Statutory complaints lodged with Richmond's children's services have surged by 73% in the last year, according to a report presented to the Education and Children's Services Committee. 
Achieving for Children's Services saw the number of closed statutory complaints rise from 26 in 2024-25 to 45 in 2025-26. This increase is attributed to several factors, including the growing complexity of cases within children's social care. The 'growing complexity of cases' is driven by a significant increase in placement-related concerns, wider pressures in the children's placement market, and the increased use of AI tools by complainants, leading to longer and more detailed complaints.
Placement issues emerged as the most frequent primary concern at Stage 1 of the complaints process, with 11 complaints compared to just three the previous year. These issues often reflect the complexity of meeting young people's needs and the impact of placement changes on continuity of care and support. Six of these complaints were made directly by looked-after children. Communication also rose as a key theme, featuring in six complaints compared to two in the prior year.
Despite the increase in complaints, the report highlights a significant improvement in the timeliness of responses. 67% of Stage 1 statutory complaints were responded to on time in 2025-26, a notable increase from 42% the previous year. Stage 2 complaints also saw improved timeliness, with 80% addressed within the statutory timeframe.
Positively, the number of complaints directly from young people at Stage 1 increased from four to 11, a rise of over 175%. The report notes this reflects Ofsted's recognition of the role young people play in shaping services. 
However, the report also indicates that Stage 3 panel meetings continue to face challenges in meeting the statutory 30-day timescale. This is attributed to the availability of independent panel members and, at times, complainants themselves.
The report further details that 50 of the 64 Stage 1 corporate complaints were related to SEND (Special Educational Needs and Disabilities), indicating that SEND-related issues are driving the majority of these complaints. Achieving for Children completed 63 Stage 1 corporate complaints, a 15% increase from the previous year, with 36 escalating to Stage 2, a 64% increase.
For Stage 1 statutory complaints, most were partly upheld (13 of the 33 complaints), 11 were not upheld, and nine were fully upheld. For Stage 2 complaints, seven were partly upheld, two were not upheld, and one was fully upheld. For Stage 3 complaints, both were partially upheld.
In response to the rising complaint numbers and complexity, Achieving for Children is strengthening its approach to communication, care planning, and record-keeping. The service is also focusing on improving partnership working and ensuring commissioned placements are safe and well-managed. The report can be found in the Public reports pack for the Education and Children's Services Committee meeting.
