Richmond children's services complaints rose 70% despite top rating

Richmond children’s services complaints climbed by more than 70% in a single year, reaching 45 formal cases in 2026-26. The jump comes despite the borough earning an outstanding Ofsted rating in 2026, and an independent review panel has found some placement decisions made by staff were inappropriate and disproportionate.

The council’s Education and Children’s Services Committee received the figures in a report this September.

What the numbers show

The complaints data reveals a significant shift in how families and young people are engaging with Richmond's children's services.

Statutory complaints rose from 26 in 2026-25 to 45 in 2026-26, a 73% increase. These are formal complaints lodged under the Children Act 1989, meaning they involve serious concerns about how the council has handled cases involving vulnerable children and families. The review panel, which examines stage-two complaints independently, identified decisions by placement staff that were deemed both inappropriate and not proportionate to the circumstances. That finding suggests families had legitimate grounds for their concerns, not simply disagreements over professional judgement.

The numbers tell you that accountability mechanisms are being used more actively, though whether that reflects deteriorating service or simply more families knowing their rights remains an open question.

The Ofsted paradox

Richmond's children's services received an outstanding rating from Ofsted in 2026, the highest possible grade.

That assessment looked at leadership, practice, and outcomes for children across the borough. Ofsted inspectors examine case files, speak to families and social workers, and judge whether children are safe and receiving effective support. An outstanding rating indicates systemic strength, yet the sharp rise in complaints points to individual experiences that fell short. The disconnect is not necessarily contradictory: Ofsted evaluates overall performance and strategic direction, while complaints often centre on specific decisions affecting individual children. A service can have excellent policies and training while still making misjudgements in particular cases. The placement decisions flagged by the review panel are especially sensitive, as they determine whether a child remains at home, moves to foster care, or enters residential care.

The paradox reminds you that aggregate ratings and personal experience do not always align, and that complaint systems exist precisely to catch what inspections might miss.

How we got here

2026

Richmond children's services awarded outstanding rating by Ofsted

2026-25

26 statutory complaints recorded

2026-26

45 statutory complaints recorded, a 73% increase

September 2026

Report presented to council's Education and Children's Services Committee, with review panel identifying inappropriate placement decisions

Context and accountability

Complaints about children's services have been rising nationally, driven partly by increased awareness of rights and partly by pressure on overstretched teams.

Richmond’s increase is steeper than many comparable boroughs, though direct comparisons are difficult without knowing whether other councils have improved their complaint-handling accessibility or changed how they categorise cases. The statutory complaints process has three stages: local resolution, independent investigation, and finally a review panel. The fact that cases reached the panel stage and resulted in findings against the council indicates families pursued their concerns through the full process and were, in some instances, vindicated. That persistence takes time and emotional energy, particularly for families already navigating complex needs. The council has not yet published a detailed response to the panel’s findings or outlined what changes will follow.

Understanding the context helps you see this not as a single failure but as part of a national conversation about how we protect children while respecting families, and whether complaint systems are robust enough to drive genuine improvement.

What this means for you

If you or someone you know has concerns about how Richmond children’s services has handled a case, you have a clear right to complain. Start with the local resolution stage by contacting the council’s complaints team directly, setting out what happened and what you believe went wrong. If that does not resolve matters, you can request an independent investigation and, if necessary, escalation to a review panel. The council is required to respond within statutory timescales at each stage. For families currently involved with children’s services, ask for written records of all decisions, especially around placements, and do not hesitate to request a review if a decision feels disproportionate. The panel’s findings show that questioning professional judgement is not only your right but sometimes necessary to ensure your child’s best interests are genuinely served.

The rise in complaints signals that families are holding Richmond children’s services to account, and rightly so given the stakes involved. Whether the council responds with meaningful service improvements will determine whether this becomes a turning point or simply a troubling statistic.

For families who rely on these services, the stakes are considerable: placement decisions affect where vulnerable children live, the support they receive, and how quickly intervention happens when it’s needed most.

Frequently asked questions

What counts as a statutory complaint about children's services?

A statutory complaint is a formal complaint made under the Children Act 1989 about how a council has exercised its functions relating to children in need, looked-after children, or care leavers. It covers concerns about decisions, delays, the quality of service, or how staff have treated you or your child. It does not cover decisions that have their own appeal routes, such as special educational needs tribunal decisions.

How do I make a complaint about Richmond children's services?

Contact Richmond Council’s complaints team in writing, by email, or by phone, setting out what happened, when, and what outcome you are seeking. The council should acknowledge your complaint within three working days and aim to resolve it locally within ten to twenty working days. If you are not satisfied, you can request a stage-two independent investigation, and if still unresolved, a stage-three review by an independent panel.

What does it mean that some placement decisions were found to be inappropriate?

The review panel judged that certain decisions about where children should live or what type of care they should receive were not suitable for their circumstances and were not proportionate to the level of need or risk. This could mean a child was moved unnecessarily, placed in a setting that did not meet their needs, or that less intrusive options were not properly considered before a more serious intervention was taken.

Can a service be rated outstanding by Ofsted and still have serious complaints?

Yes. Ofsted inspections assess overall systems, leadership, and outcomes across a service, while complaints often relate to specific decisions or individual experiences. A service can have strong policies, good training, and effective leadership while still making errors in particular cases. Complaint findings help identify where practice falls short of policy, and a robust service uses that feedback to improve.

Where can I get independent advice if I am unhappy with children's services?

You can contact the Family Rights Group for free confidential advice if you are a family member involved with children’s services. Coram Children’s Legal Centre also provides free legal information and advice. If you have gone through all three stages of the council’s complaints process and remain dissatisfied, you can ask the Local Government and Social Care Ombudsman to investigate, though they will only do so once the council’s process is complete.

Useful resources

• Richmond Council children's services