Local resolution: health and social care
Complaints about Social Care Services for Children and Young People
New regulations came into effect in 2006: The Children Act 1989 Representations Procedure (England) Regulations 2006.
The Regulations revoke and replace the Representations Procedure (Children) Regulations 1991 and this guidance replaces that contained in The Children Act 1989 Guidance and Regulations Volume 3 – Family Placements and Volume 4 – Residential Care (Department of Health, 1991).
Detailed guidance on these procedures can be found at http://www.everychildmatters.gov.uk/resources-and-practice/IG00152/
(external link)
THE NEW PROCEDURE FOR CHILDREN ACT 1989 COMPLAINTS
Stage 1 – Local Resolution |
Complainant brings concerns to the attention of the person providing the services locally. The local authority should consider mediation and conflict resolution at this stage and at all other stages. The local authority should make an initial attempt to resolve matters within 10 working days (unless an extension is agreed.)
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| If not resolved – or if there is agreement for investigation |
Stage 2 – Investigation |
The local authority should provide an investigation that produces a report and an adjudication within 25 working days (or within the extended period of 65 working days). |
Stage 3 – Review Panel |
A panel of 3 independent people should meet to consider the complaint and produce recommendations.
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Referral to Local Government Ombudsman (note that complainant can approach the Local Government Ombudsman at any stage).
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The CSCI Children's Rights Director has recently produced a report called "Getting the Best from Complaints" - the Children's View (external link) It covers the views of children being looked after or supported by social services on the government's proposed changes to the way complaints about children's social services are dealt with. |
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Voice for the Child in Care (VCC)
VCC provides independent complaints and reviews services to Local Authorities in order to assist them in meeting their statutory responsibilities under the Children Act complaints procedure and in reviews held for young people in secure accommodation. VCC also provides independent confidential advocacy services to children in need, in care or leaving care. |
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Next: Local Government Ombudsman
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