CQC inspection report marks turning point as Norfolk County Council embarks on department transformation project
Norfolk County Council says it is already transforming its care services after the Care Quality Commission (CQC) gave an overall rating for Adult Social Services "Requires Improvement".
The CQC conducted a look back review of the local authority from 31 January to 3 July this year, which included an onsite visit, speaking to staff, meeting service users and consulting with partners and care providers.
Published today 12 December the report highlights safeguarding, waiting times for Care Act assessments and inequity in outcomes as key areas for improvement.
The overall rating was Requires Improvement, with a score of 56% which is 6% away from Good.
However, inspectors also highlighted the new Adult Social Care Leadership Team and the programme of transformation and improvement that they had already set out, self-awareness, staff and leaders' engagement as positives, and said "there had been significant progress made in addressing challenges".
Councillor Alison Thomas, cabinet member for adult social services at Norfolk County Council, said: "I was surprised and very disappointed at the requires improvement rating, especially as the data and written narrative throughout the report is very positive. There appears to be an over reliance on anecdotal evidence but no real explanation as to what this is or why it should have such a bearing on the overall rating.
I have every confidence that the Adult Social Care team transformation project will deliver positive improvements and achieve good outcomes for the people of Norfolk we're here to help.
The team have my unwavering support in the delivery of this ambitious programme of change."
Ian Wake, Executive Director of Adult Social Services at Norfolk County Council, said: "The report acknowledges we are already on our trajectory of improvement for key areas such as assessment waiting times and reviews. We are investing in commissioning programmes including independent living for older people and supported housing for working age adults, to a level many areas of the UK are not.
"Our incredibly hard-working staff were highlighted for their commitment to the thousands of residents they support every day, and I would like to echo that."
The transformation programme will implement a new way of working, which puts people and their communities at the heart of how, what, and why Norfolk County Council do things. The programme, which started in April 2025, will be embedded within two years, and deliver better outcomes for residents and communities through prevention and asset-based community development, and early intervention, co-production with residents, and integration of services within neighbourhoods.
These improvements will empower people to live more independent, fulfilling lives and create a more responsive, caring service for Norfolk residents, ensuring people get the right support, at the right time, in the right place.
