Case Ref: 19 018 607 Category: Adult care services Sub Category: Other

• The Council will advise CGL it should ensure care plans set out the type and level of support the person can expect to receive, with that care plan adjusted as progression is made.The Council should then ensure it inspects a sample of anonymised care plans during its quality monitoring to ensure the changes outlined above have been introduced.

Case Ref: 19 018 350 Category: Education Sub Category: Special educational needs

• Issue written reminders to its staff to adhere to the timescales set out in legislation after the annual review of an EHC plan.

Case Ref: 19 015 304 Category: Adult care services Sub Category: Direct payments

• The Council should also send a memo to officers dealing with debt recovery to remind them of the need to follow the Council’s policy when pursuing repayment. That memo should remind officers of the need to confirm any payment plans in writing and ensure a process is in place to follow up promptly when a payment is not received.

Case Ref: 19 015 098 Category: Children's care services Sub Category: Adoption

• The Council is to tell me, in three months, how it will ensure its insurer takes prompt action once a case is forwarded to it.

Case Ref: 19 010 596 Category: Education Sub Category: School transport

• The Council has agreed to review its policy and procedures to ensure the correct criteria are applied in future in similar cases and arrange training for both officers and panel members on the revised policy to ensure it is properly understood and applied in future.

Case Ref: 19 010 540 Category: Adult care services Sub Category: Assessment and care plan

• The Council has also agreed, when dealing with service-users with visual impairments (particularly those living on their own), to ensure it makes reasonable adjustments (direct verbal communication) so service users are fully engaged in the process and understand what is happening. This may involve providing more bespoke access to officers such as by direct telephone call.

Case Ref: 19 010 137 Category: Education Sub Category: Special educational needs

• For the Council to consider how to ensure, going forward, that complaints are dealt with as soon as possible. It should tell me what action it will take within three months of the date of my decision.