Kent County Council (24 002 261)

Statement Upheld Charging 01-Apr-2025

Summary: Mrs X complained the Council incorrectly calculated Mr Y’s care and support charges, and did not tell her about an outstanding debt. The charges were unaffordable and this caused distress. We found no fault in the Council’s financial assessments or in its consideration of Mr Y’s Disability Related Expenditure. It also kept Mrs X updated about Mr Y’s care charges. The Council was at fault for not contacting Mrs X to reassess Mr Y’s Disability Related Expenditure and for not telling her the outcome of its review. It agreed to apologise for the frustration and uncertainty this caused.

Kent County Council (24 012 580)

Statement Upheld Assessment and care plan 16-Apr-2025

Summary: We upheld Mr Y’s complaint about a failure to provide appropriate communication support, about the charge for his care and about a poor complaint response. The Council will apologise, waive charges, complete a fresh assessment for disability expenses and make Mr Y a payment of £500 to reflect avoidable distress and confusion.

Kent County Council (24 010 382)

Statement Upheld Special educational needs 30-Apr-2025

Summary: Mr X complained about how the Council supported his child, Y’s, special educational needs. There was fault in how the Council failed to act when it became aware some of Y’s support was not being provided and in significant delays responding to Mr X’s complaint. The Council agreed to apologise to Mr X and pay him a financial remedy.

Kent County Council (24 011 968)

Statement Upheld Special educational needs 30-Apr-2025

Summary: Miss X complained about the Council’s delay issuing her child, Y’s amended final Education, Health and Care Plan, failed to provide suitable alternative provision while Y was out of school, communicated poorly and delayed responding to her complaint. We find the Council at fault, causing Miss X avoidable distress and uncertainty. The Council has agreed to apologise, make a payment to Miss X, and issue Y’s amended final EHC Plan.

Kent County Council (23 020 623)

Statement Upheld Assessment and care plan 07-May-2025

Summary: Mrs Z, on behalf of Mrs X, complained the Council delaying completing a care needs assessment, delayed completing a financial assessment and failed to effectively communicate. The Council accepts fault and has proposed a remedy which includes correctly applying a disregard and making a symbolic payment for the frustration and distress caused. This is a suitable remedy and so we will discontinue the investigation.

Kent County Council (24 004 981)

Statement Upheld Special educational needs 07-May-2025

Summary: Ms X complained there were failings in the way the Council dealt with her son Y’s Education, Health and Care Plan and provided him with support. Based on current evidence we found fault by the Council as it failed to carry out annual reviews of Y’s Education Health and Care Plan and responded to Ms X’s complaints about the matter in a timely way causing uncertainty and distress. We have recommended a suitable remedy for the injustice caused so have completed our investigation.

Kent County Council (24 000 111)

Statement Upheld Assessment and care plan 13-May-2025

Summary: Mrs Y complains that her son, Mr D, was left with unmet care needs due to failures by the Council in 2023. She also says the Council did not arrange appropriate advocacy support for Mr D, did not provide information and advice about the use of direct payments and failed to consider its duties under the Equality Act. We find there was a delay in reviewing Mr D’s direct payments. The fault has created uncertainty because we cannot say if Mr D had unmet needs during the period of delay. We also find the Council did not post monthly statements of the direct payment account as agreed. The Council will apologise and make a symbolic payment of £250 to Mr D.

Kent County Council (24 019 822)

Statement Upheld Charging 14-May-2025

Summary: We will not investigate Mr X’s complaint about the Council pursing him for his late father’s care debt. This is because an investigation would not lead to any further findings or outcomes as the Council has offered a suitable remedy.

Kent County Council (23 016 740)

Statement Upheld Special educational needs 19-May-2025

Summary: Mrs X complained the Council failed to provide the occupational therapy detailed in Section F of her child’s Education Health and Care Plan (EHC Plan). The Council provided no OT for a year and then failed to provide the OT in line with the provision in the EHC Plan. This had a detrimental impact on her child’s development and caused stress. The Council will apologise and make payments for the lost provision.

Kent County Council (24 002 131)

Statement Upheld Special educational needs 27-May-2025

Summary: Mrs X complained that the Council failed to deliver education to her daughter while she could not attend school. We have found that the Council was at fault, because it did not consider making alternative arrangements for Mrs X’s daughter, who lost education as a result. The Council has already offered a suitable remedy, so we have not recommended that it take further action.