Service improvements

Kent County Council

Showing service improvements between 1 April 2021 and 31 March 2022

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 11 - 20 of 33 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Kent County Council as a CSV file.

  • Kent County Council (21 002 769)

    Category: Education Date: 01-Mar-2022

    Summary

    Dr X complained about how the Council prepared and issued Z’s Education, Health and Care plan. The Council delayed issuing the plan and failed to effectively communicate with Dr X about the progress of Z’s assessment. This caused Dr X and Z avoidable frustration and uncertainty. The Council agreed to make a payment to Dr X and to make service improvements to prevent the fault occurring again.

    Service improvements

    The Council agreed to remind its staff they should issue final EHC plans as soon as possible and within the statutory timeframes and that they must send consultations to schools without delay.

  • Kent County Council (21 002 352)

    Category: Education Date: 02-Mar-2022

    Summary

    We upheld part of Mrs X’s complaint about an unsuccessful school appeal for her son. There was no fault in the Council’s decision to hold appeals based on written submissions or in how the panel considered the evidence Mrs X provided. However, there was fault in the decision letter following the appeal. While this did not cause Mrs X an injustice, the Council has agreed take action to prevent future injustice to others.

    Service improvements

    The Council will remind clerks their decision letters should be an accurate reflection of the discussion which took place during the appeal hearing.

  • Kent County Council (21 001 220)

    Category: Adult care services Date: 15-Dec-2021

    Summary

    Mrs X complained the Council reduced the support provided to her son, Mr Y, on his care plan without involving him in 2019. There was fault in how the Council reduced Mr Y’s care and support without notice and delays in arranging his direct payments in late 2020. It agreed to apologise to Mr Y and Mrs X, and pay them both financial remedies. It also agreed to review the training it provides to social workers about direct payments.

    Service improvements

    The Council agreed to review the training it provides to social workers about direct payments to ensure they understand the Council's procedures and know how to properly make requests for direct payments.

  • Kent County Council (21 001 093)

    Category: Adult care services Date: 28-Sep-2021

    Summary

    There was fault in Mrs Z’s care in a care home. Staff did not act in line with COVID-19 guidance and record keeping and communication was not in line with accepted standards. The Council will apologise and take action described in this statement.

    Service improvements

    The Council will ensure the Care Provider’s policies and procedures with regard to COVID-19 testing and visiting are updated according to current government guidance.The Council will ensure the Care Provider reminds staff in the Care Home of the importance of maintaining accurate and complete records of liaison with health professionals.

  • Kent County Council (21 000 832)

    Category: Children's care services Date: 25-Nov-2021

    Summary

    Ms D complained the Council unreasonably took safeguarding action in respect of her son. We find the Council was at fault how it handled Ms D’s case. The Council has agreed to our recommendations to address Ms D’s injustice.

    Service improvements

    •Provide me with evidence it has learnt lessons from Ms D’s complaint and it will now, where appropriate, follow up verbal consent with written consent when undertaking an assessment. •Using this case an example, issue written reminders to its social workers to ensure they complete accurate and evidence-based assessments.

  • Kent County Council (21 000 800)

    Category: Children's care services Date: 12-Oct-2021

    Summary

    Mr and Mrs X complain the Council made a wrong decision about their application to become foster parents. We found the Council treated Mr and Mrs X unfairly which resulted in a flawed decision to refuse their application. The Council has accepted fault and has now offered to proceed with the application to the next stage. That said, Mr and Mrs X still suffered an injustice and so we have recommended a number of remedies.

    Service improvements

    The Council will also review all feedback given to foster applicants who attended virtual courses set up in response to the Covid-19 pandemic. The purpose of the review will be to ascertain whether other applicants have been affected by the same fault identified. The Council will identify any other cases which were not referred to panel. If the decision was flawed, it will conduct a fresh review of the decision made and notify the applicant of this accordingly.

  • Kent County Council (21 000 430)

    Category: Environment and regulation Date: 04-Nov-2021

    Summary

    Mr F complained about the Council’s handling of his reports about drainage issues in the Highway, which caused flooding of his garden and driveway. He also said it failed to keep him informed about its works. As a result, Mr F said he experienced distress and uncertainty. We found the Council failed to follow its Policy and caused delays. It also failed to keep Mr F properly informed about the progress of its planned works. The Council has agreed apologise and make payment to Mr F to acknowledge the distress and uncertainty this caused him. It also agreed to review how it keeps service users informed about its works to prevent ongoing flooding.

    Service improvements

    The Council should consider how it keeps service users, who experience ongoing flooding issues, informed about the progress of its works to resolve Highway drainage concerns.

  • Kent County Council (20 012 990)

    Category: Adult care services Date: 10-Oct-2021

    Summary

    Mr & Mrs X complain the Council has failed to meet their son’s needs during the COVID-19 pandemic, leaving them to meet almost all his needs and their son paying for care he has not received. They also complain the Council failed to respond to their correspondence, putting them to significant time and trouble pursuing their concerns. The Council accepts it failed to respond to correspondence, wrongly advised them to continue paying for day services which were not supporting Mr Y, and failed to explain the reasons for its decisions. This caused avoidable distress and put them to considerable time and trouble in pursuing their concerns. The Council also failed to review Mr Y’s needs, leaving doubt over whether there was more it could have done to meet them. The Council needs to review Mr Y’s needs, apologise to the family and pay financial redress.

    Service improvements

    The Council has agreed to remind officers of the need to record significant contacts with people, for example when advice or instructions are give.

  • Kent County Council (20 012 324)

    Category: Education Date: 06-Sep-2021

    Summary

    We did not find fault with the Council’s decision not to refund the cost of a travel pass Mrs X bought for her daughter. However, there was fault in the Council’s failure to communicate its decision not to recover the outstanding debt on the account. That Council agreed to apologise to Mrs X and tell other customers of its decision not to recover outstanding debts on travel passes for the 2020-2021 academic year.

    Service improvements

    The Council will write to all other customers where it decided not to pursue outstanding Travel Saver debts to confirm the Council’s decision. The Council can make it clear the decision was based on the exceptional circumstances caused by the COVID-19 pandemic and only applies to the previous academic year.

  • Kent County Council (20 011 177)

    Category: Adult care services Date: 31-Aug-2021

    Summary

    There was no fault in the way the Council conducted the financial assessment or arranged a care package, although there was poor communication about the process. However, the care visits by the Council’s commissioned care provider did not meet Mrs X’s needs. The Council agrees to waive the charges as the records show care was not regularly given. The Council acknowledges it could have offered a copy of the care and support plan before the financial assessment was completed and has reminded staff to do so from now on.

    Service improvements

    Council has reminded staff of the need to offer a copy of the care and support plan

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