County council ‘sorry’ for Braille documentblunder

A blind woman has received an apology after Leicestershire County Council failed to send her transport documents in Braille form.

The authority was investigated by the Local Government and Social Care Ombudsman after the woman, who is not identified in the case notes, lodged a complaint.

Her complaint centred around two council departments she had been contacted over social care and travel.

The departments failed to send her information in Braille, sent a council officer to visit her home without Braille identification and staff from the authority contacted her sister without permission.

The maladministration and service failure complaint was made in January of this year.

The authority told the ombudsman that a staff member had called the woman’s sister to ensure she was safe and well because there were concerns for her welfare.

As a result of the ombudsman’s investigation, the county council apologised for failing to send a travel document in Braille.

It said it had a flag on its system to let staff know to send documents in Braille, but said this was not as clear as it would like.

It is now looking at a replacement solution to flag this more clearly. All staff have been reminded about using Braille.

Braille stickers have also been ordered for staff to attach to identity cards.

The ombudsman concluded: “The council agreed to send documents in Braille and it put processes in place to ensure this happened.

“However, these processes note this caused distress.

“The council has apologised and outlined the steps it will take to prevent recurrence. I am satisfied with the actions taken by the council.

“I appreciate the complainant may have concerns about future failings by the council, however, I consider it has taken reasonable steps to ensure its staff are aware of the need to communicate in Braille.”

A Leicestershire County Council spokesman said: “We take both complaints and our duties to provide accessible services very seriously.

“We have made a number of positive changes to our procedures to ensure a similar situation does not arise.

“The ombudsman was satisfied that the actions taken in response were appropriate and fully addressed the concerns raised.” failed.

I