The Council agreed that it would brief those staff who consider complaints made under the statutory complaint procedure for Children's Services, to pay close attention to Government guidance supporting that procedure in two areas. First, when considering a complaint made by a child or young person about events more that 12 months previously. The Council must consider the individual circumstances that have led the complainant to make a late complaint, such as their age, potential vulnerability, ability to make a complaint at the time of the events and so on. Second, to be aware of guidance on 'financial redress', which should be considered where appropriate.

The Council has agreed to carry out a comprehensive review of the operation of the statutory complaints procedure to ensure:1.people are not denied the opportunity to use the procedure where legal action has been threatened but not pursued. I would suggest it considers introducing a timeframe after which it will accept a complaint if court proceedings have not started; 2.the consideration of whether to accept late complaints is done in accordance with the statutory guidance; and3.complaints staff are aware that when the Council agrees to our recommendations, we expect the Council to implement them within the specified timescale or come back to us explaining why it is not now possible.

The Council agreed to remind relevant staff of:the importance of clear communication with children and families during moves between foster care placements;the need to record important information about communications with young people in vulnerable circumstances; andthe circumstances in which an early referral to the Ombudsman is appropriate under the statutory children's complaints procedure and that, unless these are met, complainants are entitled to go through all stages of the process.