This is the corporate health data for quarter 3, 2025 to 2026.
Summary of people
Recruitment and retention
At the end of the quarter, the recruitment success rate (vacant positions that were filled in the period) was 78.8%, not including a small number of positions where the outcome is still to be confirmed. This is a decrease compared to 71.1% during quarter 2.
At the end of December, 89.2% of staff who were in council employment 12 months ago remained in employment. This is comparable to 89.4% at the end of quarter 2.
3 in 4 staff (75%) have been with the council for 2 years or more as of the end of December. This is comparable to 75.2% at the end of quarter 2.
Staff voluntary turnover
The result reported at each quarter end is the average turnover over the previous 12 months. For example, the result at the end of quarter 3 2025 to 2026 is the average turnover between January to December 2025.
| Department | Quarter 2 | Quarter 3 | 2024 to 2025 average |
|---|---|---|---|
| People | 11% | 10.2% | 9.5% |
| Communities | 6.2% | 7.7% | 4.8% |
| Place | 10.1% | 10.8% | 12% |
| Resources | 4.7% | 6.5% | 5.8% |
| Total (non schools) | 9.6% | 9.6% | 8.9% |
| Comparator data | Percentage |
|---|---|
| Total voluntary turnover for Bracknell Forest Council, 2024 to 2025 | 8.9% |
| Unitary authorities (using median figures for headcount and leavers) 2024 to 2025 | 11.2% |
Source: Infinistats 2025 (for available authorities only).
Staff sickness: days per employee
| Department | Quarter 2 2025 to 2026 | Quarter 3 2025 to 2026 | Last year quarterly average | 2025 to 2026 Estimated annual average | 2024 to 2025 Annual average |
|---|---|---|---|---|---|
| People | 2.3 | 2.4 | 2.2 | 9.3 | 8.7 |
| Communities | 1.8 | 1.6 | 1.7 | 6.3 | 6.3 |
| Place | 1.1 | 1.7 | 1.4 | 5.9 | 5.3 |
| Resources | 1.9 | 2.5 | 2.2 | 9.1 | 8.6 |
| Total (non schools) | 2 | 2.2 | 2 | 8.2 | 7.8 |
| Comparator data | All employees, average days sickness absence per employee |
|---|---|
| Bracknell Forest Council (excluding schools) 2024 to 25 | 7.8 |
| Public Sector employers 2024 | 13.3 |
The latest benchmark result for public sector employers 2024 is from small sample size of participating local authorities. Therefore, caution should be shown when comparing figures.
Source: CIPD/Simplyhealth Survey 2025
People
Increased slightly at 2.39 days lost per employee compared to 2.28 in quarter 2.
Early Help and Communities saw the biggest increase in absence this quarter with a 69.7% increase in days lost. While Education and Learning saw the biggest decrease with a 35.5% reduction in days lost.
Stress is the reported reason for the majority of days lost in the period, accounting for 26.4% of days lost. This is, however, a decrease on last quarter where 37.5 of absence was due to stress.
In terms of reported instances of sickness during the period, cough/cold/flu accounted for 38% and stress accounted for 10.5% (a reduction from 15% last quarter). HR continue to support managers with absence due to stress along with other reasons.
Communities
Reduced by 6.6% to 1.65 days lost per employee compared to last quarter (1.77 days).
The number of days lost reduced by just under 7% this quarter. Contract Service and Legal saw the biggest increase in absence whereas Digital, Customer Focus and ICT saw the biggest decrease.
Other medical was the reason for most days lost this quarter accounting for 21% of the total absence. Stress equated to 16.4% of the absence this quarter compared to 29% last quarter. Cough/cold/flu was the reason for the most instances of absence (29.3%).
Place
Increased by 56.6% to 1.69 days lost per employee compared to 1.13 days in quarter 2.
The areas that saw the biggest increase in absence were Highways and Transport (194% increase) and Planning (38.3% increase). Most days lost in the period were recorded against other medical, which accounted for 19.4% of the absence.
Cold/cough/flu accounted for the most periods of absence at 42.7%.
Resources
Increased by 58.1% to 2.53 days lost per employee against 1.85 days in quarter 2.
The areas that saw the biggest increases in absence were Audit and Risk Management and Corporate Improvement and Innovation. Corporate Improvement and Innovation was mainly due to long-term sickness.
People
Decreased slightly from 52% in quarter 2 to 50.5% in quarter 3.
There were 27 members of staff off long term during the quarter compared to 29 last quarter. However, 14 of these remained absent at the end of quarter.
Communities
Reduced from 60.1% in quarter 2 to 53.4% in quarter 3.
Long-term sickness reduced this quarter. There was also a decrease in the number of staff off long-term, less than 5 in quarter 3 compared to 7 in quarter 2.
Place
Decreased from 51.5% in quarter 2 to 43.8% in quarter 3.
The number of separate cases of long-term sick however increased but remained less than 5 in quarter 3, with less than 5 members of staff remaining absent at the end of the quarter. This shows that the long-term sicknesses in quarter 3 were of a shorter length compared to quarter 2.
Resources
Decreased from 69.9% in quarter 2 to 63.5% in quarter 3.
There were 5 members of staff absent due to long term sickness during quarter 3. Less than 5 remained off at the end of the quarter.
People
Increased from 29% in quarter 2 to 35.3% in quarter 3.
Communities
Decreased slightly from 26.5% in quarter 2 to 25.1% in quarter 3.
Contract Services and Communities and Policy had the highest proportion of staff absent in the quarter with both teams reporting absence above 28%.
