Agenda item

Report attached

The Sub-Committee received a report on the Children’s Services Annual Complaints and Compliments Report 2021-21.

The report provided the Committee with an update on the Children’s Services Annual Complaints and Compliments Report for 2020–21. Appendix 1, set out Children’s Services statutory complaints and compliments received during the period, as well as Members’ correspondence. 

Local authorities had a statutory requirement to set up a complaints process which was set out in section 26 Children Act 1989 and the Children Act 1989 Representations Procedure (England) Regulations 2006 and were required to publish an Annual Report.

The report highlighted areas of performance and potential areas for improvement.

Complaints in 2020-21 had increased by 9% (87) compared to 2019-20 (80).  The number of enquiries had increased significantly in 2020-21 compared to 2019-20, by 46%. There continued to be a steady number of complaints escalating to Stage 2 investigations in 2020-21 (6) and was at the same level as in 2019-20. There was one complaint escalated to stage 3 which was escalated to the Ombudsman.

There was a significant increase (36%) in the number of complaints received by Triage/MASH & Assessment in 2020-21 compared to 2019-20. A small increase in the number of complaints to Care Resources, and a decrease for Intervention & Support Services, with ‘standard of service’ being the highest reason. 

The increase in complaints received by Triage/MASH & Assessment were primarily linked to allegations around child contact arrangements and concerns around domestic abuse. The number of contacts received by the service in this category in 2020-21 had more than doubled in comparison in 2019-20, and in line with national trends. 

In 2020-21 complaints regarding ‘attitude/behaviour of staff’ decreased significantly by 50%. As a result of improved recording an ongoing practice developed.  However complaints around ‘standard of service’ had doubled in 2020-21, with significant increase also in ‘inaccurate information’.

Throughout 2020-21, demand for children’s services increased and continued in the current financial year. The number of contacts received in 2020-21 was at its highest level since 2017/18, and the number of children entering care was at its highest level since 2016/17.

The number of complaints upheld and partially upheld accounted for 39% (6) and (28) 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.  How information was given, and the consistency should be explored. Ombudsman recommendations were actioned with refresher training commissioned for safeguarding that ensured practitioners adhered to procedures.

Response times had improved in 2020-21 with 31% (27) responded to within the 10 working day timeframe.  Efforts would continue to improve response times, while recognising the increased complexities of cases and balancing the priorities of the service.  Complaints continued to be received by email (57) and a further 18 received online.

The cost of independent investigations decreased significantly in 2020-21, due to the withdrawal of three Stage 2 escalations, reducing the cost to £6,087.95 from £19,531.65 in 2019-20.

Monitoring information was based on the child(ren) within the family unit in which a complaint was made.  There were increases across age groups, 0-5-, 10-24 and 15-17, the highest increase was in the age group of 0-5. Male children were higher across all age groups except 6-9. 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 ’Caribbean’ and ‘Any other Mixed Background’ increasing in 2020-21.  Complainants declaring no faith significantly increased in 2020/21(49), compared to 2019-21(6). ‘Catholic and ‘Christian’ faiths showed a slight increase in 2020-21.

The number of compliments received in 2020-21 were lower than preferred (22); however, showed an improvement from 2019-20 (3). Continued efforts to encourage staff within Children’s Services to share compliments so these could be logged to reflect more accurately the good work being done.

The Complaints and Compliments action plan had been refreshed and would be monitored at quarterly meetings between the Social Care Complaints and Information Team, and the Children’s Services Senior Management Team.

Questions arose from why the various Christian/Catholic categories within the report appeared to be variations of the same thing. Officers confirmed they would enquire about the categories but thought it was likely due to the way people identified on the forms.  It was also queried whether multiple complaints were logged on the same day and whether multiple complaints by the same complainant were contained in the report. Officers confirmed that multiple complaints including on the same day and from the same complainants were logged and were included in the data presented.

The Sub-Committee noted the report.