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Compliments & Complaints Annual Report 2021 to 2022

Last updated: 14 July 2022 Complaints annual report 2022 - Print version (pdf, 287.0 KB)

6. Children’s Social Care (CSC) Statutory Complaints

6.1.

The Children’s Statutory Complaints process has 3 stages. Stage 1 is the local resolution stage and involves the service responding in writing to the complaint. Stage 2 is an independent investigation of the complaint which is carried out externally. The resulting report feeds into the formal response which is completed by the relevant Service Director. Stage 3 is an independent review panel.

6.2.

The following graph shows that there were 46 (28) cases received at stage 1 of the process, 13 (7) of which escalated to a stage 2 and in turn 3(1) escalated to a stage 3. The previous year’s figures are shown in brackets.

CSC Statutory Complaints 2021/2022

Stage 1 = 46 Stage 2 = 13 Stage 3 = 3
Quarter	Stage 1	Stage 2	Stage 3
Q1	7	3	0
Q2	14	3	1
Q3	11	2	2
Q4	14	5	0

Stage 1 = 46 Stage 2 = 13 Stage 3 = 3

6.3.

Stage 1 of the Children’s Statutory Complaints Process has a target of 10 working days, but this can be extended to 20 working days in certain circumstances; usually where the complaint is complex.

6.4.

The average response time for responding to a stage 1 complaint for 2021/22 was 20 working days.