Service improvements

Kent County Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 2 of 2 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 (23 005 353)

    Category: Children's care services Date: 02-Feb-2024

    Summary

    The couple complained about matters relating to the Council’s child protection involvement with their family. They said the Council provided incorrect and conflicting information throughout its involvement and failed to respond to them. We find the Council was at fault. This caused the couple significant distress. The Council has agreed to make several recommendations to address the injustice caused by fault.

    Service improvements

    The Council will by training or other means, ensure the relevant officers are aware that all issues raised in a complaint are appropriately addressed and remind relevant officers of the importance of providing clear communication and responding in a timely manner.

  • Kent County Council (22 001 399)

    Category: Children's care services Date: 30-Jul-2023

    Summary

    Mrs X complained the Council did not offer appropriate financial assistance whilst she was caring for her great-granddaughter for 17 months. We have found fault because the Council failed to properly explain the effect of the arrangement in place at the outset. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Mrs X and make changes to its procedures.

    Service improvements

    The Council will remind officers responsible for making case notes that these should be finalised as soon as reasonably possible after the event. This will help to avoid any confusion and minimise the potential for errors.This Council will consider providing those caring for children under private family arrangements with an information leaflet. This will help to explain how the arrangement works and the implications it may have for the care givers.

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