Complaints by service area
This year we received complaints about the following service areas:
- Looked after Children Permanence and Specialist Services
- Mash, Referral & Assessment, Family Support & Child Protection
- Professional Standards and Quality Assurance
The below image shows complaints by service area broken down by the different stages of the complaints process
The below image is not suitable for users of assistive technology (Screen readers) and does not allow users to zoom in without degrading visual quality. If you would like to understand any details about this graph, please email complaints@bexley.gov.uk.
In keeping with other years, most complaints were in ‘Looked after Children’ and ‘Mash, Referral and Assessment’. These services receive the most complaints because they carry out assessments on individuals who are sometimes unhappy with the outcome.
The number of Stage 2 complaints continued to decline for a fourth year running. Although Mash, Referral and Assessment saw the most complaints escalated to Stage 2 (roughly one in every four) the number was lower than in the previous year where it was one in every three. Our aim is that fewer complaints are escalated, and we hope that the service changes covered under the section ‘learning and improving from complaints’ will help us to achieve this goal.