Children's services
In 2024 to 2025, 318 public contacts expressed dissatisfaction with both corporate and statutory children's services. Overall, the year saw a decrease of 6% in comparison to the previous year. The total complaints raised for children’s services this year accounts for 29% of all contacts received.
The following table shows the comparison of formal complaints received for children’s services per year since 2021 to 2022.
| Quarter | 2021 to 2022 | 2022 to 2023 | 2023 to 2024 | 2024 to 2025 |
|---|---|---|---|---|
| One | 43 | 61 | 101 | 79 |
| Two | 54 | 71 | 88 | 78 |
| Three | 44 | 45 | 78 | 76 |
| Four | 55 | 80 | 72 | 85 |
Context
Below, we have provided a comparison of the number of:
- complaints received
- referrals and open social care cases within children’s services
This is to understand complaint numbers and how they reflect the services being delivered.
| Team | Number of open social care cases as of 31 March 2025 | Number of referrals for the year | Number of complaints received |
|---|---|---|---|
| Adoption | 83 | Not applicable | 5 |
| Boston | 299 | 1,009 | 6 |
| Children in care | 520 | Not applicable | 26 |
| Children with disabilities |
253 | 92 | 12 |
| East Lindsey North | 317 | 845 | 16 |
| East Lindsey South | 283 | 805 | 10 |
| Lincoln | 396 | 1,237 | 13 |
| North Kesteven | 294 | 1,242 | 15 |
| South Holland | 336 | 1,078 | 12 |
| South Kesteven | 480 | 1,326 | 23 |
| West Lindsey | 385 | 1,050 | 23 |
| Total | 3,646 | 8,684 | 161 |
Of the 318 complaints that entered the formal process:
- 184 (58%) found no fault in the way in which services were delivered
- 82 (26%) complaints were partially upheld
- 52 (16%) were upheld
Analysis was undertaken on those complaints partially or fully upheld. This determined if there were any trends or common factors. The following shows the reasons of all upheld complaints and the aspects of those complaints partially upheld, where fault was found.
Reason for complaint where fault was identified:
- data breach – 3%
- cancellation or withdrawal of service – 3%
- insufficient or lack of communication – 35%
- delay in service – 9%
- delay or errors in assessment – 4%
- discrimination (inappropriate action or service) – 1%
- failure to deliver service or take action – 16%
- staff conduct – 7%
Within quarter 1 of the year, 55% of complaints found fault with the quality of the service being delivered. However, in quarter 2 and 3, this shifted to most complaints identifying fault with the level of communication with our service users and their families. In quarter 2, 36% of complaints identified fault with communication, whereas in quarter 3, we agreed in 44% of cases that our communication was lacking. Therefore, communication issues have increased throughout the year. 35% of the 134 partially or fully upheld complaints identified a fault with our level of communication.
Delays in service accounted for 15%, or 20 of the partially and fully upheld complaints during 2024 to 2025. Within quarter 2 of 2024 to 2025, delays accounted for 26% of partially and fully upheld complaints and 8% in quarter 3. This shows that positive work has been undertaken in this area to minimise delays being experienced by our service users.
Communication remains an area that requires improvement throughout children’s services. However, this is a common trend identified across all service areas.