Service improvements

Kent County Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 17 of 17 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 (21 019 100)

    Category: Education Date: 13-Oct-2022

    Summary

    Mr C complained about the Council’s failure to find an education placement for his son D since May 2021. While recognising the efforts the Council has made, we found fault which has caused D and his family significant injustice. The Council has agreed to apologise, pay £3,250 for the educational benefit of D and £300 to Mr C and consider steps to widen the availability of placements for the future.

    Service improvements

    The Council has agreed within three months of the date of my final decision:to consider any further action it can take to increase the choice and availability of placements for young people in D’s position.

  • Kent County Council (21 017 510)

    Category: Education Date: 25-Jul-2022

    Summary

    Miss B complained that the Council, in respect of her daughter C, failed to provide special educational support in accordance with her EHC plan, failed to carry out Annual Reviews, failed to provide alternative education when she was unable to attend school and failed to communicate properly with Miss B. We have found fault with the Council, which caused significant injustice to Miss B and C. The Council has agreed to apologise, pay £500 to Miss B, £4,000 to C and improve its service for the future.

    Service improvements

    The Council has agreed to undertake a detailed review of its policy and procedure for responding to situations where a child is out of school and not receiving education,identifies the reasons why the Council repeatedly says the responsibility for education in these circumstances is down to the school and suggests improvements which can be made to improve staff understanding and implementation of this key duty.

  • Kent County Council (21 013 375)

    Category: Education Date: 29-May-2022

    Summary

    Mr D complained about the Council’s handling of his three children’s Education, Health and Care plans. The Council agreed it caused delays in reviewing and amending their plans, and it failed to provide some special educational needs provision. This was fault. It will apologise to Mr D and his children, and make payment to acknowledge the distress, time and trouble, and loss of provision they experienced.

    Service improvements

    The Council will provide the Ombudsman with the procedural changes it said it has made internally, and with schools, to ensure it meets the statutory timescales for reviewing EHC plans and issuing amended EHC plans to parents.The Council will review how it keeps parents informed about any delays in the EHC plan process, and how it learns from these to prevent such delays in future.The Council will review its three-month trial with Mr D in which he were to provide his designated Council Officer with details about issues and needs for his children, and agree with Mr D whether to continue to trial.

  • Kent County Council (21 009 688)

    Category: Education Date: 23-Jun-2022

    Summary

    The Council was at fault for the delay in finding Mrs X’s son a suitable school placement and provide him with the provision as outlined in his Education, Health and Care Plan. To remedy the injustice caused by the fault, the Council has agreed to make a payment to Mrs X and her son. The Council has also agreed to make a service improvement.

    Service improvements

    The Council has already completed work to amend and simplify the procedure for children with Education, Health and Care plans who move to its area.The Council has agreed to provide evidence to the Ombudsman that the simplified procedure has been communicated to all relevant council officers to ensure they are aware of the Council's responsibilities and the statutory timescales that apply when children with Education, Health and Care plans move into its area.

  • Kent County Council (21 009 229)

    Category: Education Date: 12-Apr-2022

    Summary

    Mrs D complained the Council delayed dealing with Mr F’s Education, Health and Care plan after the annual review. She also complained the Council delayed responding to the complaint. We find the Council was at fault for its delays in finalising Mr F’s Education, Health and Care plan. It also delayed responding to the complaint. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council will issue written reminders to relevant staff to ensure they adhere to the timescales set out in the complaints procedure.The Council will issue written reminders to relevant staff to ensure they adhere to the timescales set out in legislation after the annual review of an EHC plan.

  • Kent County Council (21 008 621)

    Category: Education Date: 12-Apr-2022

    Summary

    Mrs B complained about delays in the education, health and care plan process for her child, C. She also complained the Council failed to provide C with the provision in the plan and suitable education when they were not attending school. We found fault with the Council. The Council agreed actions to remedy the injustice to Mrs B and C.

    Service improvements

    • Remind officers of the council’s duties under S19 of the Education Act 1996 to provide alternative provision for children who cannot attend school due to illness, exclusion or other reasons.• Remind officers of the timescales and duties to notify parents of decisions to reassess and decisions following reviews- maintain, amend or cease.• Remind relevant staff of the importance of attempting to resolve complaints at the earliest opportunity. This case should be used an example.

  • Kent County Council (21 004 350)

    Category: Education Date: 28-Jun-2022

    Summary

    Miss X complained the Council failed to secure a school place for her son, Child Y, as required by his Education, Health and Care Plan. She also complained the Council failed to provide suitable education for him when he was not attending school for over a year. This meant Child Y missed out on educational provision and support as required by his Plan. We found the Council to be at fault. To remedy the personal injustice to Miss X and Child Y, the Council has agreed to apologise and make a payment to them. It has also agreed to make improvements to its service.

    Service improvements

    At a senior level, the Council will undertake a detailed review of this case. The review exercise will focus on why Child Y was not provided with suitable alternative education when it became clear a school place could not easily be found. It should also look at why any potential barriers to doing so were not addressed at an early stage. Moreover, the Council will review why a referral was not made to the relevant departments. The purpose of the review is to adopt measures to inform service improvements for each area of fault identified in this statement. The Council will provide evidence of the review and adopted measures to the Ombudsman.Review how the Council ensures remedies agreed in response to complaints are carried out.

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