Loading
The Panel considered the Annual Complaints and Compliments Report 2024-25 for Adult Services and Child and Family Services, and the annual report of the Corporate Parenting Board, which oversees the council's care of looked after children. The Panel welcomed both reports, asked about rising justified complaints, investigation costs, health waiting times and educational results, and asked that positive feedback be shared with staff.
Cllr Chris Holley declared a personal interest.
No declarations were made.
Panel agreed the Minutes of the meeting on 25 November 2025 as an accurate record of the meeting.
Letter to Cabinet Member following the meeting on 25 November 2025 was noted.
No questions were received.
Sarah Lackenby, Head of Digital and Customer Services presented the report, focusing on complaint trends, financial redress, investigation costs, and learning outcomes for both service areas. Panel welcomed the comprehensive report and noted: • Improved complaint handling performance, with 91.67% of Stage 1 complaints responded to within 10 working days—a 28% improvement on the previous year. • Adult Services complaints decreased by 38.5% at Stage 1, but Stage 2 complaints doubled (from 9 to 18). • Child & Family Services complaints increased by 35.8% at Stage 1 and slightly at Stage 2 (14 recorded). The proportion of justified complaints rose significantly, though many were partially justified. • Investigation costs for both Adult and Child & Family Services reached their highest level in four years, driven by complexity and higher independent investigator rates. • Financial redress totalled £26,866 for Adult Services and £3,774 for Child & Family Services. Panel Members asked questions about the increase in justified complaints and learning opportunities; rising independent investigator costs and monitoring; complexity of complaints; awareness of rights regarding complaints; investigator findings; difference in financial redress for Adult Services and Child and Family Services; meaning of ‘partially justified in complaint outcomes. Panel praised the relatively low level of complaints given the complexity of social work and the high number of compliments received, noting this reflects the skill and resilience of staff. Panel asked that positive feedback be shared with teams to boost morale.
Part of an issue followed across 3 meetings
Louise Gibbard, Cabinet Member for Care Services together with relevant officers presented the Corporate Parenting Board annual report, highlighting the Board’s oversight of looked after children, the seven pledges developed with young people, health and education outcomes, and plans for a new corporate parenting strategy. Key Points raised: · Panel welcomed the update and commended the Board’s commitment to the seven pledges developed with young people: o No barriers to opportunity, good education and job prospects, healthy relationships, safe place to live, mental health, love, family and friendship, and happiness. · Panel asked about waiting times in terms of CAMHS and Neurodevelopmental Pathways. · Panel asked if levels of educational attainment for looked after children are being maintained. Panel emphasised the importance of measurable outcomes and welcomed assurances that future reports will include headline data. · Panel Members supported the development of the new Corporate Parenting Strategy and stressed the need for councillor engagement in delivering pledges.
Panel considered the work plan and noted items for the February meetings.
Councillors must say when they have a personal link to something being discussed, such as a job, a property or a family member. A prejudicial interest is one strong enough that the councillor usually leaves the room and takes no part.
Declarations are read from the minutes once they are published.
Lists the council's current councillors only. Co-opted members, officers and former councillors aren't shown.