Service improvements

West Sussex County Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 7 of 7 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 (25 003 836)

    Category: Adult care services Date: 26-Jun-2025

    Summary

    Ms C complains the Council inappropriately withdrew her son’s, Mr D’s, transport to day support services. The Council is at fault for failing to properly apply its transport policy; and in the way it decided on, and reduced services to Mr D. This has caused uncertainty about whether the Council’s decision is correct. To remedy the complaint the Council has agreed to apologise to Ms C, and make service improvements.

    Service improvements

    The Council will review the faults identified in this complaint and produce/amend practice guidance to officers so they correctly apply paragraphs 3.4 and 4.9 when looking at how people access day support. In particular that they properly consider whether there is a suitable alternative before making the decision to remove funding for transport to day support and they are mindful of the general wellbeing principle

  • West Sussex County Council (25 003 813)

    Category: Adult care services Date: 30-Jun-2025

    Summary

    Ms C complains the Council inappropriately withdrew her daughter’s, Ms D’s, transport to day support services. The Council is at fault for failing to properly apply its transport policy; and in the way it decided on, and reduced services to Ms D. This has caused uncertainty about whether the Council’s decision is correct. To remedy the complaint the Council has agreed to apologise to Ms C, and make service improvements.

    Service improvements

    The Council will review the faults identified in this complaint and produce/amend practice guidance to officers so they correctly apply paragraphs 3.4 and 4.9 when looking at how people access day support. In particular that they properly consider whether there is a suitable alternative before making the decision to remove funding for transport to day support, and they are mindful of the general wellbeing principle and the impact of decisions on carers.

  • West Sussex County Council (25 000 463)

    Category: Adult care services Date: 16-Jan-2026

    Summary

    Mrs X complained the Council delayed completing a financial assessment for her father, Mr Y. She also complained the Council provided late and incorrect invoices and did not reassess Mr Y’s care needs when his circumstances changed. We found fault by the Council on all matters. The Council has agreed to apologise to Mrs X and Mr Y and make Mrs X a symbolic payment in recognition of the avoidable time and trouble caused to her. It also agreed to reduce the invoices for Mr Y’s care to reflect that he would likely have made different choices about his care, save for the delay in completing his financial assessment and to reflect the uncertainty about the accuracy of the invoices.

    Service improvements

    The Council will review its procedures for dealing with financial assessments to ensure its assessments are completed within four weeks.The Council will provide information and training to all staff handling financial assessments to ensure the applicant's income is considered when completing an assessment.

  • West Sussex County Council (24 017 495)

    Category: Adult care services Date: 17-Sep-2025

    Summary

    Ms C complains the Council failed to provide services to meet her family’s needs. The Council is at fault for failing to record actions and complete a carer’s assessment. This has caused uncertainty and frustration to Ms C. To put things right the Council will apologise to Ms C, make her a symbolic payment, reassess her needs as a carer and make service improvements.

    Service improvements

    2. Within three months of the final decision the Council has agreed to:-a) review the assessment delays in this complaint and what action the Council will take to reduce future delays;2. Within three months of the final decision the Council has agreed to:-b) remind relevant staff by staff circular, team meeting or other method about the importance of properly recording what action has been taken including where a person has refused an assessment.

  • West Sussex County Council (24 016 899)

    Category: Adult care services Date: 30-Jun-2025

    Summary

    Mr X complained that the Council delayed in completing a needs assessment and then delayed in putting in place the help he needed. Mr X says this caused him stress and caused a deterioration in his mental and physical health. We find fault in the Councils actions for delay in completing the assessment and putting in place the funding for the help Mr X needed. We recommend the Council issues Mr X with an apology, pays a financial payment and completes service improvements.

    Service improvements

    In writing, remind officers to complete assessments within a reasonable time frame.

  • West Sussex County Council (24 008 913)

    Category: Adult care services Date: 27-Nov-2025

    Summary

    Mr and Mrs X complained about the Council’s decision to reduce night time support. We found the Council to be at fault because it took too long to carry out a review of their care and support needs. This caused distress and uncertainty. To remedy this injustice, the Council agreed to apologise and make a symbolic payment to Mr and Mrs X. We did not find fault with the decision about the level of care.

    Service improvements

    By training or other means, the Council will remind relevant members of staff of the need to complete reviews within a reasonable timescale and not allow cases to drift.

  • West Sussex County Council (24 002 365)

    Category: Adult care services Date: 06-Nov-2025

    Summary

    The Council was at fault for failing to properly consider Mrs X’s need for respite as a carer and for not providing her with regular respite it accepted she needs. The Council will apologise and make a symbolic payment to Mrs X to recognise the avoidable distress caused by its fault. It will also take steps to prevent recurrence of the same fault.

    Service improvements

    The Council will set out the steps it has taken to ensure, where carer respite needs are identified in carers’ assessments, it gives proper consideration of how those needs should be met.

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