The Children and Families Cabinet Panel met on Wednesday, 2 September 2026, to review the Quarter 1 performance report for 2026-27, discuss the annual compliments and complaints report for Children's Services, and approve the proposed work programme for 2026-27. Key discussions included rising referral numbers, the performance of various services within children's social care, and the ongoing efforts to improve communication and response times for complaints.

Children and Families 2026-27 Quarter 1 Performance Report

Paul Drayden, Service Manager for Performance, presented the Quarter 1 performance report, highlighting that referral numbers into children's social care continued to increase, being 10.2% higher than the same point last year. Despite this, Hertfordshire's rate per 10,000 population remained significantly lower than national and statistical neighbour averages. The report detailed performance across various areas, including early help, child and family assessments, initial child protection conferences, children subject to child protection plans, and children looked after.

Councillor Paula Hiscocks raised concerns about the increasing numbers of children in care, on child protection plans, and with multiple placements, questioning the causes. Officers explained that these increases reflected a rise in families experiencing significant stress, social and economic deprivation, and poor housing, which were national trends. The panel also discussed the challenges faced by care leavers, particularly regarding isolation and suitable accommodation, with officers outlining ongoing work to improve support networks and housing options.

Councillor Nigel Bell inquired about the process for child protection plans and the definition and changes in child in need plans. Officers clarified that child protection plans were implemented when a child's safety was deemed at risk, and child in need plans were for targeted support.

Councillor Dee Hart expressed pleasure at the council's commitment to the National Care Leavers Covenant and asked for assurance that it would remain a priority. Officers confirmed this, highlighting the strong corporate parenting approach in Hertfordshire.

Councillor Mark Pope questioned the rag rating of certain Key Performance Indicators (KPIs), noting that performance had deteriorated but was still outperforming statistical neighbours. Officers explained the 5% variance used for the amber rating and that targets were set ambitiously to aim for top quartile national performance.

Councillor Louise Price highlighted the positive figure of 16.8% of children in kinship placements, comparing favourably to the national average of 11%, and asked about the strategy behind this success. Officers attributed this to a focus on family decision-making and early intervention.

The panel also discussed the increasing costs of in-house residential homes, which officers explained reflected the rising level of need among children being supported, but noted that in-house provision remained significantly cheaper than external options.

Children's Services Annual Compliments and Complaints Report 1st April 2025 – 31st March 2026

Kamalata Bangor, Complaints Manager, presented the annual report on compliments and complaints for Children's Services. The report indicated a 14% decrease in compliments received, while total representations (dissatisfied individuals) increased by 20%. Stage 1 complaints logged formally rose by 11%. The main themes for complaints were delays in responding/communication issues (38%) and complaints about workers (11%).

Councillor Bell noted the improvement in response times and inquired about complaints from young people themselves, rather than their representatives. Ms. Bangor confirmed regular meetings with NYAS (National Youth Advocacy Service) and personal involvement in young people's complaints to ensure they felt heard.

Councillor Hiscocks expressed concern that communication delays and issues remained a recurring theme, despite efforts to improve. She also questioned the low percentage of young people making complaints directly and whether the process was sufficiently accessible and safe for them. Officers acknowledged the pressures on frontline teams contributing to delays but emphasised the extensive work done to ensure young people felt safe to raise concerns, including independent advocacy services.

Councillor Miriam Swainston and Councillor Pope raised concerns about the potential impact of AI-generated complaints and the ongoing recruitment challenges within the service, respectively. Ms. Bangor confirmed that lengthy AI-generated complaints were being managed, and officers stated that recruitment issues were being addressed through agency staff and retention strategies, but that communication remained the primary driver of complaints.

Councillor Dee Hart suggested that some current complaints might stem from the long-term effects of the COVID-19 pandemic and the cost of living crisis. Ms. Bangor agreed that these factors were contributing to increased demand and dissatisfaction.

Cabinet Panel Proposed Work Programme

The panel reviewed the proposed work programme for 2026-27, noting that it was a live document subject to amendments. Key upcoming items include the annual fostering and adoption reports, an Ofsted action plan update, and a residential strategy update in November. Councillor Bell specifically welcomed the timely update on the residential strategy. The panel was asked to approve the work programme, subject to any agreed amendments.

Other Business

The Chair reminded members of an upcoming all-member fostering briefing on Tuesday, 8 September 2026.

The meeting concluded with thanks to officers and members for their contributions.