Social Services Complaint - escalate to stage 2?

[sazale]

I complained about refusal of core assessment/carers assessment and attitude of social worker that I spoke to on 30th May (email so received same day). I received an acknowledgment letter but nothing else. According to the complaints procedure it should take 20 working days max and it's now been 25. I emailed the complaints dpt on Friday who apologised and said the manager dealing with it has been off sick but back now and dealing with it.

According to the government guidelines it says I can escalate it to stage 2 once past the 20 day deadline and they should tell me this (which they haven't). The question is does anyone have experience of this and would I be better off waiting or requesting it escalating to stage 2?

Thanks in advance.

[bjkmummy]

Mine was ignored then as soon as I went to stage 2 I had Everyman and his dog on the phone and got my assessment

[StarlightWithAsteroid]

Escalate. Apart from anything else it shows you know what you are doing.

[sazale]

Thanks guys, I think I will. I don't know if we'll get any support but it's the principle. To be told my dd 13 can't possibly have any care needs as she attends an ASD specific youth club once a week (amongst other ridiculous assumptions) is ridiculous. Since then she's been given a low incidence needs 25 hr pw statement that clearly shows she has multiple complex needs! I think I'll send the email now!

[WetAugust]

Escalate it - stating the reason is because they failed to answer the Stage 1 complaint within the deadlines precsribed by their Complaints Policy. That will look good when / if you eventually have to take it to the LGO.

You could also copy your letter to your Local Councillor - that should get things moving quickly!

[sazale]

Thanks Wet

I e-mailed them this morning stating that although I do understand that sickness can't be helped I do think they were neglectful in not advising me that they would not be able to meet the timescales. I quoted bits from this document
www.education.gov.uk/publications/eOrderingDownload/Getting%20the%20best%20from%20complaints.pdf
about timescales and right to escalate to stage 2 and that I wanted to do that.

They have replied apologising and that they will investigate why I was advised of the delay. Suddenly the social services manager would like a meeting with me and my daughter to try to sort out my complaints (of which there are a few) and see how they can support me and my dd. They want to know if I would still like to escalate it to stage 2 or if the meeting would be ok.

I haven't replied yet but think I should agree to the meeting so as not to look unreasonable. What do you guys think? I definitely want a written apology from the social worker as her comments were discriminatory and dismissive.

[sazale]

was not advised of delay, not was! I really should check my posts b4 posting!

[WetAugust]

Escalate it now. there are strict timescales or escalating the complaint and if you're not careful you could be ruled out of time to escalate it.

You could respond thanking them for the meeting, stating that you will meet, but in the meantime requesting an escalation.

What the Social Services manager will be trying to do is to clarify your complaint. You must comaplin about specifics - not just an overall impression of the crappy service you experienced. It's the specifics that get investigated so make sure you word the complaints carefully to deny the LA any possibily of twisting your words.

They'll also be trying to ascertain what exactly you want in teh way of remedy i.e. an apology etc. (I doubt if you'll secure a written apology as that would mean them admitting guilt).

I'm probably old-fashioned but Formal Complaints should be made in writing in a good old-fashioned letter, copied to another party so the body against which the complaint is being made cannot deny receiving it. Email, to me, is just too casual for important issues such as Formal Complaints.

[sazale]

Thanks chuck

I did put the complaints into a letter but e-mailed the letter to the Director of Children's services and cc'd in the lead cabinet member for safeguarding children and the complaints dept. The cabinet member replied stating that he was taking a personal interest in it and would ensure all timescales were met (didn't manage that very well) and he cc'd in the director of safeguarding children and the CYPS performance and quality manager, so plenty of people are aware of it.

I was very specific in what she said that I found unacceptable like "she'll not get any help with only a diagnosis of mild to moderate ASD"m "she can't possibly have any care needs as she attends a youth club once a week (it's ASD specific)" and "if she's got no personal care skills why haven't you taught them to her?". The list goes on lol! I've also quoted some legislation about refusing to assess our daughters/families needs and also how it's unlawful to refuse assessment based on eligibility criteria for services (lots of info from council for disabled children) etc. Fingers crossed they've got the idea what I'm not happy with, but then again!!

I doubt I'll get an apology but one can live in hope x

[WetAugust]

Well I hope you do get satisfaction - you're doing exactly the right thing by complaining.

I wish more people did - perhaps things might improve then

Best wishes

[sazale]

Thanks Hun

I nearly didn't complain coz just couldn't face it. Just secured a statement for dd and didn't feel like I wanted the extra hassle but the few people I mentioned the conversation were mortified and a couple were professionals. During a discussion with indifferent them they said to me you are going to complain, aren't you? That's when I knew I should oz I couldn't let it go and what about all the others that come after us. They'll find it hard to say she has no care needs now as her statement is a low incidence needs one with full support and of course we have all the reports that came with it!

[bjkmummy]

meet but still escalate. they wont want you to escalate as they have to publish each year the level of complaints they recieve so thats why they are also now so keen to keep a lid on your complaint

[sazale]

I emailed them this morning just a brief email (no explanations) stating that I would like to meet with manager but I also want my complaint to move to stage 2. Not heard anything back yet so will see what happens!

[sazale]

Just updating that I finally had a meeting the social services manager and complaints guy yesterday. Still got some issues that need further clarification like being told that dd doesn't fit eligibility criteria for disability social services so assessment will be by locality social services. The manager gave me a copy if the criteria and like a numpty I never turned the page over and read it all till they'd gone and there's clearly a category that says a child with a dx of autism that effects their developmental progress or their ability to access education, normal family life or where it significantly interferes with everyday activity! That's my dd so I'm guessing she wasn't aware of their eligibility criteria either!
I also don't think they escalated it stage 2 as still not had contact from independent person or been told who it is! Another email sent asking when I will hear from the independent as I still have issues that need clarification.

[Ashleydavies]

anyone on stage 1 of social services complaints whos wondering weather to go to stage 2 i would say yes defo because on stage 1 they fob you off and its all done by the people your complaining about on stage 2 its not dealt with by ss its dealt with by an independant person who is not involved with ss and also someone who is not employed by ss and someone who has never been involved with ss you will not get ss to admit fault on satge 1.

[sazale]

I did go on to stage 2 and then on to the LGO who ruled in my favour! I'm glad that I pursued it.

[Icimoi]

Excellent. Did they do a decent core assessment?

[sazale]

That's debatable! The initial assessment was rubbish so I re wrote it and they added it! After adding my amendments they then decided to allocate a social worker (they had said didn't have need before amendments). Then came several arguments between depts as locality team said should be disability team, disability team said not as no learning disabilities. A core assessment was then done which just added a few bits off dd's statement and then no one did anything. The locality team decided again that it should be disability team and then the LEA asked for advice for tribunal (we were requesting residential). They gave the LEA an addendum to the core assessment saying no issues and needs can be met by universal services. We got a copy with tribunal by tribunal bundle. The locality manager promised to come speak to us but didn't! The LEA agreed to placement the day before tribunal so I ended up just walking away from it all as she is now residential Mon-Fri. Basically they just held meetings every 6 weeks for 10 months!

Oh and the ombudsman had to order them to complete the core assessment as they went over timescales on that as well!