Agenda item

Report of the Cabinet Member for Children and Young People

Cabinet Member for Children and Young People introduced the Customer Feedback and Complaints Service Children’s Social Care Annual Report for 2022/23. The number of complaints had risen this year. Details within the report had been broken down by district allowing District Leads to have the opportunity to better understand and address any issues identified. It also allowed District Leads to discuss issues and learn from each other.

Members noted this was the first Annual Report since the Children’s Services Transformation was completed. The report included complaints around both Children’s Social Service and SEND. However, the complaints process for the two areas had to be dealt with differently according to legislation, with SEND coming under the Corporate Complaints process.

The complaint processes were shared with the Committee, explaining that with Children’s Social Care the complainant had the right to go through the complete complaint three stage process and on the Ombudsman irrespective of whether the complaints had been upheld at any part of the process. Statutory Stage one complaints were up by 56% and Stage two complaints were up from 6 to 13 complaints. Stage three remained largely the same as the previous year.

SEND complaints, under Corporate Complaint regulations, had increased at Stage one around the SEND offer This was often in respect of a child being considered not eligible for a EHCP (Education Health & Care Plan). Stage two complaints had decreased which would suggest that handling of complaints at stage one had been more successful. The number of compliments remained the same.

This report reflected the introduction of significant changes as part of the Transformation process. Training had been introduced to support these changes and support the necessary complaints processes.

Professional curiosity was mentioned within the report and Members were concerned that it indicated some team managers had lacked professional curiosity and sought reassurance that this was addressed. The reference was as a result of a stage two investigation. The recommendation was implemented, highlighting across the organisation the importance of professional curiosity. Consistency of practice was particularly important and the Cabinet Member assured Members that professional curiosity was central for social care work.

The Committee acknowledged that any transition to new ways of working created difficulties and understood that this may have impacted on the number of complaints. Whilst this may be so, there were also other factors potentially impacting on the numbers, including the impact of Covid. Going forward work was being undertaken to ensure that all aspects of the Transformation changes were working well. Part of the new ways of working, such as restorative practice, would take some time to bed in, as would the introduction of new staff and a move away from agency workers. Work to improve the offer to the social care work force had also been undertaken to help retention of staff.

This report formed part of a Benchmarking process. Once the Report had been agreed and signed off by Members it would be part of benchmarking discussions as part of both the Regional and National Complaints Manager Groups.

Resolved: That the Annual Report of the Customer Feedback and Complaints Service, Children’s Social Services 2022/23 be welcomed.