Richmond children's services: complaints up 70%

Formal complaints about Richmond’s children’s services rose by more than 70% in the 2025-26 financial year, with 45 statutory complaints lodged compared to 26 in 2024-25. This increase occurred despite Richmond’s children’s services being rated ‘outstanding’ by Ofsted in 2025.

Placement Concerns Drive Rise

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Issues concerning children’s placements were the most frequent concern raised during the initial stage of the council’s complaints process. These complaints increased from three in 2024-25 to 11 in 2025-26. Of these 11 complaints, six were submitted directly by children who were in care. A placement refers to the accommodation arranged for a child in care, such as a foster home or residential children’s home.

In one instance, a young person went missing from a placement following concerns about staff actions. While the panel did not uphold concerns about the placement's suitability, it did partly uphold elements of the complaint against the provider, finding some decisions by placement staff to be ‘inappropriate and not proportionate’. Another case involved a care leaver who reported feeling ‘excluded and insufficiently supported’ during a transition period from a Staying Put arrangement, which allows young people to remain with former foster carers after turning 18. The council acknowledged the distress caused and offered an apology.

A further complaint from a care leaver described temporary accommodation as ‘unsafe and too distant’. Although this complaint was not upheld, the council apologised for failing to provide an updated Pathway Plan, which outlines support for young people leaving care.

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National Pressures and Self-Referrals

Achieving for Children, the organisation providing children’s services for Richmond Council, attributed the rise in complaints to a national shortage of suitable homes for children in care, particularly those with complex needs. This shortage is described as particularly acute across London, leading to some children being placed further from their local borough, families, and support networks. Achieving for Children acknowledged that this situation could cause ‘disruption and distress’.

The organisation also noted an increase in young people making complaints themselves. Complaints made directly by children and young people rose from four to 11. This trend aligns with research from the children’s charity Become, which highlighted pressures on the workforce supporting care leavers. Become found that personal advisers, who assist young people with housing, finances, and education, often have overloaded caseloads. The charity is advocating for a national strategy for the leaving-care workforce, proposing a maximum caseload of 20 young people per adviser.

Improvements in Response Times

Complaints regarding communication also increased, from two in the previous year to six in 2025-26. However, the report indicated improvements in the speed of complaint handling. In 2025-26, 67% of initial complaints received a response on time, an increase from 42% in the prior year. Of the 33 complaints considered at the local resolution stage, nine were fully upheld, 13 were partly upheld, and 11 were not upheld. Overall, two-thirds of complaints were at least partly upheld at this stage.

Achieving for Children stated it is working to strengthen communication, care planning, and record-keeping. The organisation is also developing its own local children’s home provision and collaborating with the London Regional Care Cooperative to recruit additional foster carers.