Barnet (Parliament Politics Magazine) – Complaints to Barnet Council’s mental health and financial support services have nearly doubled over the past year, sparking concern over service quality.
Every year, Barnet Council is needed to report any complaints it receives about its adult social care services.
The results revealed that between April 2024 and March 2025, there were 106 statutory complaints; of these, 92 had an outgrowth, 52 weren’t upheld, 22 were upheld, and 18 were incompletely upheld. They withdrew the remaining 14.
Additionally, the council received 115 compliments on its services, up from 16 in 2023–2024; hospitals and health received 19, up from 16; disabilities received 10, up from seven the year before; and occupational therapy, safeguarding, and access received 50.
Nonetheless, some service locations experienced twice as many complaints, even though the overall number of complaints climbed just slightly from 90 to 92.
Eight complaints were received by mental health services in 2023–2024, but that number skyrocketed to 16 in 2024–2025. Meanwhile, customer financial affairs had previously received nine cases, but this year there were 17.
Hospitals and health received 24 complaints in 2023–2024 compared to just 14 in 2024–2025, while the number of complaints for impairments decreased from 17 to eleven.
Another problem was waiting times, with upheld complaints in this area increasing from 44.4% in 2023–2024 to 61.5%.
Speaking at an adult and health overview and scrutiny sub-committee on Wednesday (5th November) Paul Kennedy, the council’s head of business performance, intelligence and systems, adults and health, said:
“Although the number has increased from eight to 16 [in mental health services] compared to the previous year, the number of upheld complaints only increased from one to three so it was a small amount.
Looking from year to year can sometimes show individuals with multiple complaints that can affect those [total] figures. This might be something we would want to keep an eye on over a longer period of time. “
Dawn Wakeling, executive director for communities, adults and health, said:
“We’ve not identified any theme or trend that relates to things around the service that have changed, it’s more to do with individual’s responses to the service, there isn’t a systemic issue we’ve identified.”
Paul clarified that the council had received complaints over the time it took to receive an evaluation or the determination of the degree of care that a person was determined to require.
He noted that the council took lessons from every complaint that was upheld, compiled them into a report, and discussed them in order to maybe enhance procedures or training.
Waiting times, according to Dawn, are not “the only thing” that is a “cause of complaint” or a “overarching” problem. In a “prioritization system,” she continued, persons were evaluated based on the “urgency of their needs.”
What actions has Barnet Council taken in response to the increase?
The council has enforced budget recovery plans and firmed up all unnecessary spending to manage an awaited £20 million overspend caused largely by rising demand for statutory services similar to social care and support for vulnerable populations.
They’re investing new entitlement backing from the 2025/26 original government finance agreement, which includes £600 million allocated nationally for social care and targeted backing for special educational requirements and disabilities (shoot) services to relieve some pressure.
The council is extending the Household Support Fund for another time to help the poorest residents with introductory costs, which includes fiscal support linked to internal health and weal requirements. Barnet is working with mates like Healthwatch Barnet to incorporate resident feedback and ameliorate information provision, availability, and responsiveness of internal health and social care services.