The Adult Social Care & Health Select Committee met to discuss the Safeguarding Adults Executive Board Annual Report and the Annual Complaints Report. Key discussions included an increase in safeguarding referrals, the effectiveness of community engagement initiatives, and the learning derived from safeguarding reviews.

Safeguarding Adults Executive Board Annual Report

Aileen Buckton, Chair of the Safeguarding Adults Executive Board (SAEB), presented the annual report for 2024-25. The report highlighted a significant increase in safeguarding referrals across both Kensington and Chelsea and Westminster, with a marked rise in domestic abuse concerns. Buckton noted that this increase was observed nationally and attributed it to greater awareness and reporting, rather than a direct rise in incidents.

The committee discussed the importance of community engagement, with particular focus on the work of the BAME Safeguarding Network and Safeguarding Ambassadors. These groups are instrumental in ensuring safeguarding messages are culturally appropriate and accessible. The report detailed initiatives such as translated safeguarding leaflets and community events aimed at raising awareness.

Concerns were raised about digital exclusion and its impact on older people, with the board confirming efforts to maintain in-person engagement alongside digital resources. The effectiveness of the BAME Safeguarding Network in shaping frontline practices was also discussed, with the report indicating that the year covered was primarily focused on building the network's infrastructure.

The report also addressed the use of the Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS), with ongoing work to improve staff understanding and practice through multi-agency case audits. The challenges of safeguarding individuals placed out of borough were also acknowledged, with emphasis on the need for robust information sharing and cross-borough working.

Discussions also touched upon the increase in referrals for autistic individuals, with the report noting this was partly due to better diagnosis and inclusion in reporting. The committee explored the links between children's services and adult services in supporting young people transitioning into adulthood.

The report detailed the SAEB's learning programme, which includes training on fire safety, mental health, and scam awareness. The Think Fire campaign and the Brew with the Crew event were highlighted as successful community engagement initiatives.

The Safeguarding Adults Executive Board's strategic plan for 2025-2028 was outlined, focusing on four key priorities: Making Safeguarding Personal, Empowering Communities, Better Outcomes for People, and Leading, Listening and Learning.

Annual Complaints Report

Louise Butler, Head of Safeguarding Quality Assurance and Engagement, presented the Adult Social Care Annual Complaints Report for 2024-25. The report indicated a decrease in the number of formal complaints received compared to the previous year, with 67 complaints investigated. The primary reasons for complaints were quality of service (62%) and communication (13%).

A significant improvement was noted in response times, with 97% of complaints being answered within 10 working days, a substantial increase from 74% in the previous year. The report also highlighted that 8 complaints were fully upheld and 17 were partially upheld.

The committee discussed the low number of complaints that escalated to the Local Government and Social Care Ombudsman (LGSCO), with only one case being upheld without a full investigation. Member enquiries, which are formal requests from elected members on behalf of constituents, also saw a decrease, with 100% addressed within the council's standard timeframe.

The report noted an increase in compliments received, with 36 recorded in 2024-25, reflecting positive feedback on operational services. Key learning themes from complaints included enhancing communication, improving service quality, and strengthening care delivery within the provider sector.

The Customer Engagement Team's priorities for 2025/26 include reshaping the complaints framework, developing a new Learning Pathway, and expanding the customer engagement role to co-produce service improvements with residents.

Work Programme Report

Jacqui Hird, Scrutiny Manager, presented the Select Committee's work programme for 2025/2026. An additional item was added to scrutinise the new model Integrated Care Board (ICB) and its implications for the local authority, the borough, and patients, following the planned merger of North West London ICB with North London ICB. This addition necessitated rescheduling the discussion on the mobilisation of homecare. The committee also noted responses received from NHS England regarding cancer screening data and from NHS North West London ICB concerning the Pharmacy First service.

The work programme includes ongoing scrutiny of dentistry and oral health, community pharmacies, and the Director of Public Health's annual report. It also outlines plans to scrutinise autism and ADHD diagnosis and support, NHS Neighbourhood Health Services, and the Adult Social Care and Public Health budget. The committee will continue to monitor the reconfiguration of mental health services in Westminster and Kensington and Chelsea.