How well have the Children, Young People & Family Service dealt with your complaints?

Complaints

During the last year (April 2009-March 2010) we received 58 complaints about the Service. This includes complaints that were received the year before, and were still live as at 1 April 2009. Comparison with preceding years for Children's Services indicate that the total complaints figures have decreased:

2009-10     58 complaints

2008-09     76 complaints

2007-08     82 complaints

Of therse 58 complaints, two progressed to Stage 2 and one complaint from the previous year went on to Stage 3, where a review panel is held.

The Local Government Ombudsman looks at the complaints we cannot resolve. The Ombudsman dealt with 3 complaints in 2009/10.

Response times

We responded to 68.97% of complaints within 20 working days. 

Representations

We record representations, these can be requests for services, suggestions, concerns and grumbles - simply any feedback that is not a complaint. This will help us capture the feedback you give us and enable us to respond quickly to your comments. We recorded 14 representations across the Children, Young People & Family Service.

Compliments

We have received 31 compliments where you have praised the work done by staff within Children, Young People & Family Services.

Annual report

We have a statutory duty to produce an annual report which details our performance for the year.