Big rise in complaints about children’s social services in Norfolk

The council said the rise in complaints may be due to the council encouraging complaints. The council said the rise in complaints may be due to the council encouraging complaints.

Tuesday, June 17, 2014
11:11 PM

The number of complaints made about children’s social services in Norfolk rose by 27pc in the past year, according to data presented to councillors yesterday.

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The increase comes at a time when the county council has been under close scrutiny from both the Department for Education and Ofsted over concerns about education and social care in the county.

A total of 800 complaints were recorded in 2013-14, compared to 630 in the previous year.

In both years, the highest number of complaints were about the City and South division of the Children’s Services Department, with a total of 234 last year – a 37pc increase on the year before.

The Breckland and West division saw an 18pc increase in complaints, rising to 144 from 122 previously, with the North and East seeing an increase of just one per cent, to a total of 152 complaints.

The figures were revealed in a report to yesterday’s meeting of the Children’s Services Committee.

Helen Wetherall, interim assistant director for performance in the department, told councillors that while the figures might seem negative on the face of it, the reason for the increase might be that when people complain they see something is done, or it could be a result of the council encouraging more people to complain so it can learn how to improve its services.

The report also said the Breckland and West Division received 44 compliments, City and South received 45 compliments, compared to 32 in the North, East and Broadlands. The councillors also heard that although the council submitted its improvement plan for children’s social services to the Department for Education in February, it had yet to receive a formal response.

However, the committee was told that informal feedback was that the plan was more than “fit for purpose”, and was thought to be “robust”.

What do you think about children’s social services in Norfolk? Write, giving full contact details, to Letters Editor, Prospect House, Rouen Road, Norwich NR1 1RE.

1 comment

  • " the reason for the increase might be that when people complain they see something is done, or it could be a result of the council encouraging more people to complain so it can learn how to improve its services." Let's hope this is the case. Certainly in the past Children's services policy was to actively discourage complaints. In any event more interesting figures and ones that would truly reflect the situation, would be the number of complaints upheld and the number of complainants who were satisfied with the outcomes and the way the service handled the complaints. Perhaps EDP could look in to this?

    Add your comment | Report this comment

    theanchovy

    Wednesday, June 18, 2014

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