The Adults, Children and Health Overview and Scrutiny Panel are scheduled to meet on Thursday 9 October 2025. The agenda includes the annual complaints and compliments report, and a review of the panel's work programme. The meeting will take place in the Council Chamber at the Town Hall in Maidenhead.

Annual Complaints and Compliments Report

The panel will be presented with the annual complaints and compliments report for 2024/25, prior to its publication on the council's website. The report includes summaries of all compliments and complaints made by, or on behalf of, customers. These will have been investigated under the Adults Statutory, Children's Statutory and Children's Corporate complaints processes. A separate report has been provided to the Corporate Overview and Scrutiny panel, detailing the compliments and complaints investigated under the council's Formal Corporate Complaints policy.

The report is scheduled to contain the following details:

• Complaints received
• Themes of complaints
• Timeliness of complaint responses
• Outcomes of complaints
• Learning from complaints
• Number of complaints made to, and decided by, the Local Government and Social Care Ombudsman (LGSCO)
• Numbers of compliments received

The report notes that local authorities are only required to produce an annual report on complaints relating to corporate activities and those submitted about adults and children's services. However, the council feels that it is good practice to continue to report on both. The report is discussed and considered by the council's Executive Leadership Team.

According to the agenda item 4 - Annual Complaints Compliments Report, the panel is being asked to note the report and agree to the following recommendations:

i) That the report is published on the council's website.

ii) That the annual report continues to be produced and presented at future Overview and Scrutiny panels

Agenda Item 4 - Annual Complaints Compliments Report

The report also contains key implication targets for 2025/26, including:

• Reduced percentage of upheld complaints
• Increased percentage of complaints completed within timescales
• Reduced percentage of complaints to the LGSCO are upheld

Work Programme

The panel will be asked to consider their work programme, according to the agenda. The Cabinet Forward Plan is attached to the agenda, so that panel members can highlight any upcoming cabinet reports that they would like to scrutinise.

Councillor Carole Da Costa has suggested a review of mental health provision and wellbeing.

The following items have been suggested, but not yet programmed:

• Review in the spring as may link in with piece of work being undertaken by transformation partner.
• Frimley Health 2030 Strategy
• Children's Services Ofsted Action Plan
• Education Standards Report 24/25
• Children's Social Care Reforms
• Corporate Parenting Strategy
• Contract for Nursing and Residential Care Home Placements
• Imperial Road, Windsor

Other items

The agenda also includes:

• Apologies for absence
• Declarations of interest
• To consider and approve the minutes of the meeting held on 12th June 2025.