A report providing the Committee with an overview of complaints, compliments, SARs activity and performance for Children’s Social Care for the period from 1 April 2022 to 31 March 2023.

The Committee received a report providing an overview of complaints, compliments, Subject Access Requests (SARs) activity and performance for Children’s Social Care for the period from 1 April 2022 to 31 March 2023.  An addendum to the report provided a summary of learning and improvements made within the children’s social care service as a result of complaints during 2022/23.  Nayana George, Customer Relations and Information Governance Officer, provided an overview to the Committee.

The report stated that over the period from 1 April 2022 to 31 March 2023 the service has received 77 statutory complaints, which was an increase of 18.46% compared to the 65 received in 2021/22.  Of the 77 complaints received 10 (13%) had been resolved through alternative dispute resolution (ADR) by the social care teams.  The remaining 67 (87.0%) had progressed to a formal investigation, although one of these had been subsequently withdrawn by the complainant once the investigation had commenced.  The top complaint themes were staff conduct, quality of service and procedures.

It was noted that the Customer Relations Team and Brighter Futures for Children’s (BFfC) Communications & Compliance and Human Resources/Training teams continued to raise awareness of the complaints process with both staff and the public.

Between 1 April 2022 and 31 March 2023, the Local Government & Social Care Ombudsman (LG&SCO) received 23 representations from dissatisfied service users for issues relating to BFfC. This was an increase of seven from the previous year.  The LGSCO assessed nine of the cases for investigation, five cases were upheld, and two cases were not upheld.  One was awaiting an outcome and one was yet to be investigated.

In respect of the five upheld complaints, the LGSCO asked the Council/BFfC to apologise and provided financial redress. They also recommended some service improvements.  Of the remaining 14 cases, 11 were assessed but not investigated as they were either out of time, not within the LGSCO’s jurisdiction to investigate, or closed after initial enquiry/assessment. Three cases were deemed premature and passed back to BFfC to investigate as they had not progressed through the complaints’ procedures.

The LGSCO would be issuing one formal report finding maladministration by BFfC, however this would not be published to safeguard the complainant. It was noted that the matter had been scrutinised by the BFfC Board, CMT and Lead Councillors. All comments and learning would be addressed, and reassurance had been sent to the LGSCO.

During the same period a total of 50 compliments had been received.

During 2022/23, the Customer Relations Team received 59 Subject Access Requests (SARs) for children’s social care cases and Special Education Needs and/or Disabilities (SEND) cases.  This was 21 more than the 38 requests received in 2021/22 relating to BFfC.   It was reported that at the time of the ACE Committee meeting of the 59 requests received 52 had been completed, four were closed as invalid requests and three remaining cases were waiting to be processed.

It was reported that the Council and BFfC had worked closely to drive improvements in the services offered to children and young people and to signpost to information on advocacy, early resolution and the complaints procedures. However, it was recognised that there was always room for improvement and work was continuing to better the services offered to children and families.

It was noted that the statutory process regarding recording of responding to complaints within timescales was very strict and did not consider delays relating to the complainant or staff sickness absence.  However, service wide training sessions were being undertaken for new managers to explain the process and importance of responding to complaints on time.  Also, weekly reports were provided to senior managers to chase any outstanding responses to complaints.

Subject Access Requests records were usually requested for historical reasons by individuals, solicitors for court processes and repetitive complainants.  Reasons for the backlog in processing requests were usually due to the work involved to check records for third party information and redaction, checking for sensitive information that could cause distress, and information that was legally privileged.  It was noted that new software for redaction work had been procured to support staff in processes the records.

Resolved -   

(1)  That the contents of the report and intended actions to further improve service delivery and the management of representations, particularly complaints, in children’s services in Reading be noted.

(2)  That the continuing work to raise awareness of all conflict resolution processes, including the statutory complaints process and encourage appropriate use by children, young people and their families be noted.