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Compliments & Complaints Annual Report 2022 to 2023

Last updated: 24 August 2023 Complaints annual report 2023 - Print version (pdf, 576.0 KB)

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

Statutory Children's Social Care Complaints

Stage 1 = 26, Stage 2 = 7, Stage 3 = 1
Quarter	Stage 1	Stage 2	Stage 3
Q1	4	1	0
Q2	6	2	1
Q3	7	2	0
Q4	9	2	0

Stage 1 = 26, Stage 2 = 7, Stage 3 = 1

7.1.

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.

7.2.

The graph above shows that there were 26 (46) cases received at stage 1 of the process, 7 (13) cases were considered at stage 2 and 1 (3) at stage 3. The previous year’s figures are shown in brackets.

7.3.

These numbers are more in line with cases received in 2020/21 (2 years ago). There does not appear to be one reason for the drop in numbers from 2021/22 and so could just be coincidental.

7.4.

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.

7.5.

The average response time for responding to a stage 1 complaint for 2022/23 was 31 working days. This compares to 20 working days in 2021/22.