Compliments & Complaints Annual Report 2024 to 2025

Children's Social Care complaints that are not covered by a separate statutory procedure follow the corporate complaints procedure. The Children’s Statutory Complaints process consists of three stages. Stage 1 involves local resolution, where the service provides a written response to the complaint. Stage 2 is an independent investigation conducted externally, with the findings contributing to a formal response from the relevant Service Director. Stage 3 involves an independent review panel.

The graph below shows a rise in overall complaints, though the total number remains lower than those received in 2021/22. For the second year in a row, the number of complaints processed at Stage 2 has increased. This follows an increase in Stage 1 complaints, some of which are escalations from Stage 1 complaints reviewed in previous years. In the 2023/24 period, 51% of Stage 1 cases proceeded to Stage 2. However, in the 2024/25 period, this percentage decreased to 38%. We attribute this decline to our efforts to enhance the quality of Stage 1 responses through ongoing collaboration with service departments. Of the Stage 1 complaints received in 2024/25, 14 have thus far advanced to Stage 2 investigations.

Stage 1 of the Children's Statutory Complaints Process aims for a response within 10 working days, but this period can be extended to 20 working days under specific conditions, typically when dealing with complex complaints. In the 2024/25 period, the average response time for addressing a Stage 1 complaint was 21 working days, an improvement from the 25 working days in 2023/24. This reduction is due to ongoing reviews and enhancements to the processes.