The Adult Care Services Cabinet Panel of Hertfordshire Council met on Thursday, 10 September 2026, to discuss significant changes to day service transport, review the annual complaints report, and receive updates on the Better Care Fund and the council's work programme. Key discussions included the outcome of a public consultation on day service transport, the Adult Care Service Complaints 2025-2026 Report, Hertfordshire Better Care Fund: Delivery, Outcomes and Neighbourhood Health Integration 2026-27, and the Cabinet Panel Work Programme 2026/27.

Response to Day Services Public Consultation on Changes to Opening Times and Council Transport

The panel discussed the outcome of a public consultation regarding proposed changes to day service opening times and council transport. The initial proposal, Option A, aimed to reallocate council vehicles primarily for home-to-school transport for children with special educational needs and disabilities (SEND), which would have necessitated later opening and closing times for day services. This proposal received an overwhelmingly negative response from service users, families, and staff, who raised concerns about the impact on daily routines, health conditions, social activities, and the wellbeing of both service users and unpaid carers.

In response to this feedback, an alternative model, Option B, was developed. This option proposes using contracted operators for all day service transport, while retaining council vehicles for SEND transport and community activities until 2.30 pm. Option B maintains current day service opening times and is projected to achieve savings of approximately £1 million, though less than the initial £1.7 million target. The panel supported Option B, acknowledging that it represented a more person-centred approach that listened to the concerns raised during the consultation. A recommendation was made to receive an update on the pilot scheme for this new model.

Adult Care Service Complaints 2025-2026 Report

The panel received an update on adult care service complaints for the period 1 April 2025 to 31 March 2026. A total of 442 complaints were received, with 344 formal complaints, a reduction of 14.2% from the previous year. The report highlighted a significant increase in Senior Management Reviews (SMRs), up by 189%, which was attributed to the establishment of a dedicated complaints team and a more proactive approach to complaint resolution, including early resolution initiatives. The panel was informed that the council was performing better than the national average regarding complaints received by the Local Government and Social Care Ombudsman (LGSCO).

Key themes emerging from complaints included delays in communication, issues with assessments and care plans, concerns about staff conduct, and disputed charges or care costs. The report emphasised the importance of learning from complaints to improve service delivery, with a new Learning Log introduced to capture and monitor improvements. Compliments received also indicated that staff professionalism, compassion, and a strengths-based approach were highly valued. The panel noted the report and commented on the improvements in complaint handling and the importance of using feedback for continuous service improvement.

Hertfordshire Better Care Fund: Delivery, Outcomes and Neighbourhood Health Integration 2026-27

The panel received an overview of Hertfordshire's Better Care Fund (BCF) for 2026-27, a £161.5 million pooled budget supporting integrated health and social care services. The report highlighted strong performance in key metrics, with hospital discharge delays and long-term admissions to care homes performing better than regional and national averages. The BCF funds a range of services, including integrated discharge teams, reablement, prevention of admission services, and support for carers.

The report also detailed the strong alignment between the BCF and the emerging Neighbourhood Health agenda, with many existing BCF-funded services supporting integrated neighbourhood teams, preventative care, and community-based support. The panel was updated on hospital discharge activity, noting that around 95% of Hertfordshire residents return to their usual place of residence following a hospital stay. The effectiveness of Hertfordshire's Transfer of Care Hubs was highlighted, which coordinate discharge planning and aim to remove barriers to timely discharge. The panel noted the achievements and strategic contribution of the BCF, its alignment with Neighbourhood Health, and the update on hospital discharge performance.

Cabinet Panel Work Programme 2026/27

The panel reviewed and discussed the proposed work programme for 2026/27. The programme includes updates on various key areas, such as the social care workforce, supported living programmes, and developments in legislation. Specific items noted for future discussion include the Connect and Prevent Development Programme, with a particular focus on nursing home provision and the learning disability big plan. The panel agreed to the proposed work programme, with a commitment to review and potentially add further items as needed.