Issue - meetings

The Board received the Annual Report for Comments, Complaints and Compliments relating to Children’s Social Care Services, from the Strategic Director – People.

It was noted that the complaints were processed under the Children Act 1989 Representations Procedure; available to Children and Young People to have their concerns resolved swiftly and wherever possible by the people who provided the service locally.  The report outlined details of the 4 categories to the representation process: Statutory Complaints; Representations; Customer Care Issues; and Compliments.

The presentation and report provided information such as numbers of complaints received; how they were made; types of statutory complaints and outcomes.  It also provided information and data on compliments and positive feedback in the Children’s and Families Service.

Overall it was noted that there had been a 36% decrease in the number of complaints made the previous year and was the lowest since 2010/11.   Officers advised that this could be attributable to a more settled workforce in place which had resulted in a better service for clients.

In response to a Member’s query, it was noted that Children in Care were allocated their own Independent Review Manager, who met with them one to one and explains to a child their right to complain and how to complain.  The aim was to reassure young people in care that they had the same rights as others despite their age.

RESOLVED: That the Board notes the contents of the report.