Issue - meetings

Members received the Children and Families Services Complaints Annual Report 2019/20, and the Adults Services Complaints Annual Report 2019/20.

The Children and Families Services Complaints Annual Report 2019/20 outlined that there were some 156 “transactions” within the complaints process during the year.  These were representations, formal complaints, members’ enquiries and referrals to the Local Government Ombudsman.  Given the nature of some of the work undertaken, such as, child protection and looked after children, it was positive that numbers of complaints were minimal.

The Chair invited questions from Members of the Sub-Committee on the report.

The following points were raised and discussed:

a)    the overall number of complaints was small, and not representative of any particular community;

b)    the Council had a responsibility towards Children Looked After (CLA) as their corporate parent, and CLA brought up practical issues towards their care; and

c)    the majority of cases were based on perception, where some families found particular questions invasive, and the role that Social Workers played was vital to clear up any misconceptions.

The Adults Services Complaints Annual Report 2019/20 outlined the overall picture that remained positive and reflected real commitment from managers and staff to resolve complaints as effectively, and as promptly, as possible.  Low levels of escalation to secondary stages or the Local Government Ombudsman (LGO) further reinforced that complainants were satisfied that their concerns were heard and dealt with appropriately.

There were some 200 “transactions” within the complaints process during the year. These were representations, formal complaints, members’ enquiries and referrals from the LGO.  Given the nature of some of the work undertaken in ensuring care for very vulnerable individuals, it was positive that the numbers of complaints were minimal.

The Chair invited questions from Members of the Sub-Committee on the report.

The following points were raised and discussed:

a)            the current health pandemic in the country, as a result of Covid-19 restrictions, had an impact on interaction with clients.  However, the use of modern technology facilitated communication, such as telephone calls, and Microsoft Teams meetings or via Zoom;

b)            some complaints occurred when there were domestic issues, particularly around couple’s divorce.  One party would feel aggrieved that Social Workers were siding with the other party, which was not the case; and

c)            it was not the role of Social Services to try and “reconcile” divorcing parties, but would provide support if required.

RESOLVED:  That the reports be noted.