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 1 - 6 of 6 cases with service improvements

Export results (CSV)

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

  • Kent County Council (24 017 132)

    Category: Adult care services Date: 14-Aug-2025

    Summary

    The Council was not at fault in the way it decided to protect Mr Y’s belongings when he went into hospital or in the time taken to return the belongings to him. It was at fault for the delay in asking Mr Y whether he was happy with the Council securing his belongings once it was satisfied he could make his own decisions, however, this did not cause an injustice to Mr Y. The Council has already made a service improvement. The Council was also at fault for delaying responding to Mr X’s complaint. The Council has already apologised to Mr X and offered him a symbolic payment. It has agreed to remind relevant staff of the timescales set out in its complaints’ procedure.

    Service improvements

    The Council will amend its process so when a person using its service under the protection of property team does regain capacity, it will ask them whether they are happy for the Council to continue to secure their belongings and document their decision.The Council will remind relevant staff to respond to complaints in line with its complaints procedure.

  • Kent County Council (24 016 385)

    Category: Adult care services Date: 14-Aug-2025

    Summary

    Ms F complained that Kent County Council and NHS Kent and Medway Integrated Care Board’s flawed Section 117 aftercare policy meant she would have to unfairly contribute toward accommodation costs. We consider the Council and ICB’s Multi-Agency Policy is flawed, which has caused Ms F confusion, uncertainty and distress. The Council and ICB have agreed to apologise to Ms F, make a symbolic payment to her, review the policy, and offer to reassess her Section 117 aftercare needs.

    Service improvements

    The Council and ICB should carry out a joint review of their Multi-Agency Policy (specifically sections 4.9 and 6.2) to ensure if falls in line with the Mental Health Act and Code of Practice's approach to Section 117 and accommodation. Once the Council and ICB have completed that review of the Multi-Agency Policy, within a further four weeks, they should contact Ms F to offer to arrange a comprehensive assessment of Ms F’s Section 117 aftercare needs, to support her discharge from her current hospital admission. If they decide Ms F will need accommodation on discharge from hospital, it should include a detailed analysis explaining if that placement meets the criteria for “accommodation plus”.During my investigation, the Council and ICB told me “There are approximately 250 people who have been identified that might be paying rent in the context of supported living, who receive Section 117 after-care”. Based on the Council and ICB’s flawed Multi-Agency Policy, some of those people may be unnecessarily paying towards their accommodation. Therefore, as part of individual service users’ Section 117 annual review process, the Council and ICB should review if those people’s supported living placement forms part of their Section 117 aftercare.

  • Kent County Council (24 016 061)

    Category: Adult care services Date: 27-May-2025

    Summary

    Mrs X complained that the Council took too long to make funding arrangements to support her mother’s place in a care home. We found the Council to at fault because it took over a year to resolve. This caused Mrs X significant distress and frustration. To remedy this injustice, the Council has agreed to apologise and make a symbolic payment to Mrs X. It will also take action to improve its service.

    Service improvements

    The Council will carry out a review, at management level, about what went wrong in this case and provide the Ombudsman with a short report setting out the action it proposes to take to ensure financial assessments are completed in a timely fashion and there is sufficient management oversight of outstanding financial assessments.The Council will brief relevant staff of the importance of keeping family members informed of progress when carrying out financial assessments.

  • Kent County Council (24 012 991)

    Category: Adult care services Date: 14-Sep-2025

    Summary

    Miss X complained about the Council’s actions when her son, Mr Y, had to move from supported residential accommodation. We have found fault because the Council was too slow to act in trying to find new accommodation and failed to adequately assess Mr Y’s needs or provide sufficient information linked to his move. This caused Miss X and Mr Y significant avoidable distress, frustration and uncertainty. To remedy the injustice caused, the Council has agreed to apologise and make symbolic payments to Miss X and Mr Y. It will also provide reminders and guidance to relevant officers.

    Service improvements

    The Council will remind relevant officers and managers to comply with their responsibilities under relevant Care Act legislation and the Care and Support Statutory Guidance. This will help to ensure care and support plans are reviewed and updated in a timely manner. It will also help to ensure comprehensive, relevant information is shared with relevant service users at an early stage to promote their wellbeing and advise of possible options in the case presented.

  • 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.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings