Service improvements

Kent County Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 (24 004 875)

    Category: Children's care services Date: 02-Jan-2025

    Summary

    Mrs B complained that the Council failed to provide adequate support to her and her son (C) when he was experiencing distress, failed to explain why he was not eligible for services from its disabled child team and delayed excessively in arranging personal assistant support through direct payments. We have found fault with the Council’s actions. The Council has agreed to apologise to Mrs B, pay her £1300 and provide evidence of improvements to its procedures for the future.

    Service improvements

    The Council has agreed to provide evidence of the steps taken to:•ensure direct payments are not held up due to discussions over which service is involved with a service user; and •ensure the reasons for decisions about which service a child will be under are fully explained to parents in good time.

  • Kent County Council (24 003 150)

    Category: Children's care services Date: 29-Oct-2024

    Summary

    Mr X complains about services provided by the Council’s children’s and adolescent services. The Council was at fault for failing to consider the complaint under the children’s statutory complaints procedure. The Council has agreed to now consider Mr X’s concerns through the statutory procedure and will apologise to him for failing to do this originally.

    Service improvements

    Remind relevant staff via training, or a briefing paper, of the statutory guidance Getting the best from Complaints as well as drawing their attention to the Ombudsman's practitioner's guidance.

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