Service improvements

West Sussex 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 1 - 3 of 3 cases with service improvements

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Downloads the current filtered list of service improvement decisions for West Sussex County Council as a CSV file.

  • West Sussex County Council (25 010 850)

    Category: Transport and highways Date: 28-Apr-2026

    Summary

    Mr X complained the Council failed to take action in response to his reports of noise and vibration from a speed bump outside his house. We found fault by the Council in not carrying out an agreed action but consider an apology and site visit provide a suitable remedy.

    Service improvements

    The Council’s complaint handling policy is in line with our published guidance – the Complaint Handling Code. However, we have identified fault with how it has dealt with this complaint because it did not carry out an action agreed in its final complaint response within the stated timescale and was unable to provide a record of how it completed another agreed action. In order to prevent similar faults from happening, the Council should review how it is applying its policy in practice, using this decision as part of that review, and tell us what action(s) it will take to improve the way it deals with complaints.

  • West Sussex County Council (25 009 336)

    Category: Education Date: 14-Apr-2026

    Summary

    Mrs B complained that the Council delayed providing funding to the School named in her son’s Education, Health and Care Plan to enable it to put the special educational support in place. We found the Council at fault which caused C to miss out on essential educational support and Mrs B significant distress. The Council ahs agreed to apologise to Mrs B and C and make a symbolic payment to them.

    Service improvements

    The Council has agreed to remind complaint-handling staff of the need to consider and interrogate all the available and relevant evidence, before reaching a conclusion that the Council has acted without fault.

  • West Sussex County Council (25 002 286)

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

    Summary

    Mr X complains on behalf of his father, Mr Y, the Council detained him against his will while it completed a Deprivation of Liberty Safeguards assessment. Mr X says this led to his father incurring unnecessary care home fees. We have found fault in the actions of the Council in relation to the information it supplied Mr Y. The Council has agreed to write to Mr X to issue an apology and pay a financial payment.

    Service improvements

    In writing, remind relevant staff to provide families/representatives with clear information of a persons accommodation options when placing individuals under DoLS.

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