The People Overview & Scrutiny Sub Committee met on Thursday 19 March 2026 to discuss defibrillator availability in Havering, and to review annual complaints and compliments reports for Adult Social Care, Children's Social Care, and Education Services. The committee agreed on several action points to improve defibrillator accessibility and to address issues raised in the complaints reports.

Defibrillators in Havering - Healthwatch Havering

The Sub-Committee received a report from Healthwatch Havering detailing the availability and accessibility of defibrillators across the borough. It was noted that while the Circuit database lists approximately 220-230 defibrillators in Havering, many are located within schools and offices, making them inaccessible outside of working hours. Only 14% of these defibrillators are available 24/7, and 8% are listed but missing.

Members were informed that defibrillators are significantly more effective than CPR alone and ideally should be accessible within 500 metres of any location, deployable within 3-5 minutes. The report highlighted that all units are privately funded, not by the NHS or London Ambulance Service (LAS). The committee was pleased to learn that following the report's findings, new defibrillators had been installed at two churches.

Given Havering's population growth and increasing density, the need for wider public availability of defibrillators was emphasised. Challenges regarding school-based defibrillators, including safeguarding concerns and restricted access, were discussed. Officers confirmed that first-aid training in schools already incorporates defibrillator use. The committee considered the potential for including defibrillators in future housing developments, possibly through developer social value commitments, management charges, or estate infrastructure. Officers also stressed the importance of regular maintenance and battery checks, noting that modern defibrillators require no specialist training.

In response to questions, the Director of Children's Services stated she would ask Headteachers of schools with defibrillators to consider making at least one accessible to the public at all times. The Director of Adult Services committed to exploring the possibility of installing a defibrillator in each of the Council's sheltered housing complexes and consulting with the Director for Regeneration to request that developers of new housing include at least one publicly accessible defibrillator in all new developments.

The Sub-Committee formally supported the recommendation for a publicity campaign to promote defibrillator use and awareness, as outlined in the Healthwatch Havering report¹.

Annual Complaints and Compliments Reports

The Sub-Committee reviewed the annual complaints and compliments reports for Adult Social Care, Children's Social Care, and Education Services.

Adult Social Care Complaints Report

The committee received the Adult Social Care Complaints report, noting that the service operates a single-stage complaints process, allowing complainants to escalate directly to the Local Government and Social Care Ombudsman². Complaint numbers had fallen slightly from the previous year. Officers had increased their focus on analysing complaints by ethnicity to ensure equitable access to the process.

Members noted a significant reduction in Ombudsman referrals, with seven received compared to the previous year, and three cases resulting in findings of maladministration. Concerns were raised about a sharp rise in cases categorised simply as Adult Social Care, which officers attributed to miscoding within the case-tracker system, where it was being used as a 'catch-all'. Officers explained that financial assessments continued to be a common cause of complaint and noted that younger residents, aged 25-34, were becoming increasingly confident in submitting lengthy complaints, potentially generated with AI tools.

The Sub-Committee agreed on the following action points:

• Remove Adult Social Care as a catch-all category and reallocate cases accurately.
• Correct the categorisation of personal care, which should not be classed as a disability category.
• Add clear timescales to the 2025/26 action plan.
• Provide training for complaints officers to improve the handling of complex casework.

Children's Social Care Complaints Report

The committee then received the Children's Social Care Complaints report. It was reported that the year coincided with the aftermath of an Inadequate Ofsted rating³, significant restructuring, and the introduction of an improvement plan. Complaint numbers had risen, but officers emphasised that improved scrutiny and recording, rather than service deterioration, accounted for much of the increase. Many complaints related to staff attitude, which often arose from statutory requirements for unannounced visits. Officers also highlighted the increasing length and complexity of complaints, potentially generated with AI tools. Delays were being experienced at Stage 2 of the complaints process due to national shortages of independent investigators.

The committee noted that learning from complaints was being fed regularly into quality assurance and systemic practice training for staff, aiming to strengthen communication with families and prevent escalation.

The Sub-Committee agreed on the following action points:

• Update service categories within the case-tracker to reflect new structures and remove outdated headings.
• Ensure the 2025/26 report reflects new Family First Partnership arrangements.

Education Service Complaints Report

Finally, the Sub-Committee received the Education Service Complaints report. Members noted a small fall in overall complaints, with SEND (Special Educational Needs and Disabilities)⁴ complaints decreasing, while general education complaints slightly rose. Member enquiries increased due to improved recording processes. Response times had improved from 65% to 78%. Officers highlighted a new staff recognition scheme that acknowledged compliments and good practice.

Members noted that two Ombudsman cases were considered during the year; one resulted in maladministration with injustice, while the other required no further action. Members queried the exclusion of Ofsted-directed school complaints from the report. Officers explained that although Ofsted handled these cases, the council was always notified and used the intelligence to support school-improvement monitoring.

The Sub-Committee agreed on the following action points:

• Include a section in future reports explaining any liaison with Ofsted.
• Refine Education service categories within the case-tracker.