Agenda item

Cabinet Member – Councillor Dilwyn Morgan

To receive a report on the above  (attached).

Submitted - the report of the Cabinet Member providing information on the number of complaints received by the Children and Supporting Families Department during the year, the reasons for them and the solutions. The report also contained a summary of the lessons learnt and the action taken on the complaints received, along with details about the number of information requests received during this period.

The Cabinet Member set out the context noting that this statutory annual report was a positive report. Due to the day-to-day nature of the job of workers, who had to make very difficult decisions, he explained that tensions were unavoidable, but that the well-being and safety of the young person was the main consideration. He added that the Inspectorate had not raised any concerns regarding the Council's complaints procedure and he referred to the positive observations listed on the back of the report by individuals and agencies that were partners of the Council.

The Senior Safeguarding and Quality Manager referred to some of the main matters in the report and the Cabinet Member, the Head of Children and Supporting Families Department and the Senior Safeguarding and Quality Manager responded to questions / general observations from members regarding the procedure.

The following points were raised by individual members:-

·         In response to an enquiry regarding the ability to prepare information at short notice for court cases in the event of the relevant officer's illness / annual leave, it was explained that the service had not faced this situation as of yet, but the Department had other individuals that could undertake some parts of the work. It was emphasised that it was detailed work that had to be undertaken carefully and in some situations perhaps the court would have to be informed that it was not practicably possible to achieve the work within the time-scale.

·         It was enquired how many families were clients of the service so that it could be estimated what percentage submitted a complaint about the service. In response, it was explained that the report mainly related to the period in history when there were approximately 600 - 700 cases, which included looked-after children, children in need and children that needed support, but that the preventative agenda had now significantly extended those numbers. As a result, it was currently very difficult to measure whether or not the levels of complaints were on the increase. It was also noted that it was difficult to identify trends as matters raised were very particular and unique to the circumstances of individual families.

·         It was enquired when it would be suitable to bring a concern to the attention of the scrutiny committee. In response, it was explained that the annual report was the product of four quarterly reports, that were drawn up as part of the service's monitoring arrangements to examine whether or not any trends become apparent.  It was confirmed that no matters of concern had been raised in this case. The Cabinet Member added that the Inspectorate kept a close eye on complaints, and the reasons for them, and that he also received regular reports. Currently, the responses that he and the Inspectorate received confirmed that all things possible were undertaken, but should he see a high number of the same complaint and that the matter needed to be scrutinised, he would ask the committee to examine it. 

·         It was enquired what occurred in a situation where the Council repeatedly received a complaint regarding a lack of facilities, because more complaints would be submitted unless those facilities were provided. In response, the Cabinet Member asked the committee to entrust in him, the Service and the Inspectorate to deal with the situation, but he confirmed that he would bring the matter to the attention of the scrutiny committee should he witness a loss of control or if there was a concern.

·         In response to a question about the source of complaints, it was noted that it was possible, in theory, for a family to submit more than one complaint regarding the same matter as they were dissatisfied with the response given to their original complaint, but it was not believed that figures indicated this.

·         In response to an enquiry, it was noted that it was astonishing that the number of complaints was so low in a field that had so much conflict and that every complaint seemed appropriate.

·         It was enquired when was the whistle blown in terms of numbers and what would be the next step if a resource was not provided. In response, it was explained that this would be raised at the meeting of the Management Team and the Cabinet Member would be informed of the matter. Lessons to be learned from complaints would be examined, including any messages regarding the lack of resources and it would be expected that appropriate managers were aware of any problems.

·         Referring to complaint GC/3971-17 in the table in Appendix 1 to the report, it was noticed that the last column noted 'Unfortunately, there is no such resource at present' and it was enquired where the complainant could turn to next. In response, it was noted that this was a specific matter relating to the only occupational therapist within the Derwen Service, and in order to ensure service continuation arrangements during the absence of that person, a bid on a corporate level was submitted very recently to increase the resource.

·         It was enquired what the time-scale was in terms of drawing up a complaints sheet. In response, it was explained that work to draw up the sheet had been postponed currently as the publication of amended regulations by the Assembly was awaited. The time-scale for this was unknown as of yet.

The Cabinet Member thanked members for the discussion and the good collaboration between everyone.