A report will be presented by the Deputy Director (Children’s Social Care) (Document “I”) which summarises the issues raised by looked after children and young people who have used the statutory complaints procedures to seek redress for their concerns.  The report relates to the period 1 April 2017 to 31 March 2018.

Members are asked to note the contents of Document “I” and to consider whether they wish to seek further information in respect of any of the issues raised.

(Irina Arcas – 01274 435269)

A report was presented by the Deputy Director (Children’s Social Care) (Document “I”) which summarised the issues raised by looked after children and young people who had used the statutory complaints procedures to seek redress for their concerns.  The report related to the period 1 April 2017 to 31 March 2018.

The Complaints Manager made a correction to paragraph 3.6 of the report in that it should refer to the LAC (Looked After Children) Team not the Leaving Care Service. She also explained that she considered the complaints process to be robust and that many issues were resolved at an early stage such as through the ‘moans and groans’ book in residential homes.

She responded to queries from Members with the following information:

·         The input of the Complaints Unit ended once the process had reached a conclusion and she did not therefore have any information in respect of the action taken in any case where fault may have been found with a member of staff. However, she could ask for information about whether complaints had led to disciplinary action being triggered for next year’s report. She explained that, due to the pressure on managers, it could be difficult to get feedback but she would continue to endeavour to do so.

·         Comparisons with other local authorities were undertaken and the Complaints Managers from across the Yorkshire and Humber region met on a quarterly basis. In comparison with another local authority, with a comparable number of LAC files, the numbers of complaints in Bradford was lower.

·         It was accepted that it was important to ensure that, as far as possible, young people were fully aware of the complaints process and had faith that it would address their concerns. The process had been made more straightforward and a lot of issues were resolved at pre-complaints stage and did not progress to the formal process.

The Deputy Director assured Members that any issues identified through the complaints process were followed up with the staff concerned. He explained that:

·         Lessons were learned from past experience and complaints. As an example; the Through Care Service had been established, in part, to respond to issues raised in the past in relation to the need for continuity and consistency in respect of staff/case workers.

·         One of the cases raised had already had a direct impact on practice.

·         The report due to be submitted to the Panel in early 2019 (in relation to Regulation 44 visits) would include information in relation to low level complaints.

·         It might be useful for the Panel to receive a report on the work of the Advocacy Service.

·         In every case, a complainant was offered an opportunity to meet with the relevant Service Manager.

Members commented that it was important that, if fault was identified, action was taken to ensure that the same thing did not happen again. In addition learning points should be taken from any good practice identified.

The additional detail provided within the confidential appendix to the report and tabled at the meeting was welcomed in terms of Members’ understanding of the issues raised and the complaints process.

Resolved –

(1)       That Document “I” be noted.

(2)       That the Deputy Director (Children's Social Care) be requested to include additional information in the next Annual Report on Complaints in respect of:

·         Comparison with the statistics for other, similar, Local Authorities.

·         Assurances in respect of the action taken/learning points as a result of the complaints process.

ACTION:       Deputy Director (Children's Social Care)