Service improvements

West Sussex County Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 (23 004 405)

    Category: Children's care services Date: 10-Oct-2023

    Summary

    Ms X complained the Council has refused to investigate her complaints about how it dealt with her when her children were on a child protection plan. We find the Council at fault for failing to consider its discretion when deciding the complaint was out of time. The Council has agreed to apologise to Ms X, review its decision and act to prevent reoccurrence.

    Service improvements

    The Council will remind complaint handling staff of the importance of considering discretion if they conclude a complaint is outside time limits.

  • West Sussex County Council (23 002 329)

    Category: Children's care services Date: 07-Nov-2023

    Summary

    Mr and Mrs X complained about the Council’s investigation under the statutory children’s complaints procedure around its involvement which their daughter, F’s care. The stage 3 review panel was not carried out in line with statutory guidance, which was fault. However, this did not cause Mr and Mrs X an injustice and there is no worthwhile outcome in holding a fresh panel. The Council agreed to take action to prevent recurrence of the fault.

    Service improvements

    The Council agreed to review how it appoints and trains its stage 3 panel chairpersons and panel members as part of the children's statutory complaints procedure. It should ensure that all stage 3 chairpersons have sufficient knowledge and experience to conduct stage 3 panels in line with the statutory guidance. It should also ensure it has appropriate quality monitoring processes in place to ensure stage 3 panels are held in line with the statutory guidance going forward.

  • West Sussex County Council (22 012 513)

    Category: Children's care services Date: 03-Jul-2023

    Summary

    Mr and Mrs X complained the Council did not consider its duties under the Equality Act 2010 when it carried out a child and family assessment. Mr and Mrs X also complained the Council delayed investigating their complaint that the assessment was discriminatory. We found fault by the Council in its complaint handling and the Council has agreed a remedy to address the injustice identified.

    Service improvements

    Remind staff of the importance of adhering to the timeframes specified in the children’s statutory complaint process

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