Over 100 complaints in seven months to Neath Port Talbot children’s service

There were more than 100 complaints about the Children and Young People services at Neath Port Talbot Council in a seven month period.

Between July 2012 and January 2013, 114 complaints were received, the Social Care, Health and Housing cabinet board heard.

However, of those, 105 complaints were resolved at the first stage of the procedure, said Angela Thomas, head of business strategy and public protection.

Nine complaints progressed to stage two, with four of those addressed through mediation and four through a formal investigation, with two progressing to an independent panel, where recommendations were agreed and implemented. The remaining complaint was addressed.

In a report presented to the cabinet board, Ms Thomas said: “Of the stage one’s, 18 were from the young people residing at Hillside Secure Unit.

“The vast majority of the resolved complaints during this period were in regards to alleged communication difficulties and quality of social work support.”

One complaint involved a parent whose child received support from the Child Care Disability Team.

“(She) expressed concern with the lack of support available to her child, citing the length of time her child had been waiting for a particular service,” said Ms Thomas.

A team manager provided the parent with an explanation for the wait, which was accepted.

Talking about the mediation tool, Ms Thomas added: “While recognising that the form of mediation employed by the complaints team is not mediation in the true sense, the complaints team have historically found such meetings to be a useful tool in promoting a resolution without recourse to a formal investigation.”