Clear thinking and practical support for children's social care
Complaints in children's social care are complex, families are often in pain, and decisions made under pressure are the ones that get looked at again later. We help teams handle that work well, through training and through direct support when a case or a system needs another pair of eyes.
Our approach is rights-based and trauma-informed. We start by listening, create space to reflect on what happened and why, bring structure to complex situations, and help you respond in a way that is fair, defensible and useful to families.
Training
Training for complaints staff, investigating officers, quality assurance leads and senior managers, built around real casework. Every session comes with tools and templates staff can use straight away.
Consultancy
Senior support for teams handling complex or sensitive Children Act complaints and service reviews, at whatever point you have reached in the process. Available as one off advice or through a short retainer.
Quality assurance
Audits, red flag reviews and case sampling that strengthen complaint responses and reduce avoidable escalation, alongside end to end reviews of how complaints move through the system.
What the training covers
Sessions draw on legislation, statutory guidance and live casework, and every programme comes with tools, templates and planning guides.
Training covers handling stage 1 complaints, the statutory framework under the Children Act 1989 and the 2006 Regulations, independent investigation skills and report writing, quality assurance and reducing avoidable escalation, and using complaints to improve services.
Sessions are tailored to the team's experience level, from short briefings to full day programmes. Every programme begins with a scoping call, and we ask for at least four weeks' notice to plan and confirm.
Independent investigations and panel chairing
Resolution Ready does not act as independent investigating officer and does not chair stage 3 review panels. James Anderson takes those appointments personally, commissioned directly by local authorities under the Children Act 1989 complaints procedure.
An investigating officer has to be independent of the authority and of anyone advising it, which is why the two arrangements are kept separate.
To discuss an appointment, contact James at james@resolutionready.org.uk
“I really valued the space to talk openly about what needs to change, and how we can help drive that through complaints, learning and strong partnerships with young people.”
— Executive Director of Children’s Services
Case study: improving stage one responses and reducing escalation
Over eight months we worked with a large unitary authority to improve the way stage 1 Children Act complaints were handled. We reviewed more than 150 stage 1 responses and produced a quality assurance report for the director setting out strengths and areas for development.
We introduced a simple tracking form so managers could monitor progress and spot patterns, and worked directly with responding managers to help them plan their responses, structure their reasoning and write more clearly to families.
The authority reported clearer responses, stronger decision making and a reduction in avoidable escalation.
"Having an external view helped us step back and see the bigger picture. The feedback was practical and clear, with a focus on what really mattered. It's been an invaluable part of improving our complaint responses."
Service manager, safeguarding and quality assurance
Your questions answered
Get in touch and we will arrange a free scoping call to understand what you need and agree an approach. We work flexibly around your timescales.
Not through Resolution Ready. James Anderson accepts direct commissions as independent investigating officer at stage 2 and as independent chair at stage 3, and those appointments are made with him personally. Contact him directly to discuss a case and he will confirm availability.
We bring senior, specialist expertise built on decades of frontline work in children's services, complaints and quality assurance. The work is honest, and we say what we see, including when something needs to change. The advice comes from current practice in local authorities across England.
Yes. Call 07923 465645 or email office@resolutionready.org.uk and we will come back to you the same working day.