Kent County Council
Annual statistics ?Find out more about annual statistics
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Complaints upheld
87% Complaints upheld by Kent County Council
87% of complaints we investigated were upheld.
This compares to an average of 80% in similar authorities.
53 upheld decisions
View upheld decisionsAdjusted for Kent County Council's population, this is
3.4 upheld decisions per 100,000 residents.The average for authorities of this type is
3.4 upheld decisions per 100,000 residents.Statistics are based on a total of 61 detailed investigations for the period between 1 April 2022 to 31 March 2023
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by Kent County Council
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 100% in similar authorities.
Statistics are based on a total of 51 compliance outcomes for the period between 1 April 2022 to 31 March 2023
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Satisfactory remedies provided by the Council
8% Complaints with satisfactory remedy provided by Kent County Council
In 8% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 6% in similar authorities.
4 satisfactory remedy decisions
Statistics are based on a total of 53 detailed investigations for the period between 1 April 2022 to 31 March 2023
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Public reports ?Find out more about public reports
In the last nine years, the Ombudsman has published the following public interest reports against Kent County Council
Ombudsman investigation reveals 170 delayed complaints in Kent
A Local Government and Social Care Ombudsman investigation has uncovered a backlog of 170 unanswered children’s services and education complaints in Kent.
Kent couple lost valuable time together because of council errors
A Kent couple lost valuable time together after the council placed one partner in a care home against her wishes following a hospital stay, the Local Government and Social Care Ombudsman has found.
Councils urged to learn from Ombudsman investigation into child abuse complaint
The Local Government and Social Care Ombudsman is urging councils to place children at the centre of decision making in cross border child protection cases, after a suicidal teenager was left without appropriate support when she reported serious sexual abuse.
Councils urged to check their parking policies following Ombudsman investigation
Councils across England are being urged to ensure they are using the correct legislation to issue parking fines at country parks following a Local Government and Social Care Ombudsman investigation into Kent County Council.
Parents need to be supported to balance care and work needs, Ombudsman says
Parents of children with disabilities should be supported to balance their care and working needs, the Local Government Ombudsman (LGO) has said.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 23 011 351
Category: Education
Sub Category: Special educational needs
- The Council is carrying out a commissioning review to address failures to put in place physiotherapy and other therapies it set out in the Education Health and Care plans for children and young people in its area.
Case reference: 23 009 926
Category: Education
Sub Category: Special educational needs
- Produce an action plan to demonstrate how the council will meet statutory timescales for annual reviews.
- Provide staff training to ensure they understand the legal framework and obligations in relation to the faults found.
Case reference: 23 008 311
Category: Education
Sub Category: Special educational needs
- The Council will issue written reminders to relevant staff to ensure they are aware children who receive alternative provision should have access to a broad and balanced curriculum where appropriate. The provision must also be of a standard a child would receive in school.
Case reference: 23 006 845
Category: Education
Sub Category: Special educational needs
- Share this decision with relevant staff, along with the Ombudsman’s focus report ‘Parent Power: learning from complaints about personal budgets’ (November 2023).
- Remind staff to be alert to requests for personal budgets and direct payments so that the Council can properly consider these.
Case reference: 23 006 222
Category: Education
Sub Category: Special educational needs
- Share this decision with relevant staff, along with the Ombudsman’s focus report ‘Parent Power: learning from complaints about personal budgets’ (November 2023).
- Remind staff to be alert to requests for personal budgets and direct payments so that the Council can properly consider these.
Case reference: 23 006 015
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will:a) remind and if appropriate provide training to staff members about1. the importance of including vulnerable people within the safeguarding process;2. assessing mental capacity in line with the safeguarding policy;3. providing an advocate in line with the safeguarding policy.
- b) review how safeguarding concerns were acted on in this complaint in particular the initial delay after the November 2022 concern;
- c) remind staff and the Care Provider about the importance of completing risk assessments when issues are raised.
Case reference: 23 005 403
Category: Adult care services
Sub Category: Assessment and care plan
- The Council has agreed to review its assessment and funding procedures to ensure there are clear timescales for funding decisions to be made and communicated to service-users and their families.
Case reference: 23 005 353
Category: Children's care services
Sub Category: Child protection
- 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.
Case reference: 23 003 403
Category: Education
Sub Category: School admissions
- The Council will remind all clerking staff of the importance of accurately recording how the panels have reached their decisions.
Case reference: 23 003 106
Category: Education
Sub Category: School admissions
- The Council will remind clerks of the need to record robust and clear reasons for the panel’s decision at both stages of the school admission appeals process.
Last updated: 4 April 2015