Making effective complaints through the local authority complaints procedure

It appears very clear that challenges against poor local authority provision via the Complaints Procedure are not only necessary in order to mount a subsequent legal challenge; they are, in addition, proving to be very complex processes where – despite the involvement of the "Independent Person" at Stage 2 -  local authorities appear to be largely unmoved by criticism and adverse opinions. This is particularly so where a family is worn out as a result of what can sometimes best be described as 'institutional discrimination' by the local authority.  Harsh as this may appear to some observers, I am convinced that it exists, and is resistant to anything other than the most rigorous enquiry.

My extensive experience leads me to believe that individual families can benefit significantly if they have expertise available to them to both meet with the Investigating Officer and Independent Person at Stage 2 and (if matters remain to be challenged) attend the Stage 3 Panel hearing in support of their complaint.  In respect of Stage 2 complaints, even the informality typically attached to the process of enquiry can be discomforting and frustrating for families.  In relation to Panel hearings, it is frequently necessary to ensure that the Panel membership is fully aware of the limitations and misinterpretations of statute and good practice that can arise in the local authority's case.

I am happy to negotiate fixed fees with families in order to assist in the Complaint process, at whatever level appears to be most relevant to the individual circumstances.

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Clive Yeadon: Independent Social Welfare and Social Policy Consultant