Compliments & Complaints Annual Report 2024 to 2025

Looking at the Council’s performance in responding to complaints over the year, the Feedback, Compliments, and Complaints Policy specifies that the Council will respond in writing to complaints within 20 working days. If this deadline cannot be met, the Complaints and Improvements Team will engage with the service and the complainant to facilitate a timely resolution. In 2024/25, 78% of stage 1 complaints were addressed on time, an average response time of 16 days consistent with the previous year.

The percentage of stage 1 complaints that were upheld or partially upheld has decreased to 56% from the previous year's 60%. While this is a modest decrease, it is an improvement in the right direction. The percentage of upheld complaints services as an indicator of service delivery quality, with fewer faults identified suggesting better service delivery.

The upheld complaints in SEND cases remains high at 82%, highlighting challenges faced by SEND services as discussed in paragraph 3.5. The SEND Service acknowledges the pressures on children and young people awaiting an EHCP. In response, the service has restructured, invested in staff, including expanding the Educational Psychologists team to reduce delays in assessments and improve responsiveness of the service.