Clear thinking and practical support
We support councils to strengthen practice through clear training, practical tools and focused consultancy. Our work centres on the statutory children’s social care complaints process, including investigations, stage 3 panel work, and the learning and service improvement that should follow.
All of our training and consultancy is shaped by four core principles: listen, reflect, structure and respond. This is not a practice model. It is a simple way of organising good habits in complaints work and investigation.
→ Listen to understand the issue and its impact.
→ Reflect on what should have happened and what actually happened, using evidence and triangulation.
→ Structure information and analysis so reasoning is clear and defensible.
→ Respond in plain language, linking findings to evidence, remedies and learning.
We use this approach across the statutory children’s social care complaints procedure to build investigation and response skills and to improve day to day practice. Our work is rights-based and trauma-aware. We understand the pressures teams face and focus on supporting clear, fair and defensible decision making in complex and sensitive cases.
Better for children and families
- Children and families are heard
- A fairer, more transparent process
- Timely, decisive response that will address concerns
- Services that learn from feedback and improve
- Resolution focussed
Better for local authorities
Across 100 percent of our complaints training delivered in 2025, participants said their understanding improved. Before the training, only 25 percent felt confident. After the session, 100 percent of post course respondents said the training was relevant to their role and would recommend it, describing it as “clear and easy to follow” and “helpful without being overwhelming”.
Better practice
- Clearer understanding of the statutory complaints process
- Greater confidence to investigate and respond
- Stronger responses at stage one and more robust investigations at stage two
- Fewer avoidable escalations
- Better compliance with statutory timescales
- Clearer learning and decisions that children, young people and families can understand and trust
Our core training offer
We provide structured training for complaint staff, investigating officers, panel members and senior officers. Sessions are clear, practical and based in legislation, statutory guidance and real casework. Every session includes tools that staff can use straight away.
Level 1: snapshot sessions are shorter, introductory sessions giving a high-level overview of the complaints process. Best for frontline staff, admin teams, new managers, or anyone new to complaints.
Level 2: workshops are skills-based workshops that go deeper into investigation, report writing and casework learning. Best for stage one responding managers, complaints officers and QA leads.
Level 3: signature sessions are our full-day, intensive training designed for investigating officers and senior staff who need in-depth practice and stronger skills.
Bespoke: we also design tailored sessions around your priorities, combining elements from across levels or focusing on local casework. Custom designed to your specific needs.
Every training package begins with a free call to confirm your requirements and agree the right approach. We normally ask for at least four weeks’ notice to plan and confirm delivery.
Our specialist complaint support & assurance services
We provide direct support for teams handling complex or sensitive Children Act complaints, as well as wider service reviews linked to learning and quality assurance.
On call consultancy
Quick advice for live cases, high risk decisions and complex issues. Available as ad hoc sessions or through short retainers.
Quality assurance
Targeted audits, red flag reviews and case sampling that strengthen complaint responses and reduce avoidable escalation.
Process diagnostics
End to end reviews of Children Act complaint workflows, including practice, timescales, roles and escalation routes.
Stage 3 expertise and panel chairing
Stage 3 panels under the Children Act
Stage 3 is the final step of the statutory procedure. It is where families need a fair hearing, a clear process and decisions they can trust. Councils also need confidence that the panel is independent, well led and focused on both outcomes and learning.
Why stage 3 decisions matter
Stage 3 is the last stage before a complaint may be referred to the Ombudsman. National data shows that a high proportion of education and children’s services complaints the Ombudsman investigates are upheld. Clear, defensible stage 3 decisions, grounded in good evidence and fair process, can reduce the risk of issues escalating further.
Our stage 3 panel offer
We are developing a full panel offer. Where commissioned, councils would be able to refer a stage 3 request and Resolution Ready would provide the panel chair, panel members, hearing and panel report, working with the local authority. If you would like to discuss panel arrangements or be kept informed as this develops, please get in touch.
We hope this feedback says more than we could:
“It was really positive to hear that the young person felt heard following the scoping appointment.”
— Young Person’s Advocate
“Please can you pass this on to the Chair of the panel for me. I was really nervous about going but he made it feel a lot easier. He explained everything in a way I could understand and kept checking in to make sure I was okay. I really appreciated the breaks too. It was the first time I felt properly listened to in all of this. Thank you again.”
— Parent, Stage 3 Complaint Panel
"I wanted to thank you for the excellent job you did chairing the panel. Your respectful and considerate approach was commendable, and it was clearly recognised. Thank you for your efforts.”
— Customer Relations Team Manager, East Riding of Yorkshire Council
“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
We provide clear, steady support across children’s social care. By coaching staff on live cases and high-risk decisions, and by auditing complaint workflows and wider quality assurance, we help teams make confident, defensible decisions early on. This reduces avoidable escalation and supports better outcomes for children and families
Case study: improving stage one responses and reducing escalation
Over an eight-month period, we worked with a large unitary authority to improve the way stage one Children Act complaints were handled. We reviewed more than 150 stage one responses and produced a detailed quality assurance report for the director, highlighting clear strengths and practical areas for development.
We supported the introduction of a simple tracking form so managers could monitor progress and spot patterns. We also provided one-to-one support to responding managers at stage one, helping them plan their responses, structure their reasoning and communicate more clearly with families.
The authority reported clearer responses, stronger decision-making and a noticeable reduction in avoidable escalation.
“James has consistently demonstrated exceptional professionalism, attention to detail and commitment to quality. His ability to handle complex complaints, produce clear and insightful reports and provide reliable consultancy support has been invaluable. His contributions have made a significant positive impact. He became a trusted and respected member of the team.”
Senior manager, Children’s Services
Understanding our support
Our content is updated through live casework, research and feedback from the 30+ councils we work with.
They have statutory timescales, legal duties and higher levels of risk. Our training is designed specifically for these requirements.
Yes. We provide independent input, case-specific advice and structured support within tight timescales.
Yes. We train and support all roles involved in the statutory process.
Absolutely. We can combine training, consultancy, QA and case support into a single package based on your needs.