Kingston upon Hull City Council (22 013 086)

Category: Children's care services Date: 09-Mar-2023

Summary

The complainant (Miss X) said the Council failed in its support for her and her children who are in care. She complained about frequent changes of her children’s social workers, unsatisfactory communication and conditions of the contact centre for her meetings with the children. We found fault with the Council for refusing to consider Miss X’s complaint through its children’s statutory complaint procedure. This caused Miss X injustice. The Council agreed to apologise and consider Miss X’s complaint under its children’s statutory complaint procedure. The Council also agreed to provide its staff dealing with the children’s services complaints with a learning bulletin, highlighting Miss X’s experience.

Service improvements

Kingston upon Hull City Council (22 005 755)

Category: Children's care services Date: 31-Oct-2022

Summary

Ms X and her daughter Ms Y complained the Council's investigation into how it cared for Ms Y as a Looked After Child and communicated with Ms X was not sufficiently comprehensive. The Council was at fault for not considering Ms X and Ms Y’s complaint using the children’s statutory complaints procedure, but this did not cause them an injustice because the Council's investigation was thorough and identified significant failings which it has appropriately remedied. It has agreed to remind staff of the correct process for considering complaints that come under the remit of the children’s statutory complaints procedure.

Service improvements