Flintshire hit by increase in social services complaints

Published date: 29 April 2014 |
Published by: Owen Evans 
Read more articles by Owen Evans  Email reporter


NEARLY 150 complaints were made against the county’s social services last year.

Between April last year and last month, there were 87 complaints against Flintshire Council’s children’s social services and 62 against adult services.

The numbers mark an increase on the previous year’s figures – 57 complaints about children’s services in 2012/13 and 51 for adults services.

With regards to complaints about children’s services, seven progressed to stage two of the complaints procedure – an independent investigation.

Three of these investigations upheld the complaint and recommendations were put into place. The total cost of these investigations was £9,642.74.

Three complaints were also considered by an independent panel – stage three of the complaints procedure – with one complaint being upheld which resulted in a package of care at an out of county residential school being put in place.

In a report to be discussed by members of Flintshire Council’s social and health overview and scrutiny committee on Thursday, council officer Ian Maclaren writes: “The increase in the number of complaints received year on year within children’s social services reflects the proactive way in which information about making a complaint is shared with children, young people and their families.

“Learning from complaints is important and we use the findings and outcomes to inform policy and practice in delivering services.

“All complainants receive an apology where the quality or level of service has fallen below expectation.”

Of the complaints made about adult services, four complaints progressed to stage two and one is currently being considered by the Ombudsman.

The total cost to the council for these investigations was £2,870.75.

The highest number of complaints related to learning disability services and care management of older people.

Over the year, there were also 169 compliments about adult social services, and 74 compliments about children’s social services.

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  1. Posted by: kevinweston05 at 19:15 on 30 April 2014 Report

    Hit by what........doesn't sound like a problem. Most of the articles do not allow comment. Yet every article says comments zero. There appears to be lots of crime, arson and damage perhaps the Leader should check that crime is reducing?


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