Agenda item

Purpose: To present the Children's Social Care Complaints Annual Report for 2024/25, including feedback from the Local Government and Social Care Ombudsman.

Sue O’Brien (Complaints and Access to Records Manager) presented the Children’s Services Complaints and Compliments Annual Report 2024/25 (Agenda Item 7).

The following points were raised in the debate:

·       The Committee welcomed the fact that complaints from children and young people were always prioritised and congratulated officers on the number of compliments received.

·       Further detail was sought regarding the ‘information’ outcome as set out in paragraphs 5.46-5.48 of the report. It was explained that previous analysis had not considered whether complaints were upheld or not – the focus had been on responding. However, the Local Government and Social Care Ombudsman (LGSCO) was clear that local authorities should acknowledge where they were at fault and show how they were learning from mistakes. This approach had now been adopted.

·       Members asked about action to address criticism concerning the lack of sincerity in responses. It was explained that LGSCO training was being rolled out, which stressed the importance of acknowledging where things had gone wrong and admitting fault. Learning opportunities were being identified and shared within teams, with changes made to policies and processes where appropriate.

·       Presentational issues were highlighted. Officers explained that the Communications Team would tidy up the report prior to publication.

Action: Officers to amend charts in sections 5.35 and 6.7 of the report to make them easier to read.

·       There was discussion about the staff resources used to create the Central Team. It was confirmed that the existing East and West Teams had been made slightly smaller, but transformation funding had been used for assistant team managers to improve oversight and line management.

·       Members asked about common themes in complaints. Officers indicated that communication was a common issue (e.g., not keeping the customer updated, not responding to queries in a timely manner, etc). It was recognised that it was important to build trust and develop relationships with families from the outset. The work often involved difficult conversations, so how the service was delivered was key.

·       In terms of changes made, there had been a focus on training. Also, cases were reviewed where things had gone wrong to learn lessons, and new policies were often developed in response to findings.

·       Officers were asked about how they were reducing delays in handling complaints. This was achieved through regular reminders and training.  Realistic timescales for responding were set and clearly communicated with the customer. Customers were also given information on where they could go for independent advice.

·       Members asked for details of specific complaints that had led to service improvements. It was confirmed that the main improvement had been around timescales for responses. Also, the service was working better with fathers. Training had been provided for staff around why and how fathers should be informed and included, particularly where they did not live in the same household.

·       There was discussion about how children were supported to make complaints. It was confirmed that advocates were used, and children could speak to any member of the team. The complaints process and pathway options were clearly communicated. Statutory routes were always used with children’s complaints. If complaints went to Stage 2, then an independent investigating officer would be assigned. Children were always listened to without judgement about what they were saying.

RESOLVED to approve the report subject to changes being made by the Communications Team to address presentational issues.