Agenda item

The Sub-Committee received the Children’s Services Complaints Annual report for 2016/17, which provided information about the numbers and types of complaints handled by the Children’s Service during 2016/17, as well as Members’ correspondence.

The report was a requirement under the Children Act 1989 Representations Procedure (England) Regulations 2006 that the complaints annual report be published.

The report informed the Sub-Committee that the service had made changes in its structure to strengthen its overall functioning and performance over the course of the last 18 months. The focus of the service to deliver on social care included the implementation of a systemic family therapy approach which entailed professionals spending more face to face time with children and families and working in partnership with and not doing to service users.

The  Sub-Committee noted that the introduction of the approach was intended to deliver increased opportunities for intensive direct work with children, young people and families who access a wide range of services including Early Help including Edge of Care, Child in Need, Looked After Children or Child Protection.

The report detailed that although Ombudsman enquiries increased from five in 2015/16 to six in 2016/17, there was one decision for maladministration injustice relating to SEN support, falling within the Children & Adults Disabilities Team coming under the responsibility of the Director of Children’s Services.

There was an increase in complaints from 74 in 2015/16 to 92 in 2016/17; fifteen of these complaints were directly from young people, using the MOMO app.  One Stage 1 complaint progressed to Stage 2 with no complaints progressing to Stage 3.  Enquiries that fell outside the statutory process had more than doubled in 2016/17.

Further to the changes within the structure of Children’s Services, which was designed to support and actively promote the systemic approach and direction of the service. The structural change could have been a contributory factor to the increase in complaint, although referrals leading to assessments also increased by 13% from 1,937 to 2,194.

The report detailed that the main reasons for complaint were in relation to the level of service, lack of communication and behaviour of staff, although the report stated  that the level of service and behaviour of staff have more than halved from 28 to 13 and from 25 to 11 respectively. 

The Sub-Committee noted that the service had taken steps to provide information leaflets explaining the process for children and young people on child protection or being looked after. However face to face complaint meetings have played a part in providing parents/carers with better understanding of why certain actions are taken.

The use of the Mind of My Own (MOMO) participation app by young people was increasing and it is encouraging that young people are using the app to raise their concerns. The main theme was lack of support/advice for those leaving care and in particular the early part of 2016/17 related to the transfer of savings on turning 18.  Children’s Services acted quickly by identifying those that were soon to be 18 and taking responsibility for ensuring savings were paid.

There was an increase across complaints received for children 0-5 years and 18-24 years. Children on a Child in Need Plan under the age of one almost doubled with an average of 12 in 2015/16 to an average of 22 in 201/617, which may have contributed to the increase in the age group. Complaints regarding savings may have contributed to the increase in the aged 18-24. Information regarding disability recorded a high number, the Children and Young Peoples Service would need to explore the reasons for the increase. There were also increases shown across White British, Mixed White & Asian and Mixed White & Black.

The report outlined that Member enquires almost trebled in 2016/17 with 75% being responded to within timescale. Compliments have decreased from 35 in 2015/16 to 16 in 2016/17. The Complaints & Information Team will need to remind and encourage staff to send this to the team for recording.

The Sub-Committee was informed that there was a continued trend in the increase in complaints, member enquires and general enquires for Children’s Services which had impacted on response times.  The service would continue to use complaints as an important feedback resource and provide opportunities for young people to play a more active part in developing the service.

The Sub-Committee the contents of the report and the continued efforts made by the service to learn from complaints and enable young people to engage with the complaints process.