Service improvements

Kent County Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 16 of 16 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 (24 010 594)

    Category: Education Date: 29-Jun-2025

    Summary

    The Council was at fault as it delayed completing an education, health and care needs assessment and subsequently delayed issuing a final Education, Health and Care (EHC) Plan for Miss X’s child, Y. It delayed responding to Miss X’s complaints. Furthermore, the Council did not take any action in response to Y being on a reduced timetable at school. The Council has agreed to make a symbolic payment to Miss X and apologise to her for the distress and frustration the matter caused her. The Council will also make service improvements to prevent a recurrence of fault.

    Service improvements

    The Council will review with staff the importance of following the statutory guidance when it receives a request for an education, health and care needs assessment.The Council will provide the Ombudsman with a plan of what action it is taking or will take to resolve its issues with staffing.The Council will review with staff that it should monitor or review a situation where a child is attending school on a part-time timetable due to challenges.

  • Kent County Council (24 010 458)

    Category: Education Date: 14-Aug-2025

    Summary

    Mrs X complained the Council delayed completing her child’s annual review and failed to provide the Occupational Therapy provision set out in their Education, Health and Care Plan since 2022. We find the Council at fault. This caused uncertainty and a loss of special educational provision. The Council has agreed to apologise, make a payment to Mrs X, and take steps to improve its services.

    Service improvements

    The Council has agreed to provide an update on the actions it is taking to address the ongoing shortage of Occupational Therapists in its area.

  • Kent County Council (24 009 455)

    Category: Adult care services Date: 01-Jun-2025

    Summary

    Mr X complained about an invoice which incorrectly backdated charges for his stepfather’s stay at a care home and delay in the Council’s complaint process. We have found delay and poor communication causing distress but consider the Council’s proposed action of an apology, symbolic payment and liaison with the care home to obtain a refund of fees provides a suitable remedy.

    Service improvements

    The Council will provide a copy of the briefing note about overpaid care fees issued to relevant staff and the outcome of its complaint review to the Ombudsman.

  • Kent County Council (24 008 301)

    Category: Adult care services Date: 24-Jun-2025

    Summary

    Ms C complains the Council took unfounded safeguarding action against her and reached a biased decision. Ms C also complains the Council failed to consider all her complaints. There is no fault in the Council’s decision to start safeguarding. However it is at fault for delay, and the failure to investigate some of Ms C’s complaints. To remedy the complaint the Council has agreed to apologise to Ms C and make service improvements.

    Service improvements

    The Council will:a) review why there was a delay in the implementation of the initial safeguarding action plan and if relevant what actions the Council will take to prevent this from occurring in the future.b) review why there was no follow up to Ms C’s first complaint which the Council put on hold until the outcome of the safeguarding investigation. If relevant what actions the Councils will take to prevent this reoccurring.

  • Kent County Council (24 008 268)

    Category: Education Date: 10-Sep-2025

    Summary

    Miss X complained about the Council’s continued failure to ensure her child Y, received therapy provision in line with their Education, Health and Care Plan. She also complained about personal budget decisions and a failure to provide Y with Free School Meals (FSM). The Council was at fault as Y missed out on therapy provision for four terms between May 2024 and July 2025. There was also fault around its FSM and personal budget decision making and it has delayed carrying out the 2025 annual review. The Council agreed to apologise, make payments and review its decision making to remedy the injustice caused to Miss X and commission the therapy provision without further delay.

    Service improvements

    The Council has agreed to remind relevant officers that applicants cannot appeal Education, Health and Care Plan personal budget decisions to the SEND tribunal. The Council should ensure officers respond to requests in writing and provide applicants with the opportunity to request a review of the decision.The Council will provide the Ombudsman with an update around the tenders for the delivery of therapy provision. The update should include what progress the Council has made to reduce the number of children waiting for therapy provision and what future action it is taking to ensure therapy provision is delivered without delay.

  • Kent County Council (24 004 981)

    Category: Education Date: 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.

    Service improvements

    Update us on the backlog in its complaints process for stage one and two responses and its timeliness.Update us on its action plan for dealing with the backlog for stage one and two responses and how it is being managed.

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