Why it matters: The council received 1,501 complaints during the year to March 2025, up from 1,228 the previous year, with children's services accounting for the majority and driving nearly all compensation payments.
The details: Of the total complaints, 877 were made against the Children and Young People's directorate, an increase from 626 the year before. Most related to special educational needs and disabilities (SEND) services, including delays in completing or reviewing education, health and care plans, disputes over school placements, and poor communication with parents and carers.
As many as 84% of children's services complaints were fully or partially upheld, resulting in £344,076 paid out in SEND-related compensation from a total payout of £351,626.
Despite the increase in complaints, the council also saw more compliments for children's services, with 222 received during the year – 53 more than the previous year.
Adult social care complaints decreased to 284, despite 14,426 people receiving long-term support from the service.
However, there was an increase in complaints about mental health, learning disabilities and autism services, which the report said was being investigated.
The big picture: The council serves around 25,000 children with SEND across Suffolk and has seen continued rising demand, delivering 10,625 education, health and care plans as of March – 2,289 more than the previous year.
The authority's audit committee will discuss the annual complaints report on Friday, providing independent oversight of the feedback received during the year.
What they're saying: A council spokesperson said, "It is extremely important that we keep a close eye on the number of compliments and complaints that we receive for all our services."
They added: "Whilst it is good news that complaints have fallen in adult social care, the increase in complaints within SEND services is a significant concern. It is well known that we are working hard to address three of the biggest contributors to complaints about SEND – the quality of education, health and care plans, timeliness and poor communication with parents or carers."
The spokesperson acknowledged: "Changes to the way we deliver SEND services with our partners in health and education settings remain our number one focus and we accept that, sadly, we don't always get it right."
What's next: The report identified the increase in complaints, particularly in children's services, as a "cause for concern" requiring more work despite improvements in handling and management in recent years.
The council said staff review each complaint to learn from issues and change delivery methods where needed.
The bottom line: Suffolk County Council faces mounting pressure over its SEND services as complaint numbers and compensation payments rise, with the authority acknowledging concerns while promising continued efforts to improve quality and communication.
