Concerns raised about complaints to Merthyr social services department

The number of complaints about Merthyr Tydfil’s social services fell last year but there are still concerns about communication issues such as failing to respond in the appropriate timescale and to update people on decisions. A report on social services complaints, representations and compliments due to be considered by the council’s social services scrutiny committee on Tuesday, September 17 showed the number of complaints fell from 145 in 2022/2023 to 122 in 2023/2024.

But it also said it continues to be a concern that a number of complaints are not being directed through the correct complaint procedure which result in managers and the complaints department continually responding to the same concern. The annual report for 2023/24 showed that the department received 122 complaints with 119 being stage one complaints and three being stage two.

Children services accounted for 87 of the total 122 complaints while adult services saw 35 complaints. The annual report for 2022/23 showed that the council’s social services department received a total of 145 complaints, in 2021/2022 there were 115 and in 2020/2021 there were 99.

READ MORE: The make up of Merthyr Tydfil Council now as two independents form their own group

READ MORE: New Merthyr councillor says 'together we can achieve great things' after by-election win

The report said that it is important that anyone who makes a complaint about council services has a right to be listened to properly with their concerns resolved quickly and effectively. It also said that it is important that local authorities learn from these complaints and where necessary use them to identify where services should be changed and improved.

The report added that every effort is made to resolve matters at a local level with the emphasis on achieving successful resolution of complaints. At stage one the complaints department will offer to discuss (either face-to-face or by telephone) the matter with the complainant within 10 working days to attempt to resolve matters and the report said that this approach allows for the quick and successful resolution of most complaints. To get all the latest Merthyr Tydfil news straight to your inbox, sign up to our newsletter here.

Complaints received that go to stage two are normally more complex in nature and often contain several components of dissatisfaction that need to be independently investigated. The report said that the emphasis at all stages is focused on achieving satisfactory resolution of matters rather than upholding or not upholding complaints.

It said: “All complaints are unique in their own right and often contain several elements of dissatisfaction to be addressed. This is particularly relevant at the formal stage, hence the reason why the majority of stage two complaints can be part upheld – some components being recognised, while others not agreed. Communication issues including failure to respond within appropriate timescales to messages and failure to update complainants on decisions continued to be a theme through this reporting period.”

The report said: “Although there has been a slight decrease in 2023/2024 it continues to be a concern that a number of complaints are not being directed through the correct complaint procedure which result in the managers and the complaints department continually responding to the same concern and therefore preventing the complaint from exhausting the local authority’s complaints process.” The report said that “timescales will be continued to be monitored to improve and promote adherence to statutory legislation and increase the timeliness of responses at stage one.”

It said: “Social Services continue to adopt a positive attitude towards complaints, we continue to learn from complaints and view concerns as a valuable form of feedback, which assists in the development and improvement of services. While not all complaints are upheld they do provide useful information in respect of the way services are delivered. They also provide us with the opinions of our residents and allow us opportunities to learn lessons where a service has fallen short of expected standards.

“Like all other councils in Wales, Merthyr Tydfil County Borough Council are facing the challenge of providing effective, efficient and economical services that give value for money. However, despite the increasing challenges faced by public services, in general, the number of complaints received is relatively small in comparison to the nature of the services provided. Social Services will continue to provide for the needs of the community, achieving the council’s vision and strategic aims for the future. The needs of the population are changing, and we will continue to learn and develop from complaints and compliments.

“Services have continued to experience high levels of demand, reflecting the levels of disadvantage and the challenges faced by a significant number of families living in the county borough. The social care complaints procedure provides citizens with an essential, effective way of communicating their concerns so that levels of customer satisfaction can be increased, and our services continue to improve.”