Children, schools and families complaints annual report
The Children, Schools and Families Complaints Annual Report for 2012-13 has been considered by the Cabinet Member for Children and Cabinet Member for Young People.
The annual report sets out our three-stage procedure for investigating statutory complaints received by, on behalf of, or relating to children and young people. The purpose of our procedure is to ensure that:
- The views and experiences of people who use services are heard
- Positive feedback is used to develop services and acknowledge good practice
- Things that have gone wrong are put right
- The organisation learns from both positive and negative feedback
- The organisation sustains its customer focus.
During 2012-13 we have continued to aim to:
- Resolve complaints as quickly and informally where possible
- Provide an early resolution of complaints
- Reduce escalations, thereby reducing overall costs to the Council
- Learn lessons from complaints.
We have continued to encourage service user feedback to help us deliver our services in an open and transparent manner. We have done this by continuing to provide independent external investigation of complaints and supporting young people throughout the complaints process with independent advocacy, to help us to resolve complaints at the earliest opportunity.
The annual report also sets out how complaints have led to improvements in services for children, young people and families, as well as future areas of development.
In future years the annual complaints report will be part of the Children, Schools and Families Scrutiny Committee’s work programme. This will provide an opportunity for members of the scrutiny committee and the Corporate Parenting Board to scrutinise the work of the Council's children, schools and families directorate: