance of carrying out risk assessments when installing equipment which has the potential of causing injury such as hot water taps.