Agenda item

Report of the Cabinet Member for Children and Young People

In line with The Children Act 1989 Representation Procedure (England) Regulations 2006, the Local Authority is required to produce an Annual Report. This report must include the number of complaints recorded under the Representation Procedure together with information on the outcome of each representation and whether statutory timescales were adhered to.  Although not part of the statutory requirements, this report also included the number of Corporate complaints received within the Children and Families remit, these being complaints concerning SEND.  Differences in the processes between Statutory and Corporate complaints were shared with Members.

The Committee considered the Annual Report, Customer Feedback and Complaints Service, Children’s Social Services 2021/22 which contained detail of the nature of complaints received, together with responses provided and their handling by the Council.

Members were aware of the importance for the Local Authority to use the evidence available from Complaints and Representations to inform service improvements. The report provided information on how complaints investigations were used to identify specific themes, where service improvement could be addressed, and highlighted where the County Council was providing quality services to customers which might be identified from compliments received. The Committee noted that this was in line with the Council’s Strategic Plan, to use Customer Insight to develop high quality services which meet customer needs.

Members noted all complaints were risk assessed initially to enable early resolution where possible.

The Committee queried whether there was a mechanism for young people’s voices to be heard, noting that most complaints were brought by parents and carers rather than young people themselves. There was an opportunity for young people to use independent advocates as well as the Children’s Voice Project. Tech services were also available. There had previously been a free phone number available, but this had been discontinued as it had not been used.

Members noted that 62% of complaints were responded to within the required timescales and were informed that work was ongoing to improve this figure.

The Committee asked whether there was an issue with persistent complainers and were informed that where a complainant was unreasonably persistent in complaining about an issue that had already been through the complaint process these concerns would be considered by the Monitoring Officer and, where appropriate, the agreed process for dealing with unreasonably persistent complainants would be followed. Members also noted that in some instances complaints were made to the LA about issues that were outside their control, for example Court decisions. These figures were reflected in the Annual report’s complaint refusal figures.

Members noted the substantial increase in the number of referrals made to Members of Parliament (MPs), from 70-1000 across the Council. In many cases the referrals related to complaints already within the system, with complainants wanting to add weight to their concerns through their MP referral. As far as possible one response was returned to the Complainant, with the MP receiving a copy.

The Committee noted the increase in SEND complaints. This was partly connected to the increase in requests for Education, Health and Care Plans (EHCPs) and partly due to the changes to the District Model of delivery which had resulted in some loss of expertise. The Committee received reassurance that there was confidence the issues resulting from the District Model changes would be overcome once the Model had become embedded.

RESOLVED: That the report be welcomed and the Committee’s comments be noted.