Handling Children Act Complaints with Confidence
We specialise in Children Act complaints, offering expert support across the full statutory framework. From acting as investigating officer or independent person to chairing Stage 3 panels, we help councils handle complaints clearly, lawfully and with confidence.
Statutory Investigation and Review
We take on formal roles under the Children Act complaints process, including Stage 2 investigations, independent person appointments and Stage 3 panel chairing. Our approach is clear, thorough and grounded in the statutory framework.
Training and Team Development
We offer targeted training to help teams handle complaints more confidently and resolve them earlier. From Stage 1 training to reflective sessions and writing workshops, we focus on real cases, practical skills and better outcomes.
Quality Assurance and Resources
We support councils to improve consistency and learning through case audits, live QA and practical tools. Our editable templates and planning resources help teams embed good practice and avoid unnecessary escalation.
The Reality: What Poor Complaints Handling Actually Costs
Our research shows that investment in proper training and quality assurance directly impacts resolution rates and reduces costs. Councils that introduced structured stage one training often reported complaint volume reductions of up to 25% in the following year, with one council seeing complaints drop from 63 to 47 after targeted improvements. This translates to significant resource savings for stretched local authority teams.
Before Training and Support:
With Training and Support:
Improving Outcomes. Reducing Pressure.
Better complaint handling supports stronger decisions, clearer communication and more consistent services. When teams feel equipped to respond well, complaints are more likely to be resolved early—reducing escalation, saving time, and improving the experience for families and staff.
Councils we’ve supported have seen improved resolution rates, more confident responses at stage one, and fewer cases requiring senior input. In some areas, this has also helped reduce complaint volumes and free up capacity for strategic work.
Quality Improvements and Staff Confidence
Beyond the numbers, our support creates lasting improvements in how teams approach complaints handling. Staff report increased confidence in dealing with complex cases, better understanding of their legal duties, and clearer processes for escalation decisions. The Local Government Ombudsman has confirmed that many escalated complaints could have been avoided with better initial responses - exactly what our training delivers.
Sustained Improvement Across Multiple Authorities
We've now worked with over 30 local authorities, consistently seeing similar patterns of improvement. Councils that invest in training and quality assurance report fewer escalations, better outcomes for families, and more confident staff. The evidence is clear: early investment in proper complaints handling prevents costly escalation and creates better experiences for everyone involved.
We’ve brought James in as a consultant during times of staff absence and pressure. He’s provided calm, practical QA support and advice on live cases that’s helped us stay on track. It’s like having an experienced complaints lead on hand when you really need it.