Compliments & Complaints Annual Report 2021 to 2022
6. Children’s Social Care (CSC) Statutory Complaints
The Children’s Statutory Complaints process has 3 stages. Stage 1 is the local resolution stage and involves the service responding in writing to the complaint. Stage 2 is an independent investigation of the complaint which is carried out externally. The resulting report feeds into the formal response which is completed by the relevant Service Director. Stage 3 is an independent review panel.
The following graph shows that there were 46 (28) cases received at stage 1 of the process, 13 (7) of which escalated to a stage 2 and in turn 3(1) escalated to a stage 3. The previous year’s figures are shown in brackets.
CSC Statutory Complaints 2021/2022
| Quarter | Stage 1 | Stage 2 | Stage 3 |
|---|---|---|---|
| Q1 | 7 | 3 | 0 |
| Q2 | 14 | 3 | 1 |
| Q3 | 11 | 2 | 2 |
| Q4 | 14 | 5 | 0 |
Stage 1 = 46 Stage 2 = 13 Stage 3 = 3
Stage 1 of the Children’s Statutory Complaints Process has a target of 10 working days, but this can be extended to 20 working days in certain circumstances; usually where the complaint is complex.
The average response time for responding to a stage 1 complaint for 2021/22 was 20 working days.