Agenda item

CHILDREN'S SERVICES ANNUAL COMPLAINTS REPORT 2019-20

Report attached.

Minutes:

The Sub-Committee received the Children’s Services Annual Complaints report 2019-20. The annual report was a requirement for monitoring by Members as part of the Children Act 1989 Representations Procedure (England) Regulations 2006.

 

It was noted that Complaints in 2019-20 decreased by 25% in 2019-20 (80) compared to 2018-19 (106) with a small number of complaints made by Young People (8).  The number of enquiries trebled relating to ongoing Court proceedings or Court decisions outside of Children’s Services remit.  There continues to be a steady number of complaints escalating to Stage 2 investigations in 2019-20 (6) and was at the same level as in 2018-19.

 

The Sub-Committee was informed that many complaints received continue to be regarding the unwelcomed intervention of Children’s Services which reflected in Intervention & Support Services receiving the highest number of complaints in 2019-20 and ‘attitude/behaviour of staff’ being the highest reason.  There have been a decrease of complaints received by Triage Multi Agency Safeguarding Hub (MASH) & Assessments by 59% in 2019-20(13) compared to 2018-19(32). 

 

In 2019-20 complaints regarding inaccurate information decreased significantly by 77% (5) compared to 2018-19 (22) resulting from continued audits and quality assurance by Team Managers during the assessment process.  It was stated that the services continue to use the quality assurance framework and other feedback loops to guage standards provided to children and families.

 

The number of complaints upheld and partially upheld accounted for 24% (19) and 15% (12) respectively of the total complaints.  Those upheld or partially upheld resulted in an apology linked to the need to provide explanation or further information about the reasons for intervention or particular parts of the process that initially may not have been clear. 

 

The report detailed that complaints received were mainly by email (38) with the next preferred method by telephone (22).  Response times also improved in 2019-12 with 67% (51) responded to within the 20 working day timeframe.  Members noted that efforts to improve response times while recognising the increased complexities of cases and balancing the priorities of the service. 

 

It was noted that there was an Increased expenditure in 2019-20 for Independent Investigators of £19,531.65 resulted from Stage 2 investigations carried over from 2018-19 and costs associated with Stage 3 Review Panels. 

Payments made as resolutions to complaints totalled £8,200 in 2019-20.

 

Monitoring information was based on the child(ren) within the family unit in which a complaint was made.  There were increase of those aged between 15-17 and 18+ in 2019-20.  Male children were higher across most age groups except 0-5 and 15-17.  Children recorded with a disability was low across all ages, and diagnosed with mainly Autism or Aspergers Syndrome.  ‘White British’ children highest representation and reflects the borough’s population make up with ‘White and Black Caribbean’ and ‘any other Black Background’ increasing in 2019-20.  Children of ‘Catholic, ‘Christian’ or ‘Church of England’ faiths increased in 2019-20.

 

The report indicated that number of compliments received was low in 2019-20 although it was not representative of the good work that was ongoing within the service. 

 

It was noted that complaints played an important role in service improvements, and this was evident with the number of complaints regarding inaccurate information showing a significant decrease in 2019-20. 

 

Member were informed that the Children’s Service Improvement Board would  continue to look at quality assurance and learning from complaints, whilst also linking to appropriate training.

 

The Sub-Committee noted the annual report.

Supporting documents: