Ms X complained about the Council’s handling of social services matters concerning her son, including direct payments, assessments, and plans.
The assessment found that the independent investigation commissioned at stage 2 was thorough and competent. However, there were two issues identified which did not amount to best practice. The Council therefore agreed to carry out the following actions within 2 months:
1. Revise its social services complaints procedure to include consideration of the qualifications and background of independent investigators on a case by case basis, recording its reasons for selection in those cases where complaints include elements of social work practice.
2. Revise its social services complaints procedure to include consideration of whether the child should be asked to provide input to the independent investigator and the independent person where they are the service user – including where the complaint is made by another person. The Council’s consideration in this regard would be recorded on the complaint file.