Children Act complaints support and quality assurance
We help councils strengthen their work with children and families through clear training, practical tools and expert consultancy. Our focus is the Children Act complaints process and wider service improvement across safeguarding, early help and quality assurance.
Our Director has provided independent investigation, panel, training or consultancy services to Hull City Council, East Riding of Yorkshire Council, Bradford Children and Families Trust, BCP Council, South Gloucestershire Council, Bath and North East Somerset Council, Birmingham Children’s Trust, Gateshead Council, Lincolnshire County Council and the London Borough of Lewisham.
Our work is built on rights-based, trauma-aware practice. We understand the pressures teams face, the risks involved and the need for confident, defensible and fair decisions.
Shaped by practice
We base our work on the realities of frontline children’s services. Our research and experience highlight common gaps in complaints handling, quality assurance and decision-making.
Rights-based and trauma-aware
We help teams communicate clearly, act fairly and see the human impact of decisions, especially in complex complaints involving high levels of distress or risk.
Tools you can use straight away
Training comes with templates, checklists and planning tools designed for busy teams who need practical support, not theory.
Training & outreach
We provide structured training for complaint staff, investigating officers, panel members and senior officers. The sessions are clear, practical and built around the real challenges councils face. Everything is based on legislation, statutory guidance and live casework, with tools staff can use straight away.
Snapshot sessions
Short introductory sessions ideal for briefings, inductions and refreshers. They give staff a clear overview of the statutory process, roles, timescales and escalation routes.
Workshop sessions
Skills-based half-day or full-day workshops that go deeper into investigation steps, evidence, analysis and communication. These sessions help managers, investigating officers and complaints staff plan investigations, test findings and write clearer responses.
Signature sessions
Full-day, in-depth training for investigating officers, complaints leads, senior managers and panel members. These sessions cover end-to-end investigation practice, report writing, defensible reasoning, governance, escalation reduction and strategic oversight. They are designed for staff who need stronger skills, greater consistency and more confidence in complex or high-risk complaints.
Bespoke support
If your organisation has specific needs not covered above, we’re happy to design a tailored package through discussion.
Specialist complaint support & assurance
We offer direct support for teams handling complex or sensitive cases, as well as wider service reviews.
On call consultancy: quick advice for live cases, high‑risk decisions and complex issues, available as ad‑hoc sessions or retainers.
Quality assurance: targeted audits, red‑flag reviews and case sampling to improve complaint responses and processes.
Process diagnostics: end‑to‑end reviews of Children Act complaint workflows, including practice, timescales and escalation.
Independent roles: serving as an investigating officer, panel chair or adviser for complex or high‑profile complaints, with access to a network of professionals for referral needs.
Training & outreach: bespoke training for inexperienced complaints teams, plus webinars or free introductory sessions to build capability and interest.
Packages – supporting people & processes
We offer a limited number of annual packages that organisations can commission on a retainer basis. The goal is to improve outcomes and reduce escalation by ensuring complaints teams have consistent access to expertise.
Bronze: fast‑response support. This could include a fixed number of consultations per year for real‑time advice on live cases and access to a set number of online open sessions (e.g. quarterly clinics) for Q&A and best‑practice sharing.
Silver: all the benefits of Bronze plus a higher allocation of case reviews or red‑flag audits each year, periodic training modules to build team capability, and feedback sessions on complaint responses. This tier is ideal for organisations looking for more hands‑on guidance but not full‑scale intervention.
Gold: a comprehensive partnership. This tier could offer unlimited remote consultations, scheduled onsite visits or workshops, full‑scale diagnostic reviews, tailored training programmes, and proactive monitoring to identify emerging issues before they escalate.
Rapid support (optional add‑on or separate tier): a flexible package for organisations facing particular challenges—after an Ofsted inspection, during a staffing crisis, or through a period of significant change. This service could include triage of complex cases, short‑term staffing support from experienced complaint managers, assistance with recruitment and selection, targeted training, and signposting to vetted independent consultants for specialised needs.
Why work with us
We provide comprehensive support and quality assurance across children’s social care. By coaching staff on live cases and high‑risk decisions and auditing both complaint workflows and broader quality‑assurance frameworks, we help teams make confident, defensible decisions early on. This reduces the likelihood of issues escalating and leads to better outcomes for children and families.
For complex or high‑profile matters, we bring independent expertise from a network of seasoned investigators, complaint managers and panel chairs. All our work is rooted in rights‑based, trauma‑aware practice so that families are treated fairly and services continually learn and improve.
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 Children’s Services 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.