Service improvements

Kent County Council

Showing service improvements between 1 April 2026 and 31 March 2027

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 - 3 of 3 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 (25 012 016)

    Category: Adult care services Date: 01-Jun-2026

    Summary

    Mrs C complained about the care her father, Mr D received at the end of his life in a Council-funded care home. We have found fault with the Care Provider. In addition to the action already taken to improve the Care Provider’s procedures, the Council has agreed to apologise to Mrs C, make a symbolic payment and ensure the Care Provider notifies the Council in future of complaints made about the care provided to Council-funded residents.

    Service improvements

    The Council has agreed to ensure that the Care Provider reviews its complaints policy to include a requirement to notify the Council about complaints it has received about the standard of care given to a council-funded resident and the complaint outcome including any recommendations for improvements.

  • Kent County Council (25 010 710)

    Category: Adult care services Date: 11-May-2026

    Summary

    The Council was at fault for reducing Ms Y’s care package without carrying out a proper and up-to-date reassessment of her needs. It failed to adequately assess and evidence her night-time support needs, did not complete a clear risk assessment, and made its decision while key uncertainties remained.

    Service improvements

    The Council agreed to review its competency andtraining framework for staff overseeing care act assessments and reviews within18 months. The Council will also circulate a staff briefing sharing thespecific learning from this investigation.

  • Kent County Council (25 008 092)

    Category: Adult care services Date: 06-May-2026

    Summary

    There was fault by the Council as it delayed completing social care assessments, care and support plans and in determining the dates Mrs X’s parents’ savings fell to the threshold for council funding for social care and support. This caused avoidable distress and confusion. The Council has made retrospective payments which is a partial remedy. It will also take the following action: issue a written apology, make a symbolic payment to Mrs X, review her parents’ financial assessments and review case allocation, assessment and care planning procedures.

    Service improvements

    The Council will remind staff in the adult social care team that the Council has the power to fund live-in care and staff should not tell members of the public the opposite.The Council will review procedures for case allocation, assessment and care and support planning. Revised procedures will set out timescales for completion and an escalation procedure for non-compliance so all staff are clear about expectations and legal requirements.

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