Place
Increased from 20.1% in quarter 2 to 28.4% in quarter 3.
Resources
Increased from 23.6% in quarter 2 to 29.5% in quarter 3.
People
Higher compared to the same time last year. Total absence during quarter 3 was 2.39 days compared to 2.26 days in quarter 3 2024 to 2025.
Communities
Similar compared to the same time last year. Total absence in quarter 3 was 1.65 days compared to 1.67 days in quarter 3 2024 to 2025.
Place
Slightly lower compared to the same time last year. Total absence during quarter 3 was 1.69 days compared to 1.75 days in quarter 3 2024 to 2025.
Resources
Higher compared to the same time last year. Total absence in quarter 3 was 2.53 days compared to 2.05 days in quarter 3 2024 to 2025.
People
Lower compared to the same time last year.
Excluding long-term sickness, employees took an average of 1.18 days during quarter 3 compared to 1.27 days in quarter 3 2024 to 2025.
Communities
Lower compared to the same time last year.
Excluding long-term sickness, employees took an average of 0.76 days in quarter 3 compared to 1.17 days in quarter 3 2024 to 2025.
Place
Lower compared to same time last year.
Excluding long-term sickness, employees took an average of 0.95 days during quarter 3 compared to 1.13 days in quarter 3 2024 to 2025.
Resources
Slightly lower compared to same time last year.
Excluding long-term sickness, employees took an average of 0.92 days during quarter 3 compared to 0.94 days in quarter 3 2024 to 2025.
Summary of complaints
During 2024 to 2025, the corporate complaints process was revised to a 2-stage process, reduced from 3 stages.
The children’s statutory complaints process still includes a third stage.
Adults' statutory complaints is a single stage process.
In line with good practice, the quarterly average from the last 12 months is included in the charts for comparison (January to December 2025).
Adult Services
The number of stage 1 cases received by Adult Services in quarter 3 is half the 12 month rolling quarterly average (3 compared to 6). LGSO cases received in the quarter is in line with the average (2).
| Type of complaint | Quarter 2 | Quarter 3 | Quarterly average last 12 months |
|---|---|---|---|
| Statutory | 4 | 3 | 6 |
| Local Government Ombudsman and Social Care Ombudsman | 3 | 2 | 2 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 1 |
| Partially upheld | 9 |
| Not upheld | 8 |
| No finding | 1 |
Children's Services
During quarter 3 the total number of statutory stage 1 and stage 1 cases received by Children’s Services was higher than the 12 month rolling quarterly average (22 compared to 18). Volumes across statutory stage 2 and stage 2 were slightly lower than the average (3 compared to 5).
| Type of complaint | Quarter 2 | Quarter 3 | Quarterly average last 12 months |
|---|---|---|---|
| Statutory stage 1 | 6 | 5 | 6 |
| Statutory stage 2 | 2 | 2 | 2 |
| Statutory stage 3 | 0 | 1 | 0 |
| Stage 1 | 15 | 17 | 12 |
| Stage 2 | 5 | 1 | 3 |
| Local Government Ombudsman and Social Care Ombudsman | 1 | 2 | 1 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 10 |
| Partially upheld | 22 |
| Not upheld | 25 |
| No finding | 1 |
Early Help and Communities
During quarter 3 the number of stage 1 cases received by Early Help and Communities is significantly lower than the previous quarter (13) and lower than the 12 month rolling quarterly average (6 compared to 9). Stage 2 and LGSCO escalations are in line with previous periods.
| Type of complaint | Quarter 2 | Quarter 3 | Quarterly average last 12 months |
|---|---|---|---|
| Stage 1 | 13 | 6 | 9 |
| Stage 2 | 1 | 2 | 3 |
| Local Government Ombudsman and Social Care Ombudsman | 0 | 1 | 1 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 3 |
| Partially upheld | 2 |
| Not upheld | 27 |
Education and learning
During quarter 3, the number of stage 1 cases received by Education and Learning is the same as quarter 2 and lower than the 12 month rolling average (11 compared to 15). Volumes across stage 2 and LGSCO remain comparable.
| Type of complaint | Quarter 1 | Quarter 2 | Quarterly average last 12 months |
|---|---|---|---|
| Stage 1 | 11 | 11 | 15 |
| Stage 2 | 5 | 8 | 6 |
| Local Government Ombudsman and Social Care Ombudsman | 3 | 2 | 3 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 19 |
| Partially upheld | 24 |
| Not upheld | 25 |
| No finding | 2 |
Communities
Communities received 5 stage 1 cases during quarter 3, less than half of those received in the previous period and lower than the rolling 12 month average (5 compared to 7). Cases escalated to stage 2 and LGSCO were both in line with averages (2).
| Type of complaint | Quarter 2 | Quarter 3 | Quarterly average last 12 months |
|---|---|---|---|
| Stage 1 | 11 | 5 | 7 |
| Stage 2 | 3 | 2 | 2 |
| Local Government Ombudsman and Social Care Ombudsman | 3 | 2 | 2 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 4 |
| Partially upheld | 12 |
| Not upheld | 11 |
Resources
During quarter 3, Resources received 9 stage 1 cases, broadly in line with the 12 month rolling average of 8.
Two cases were escalated to stage 2. No cases have been received by the LGSCO so far this year.
| Type of complaint | Quarter 2 | Quarter 3 | Quarterly average last 12 months |
|---|---|---|---|
| Stage 1 | 7 | 9 | 8 |
| Stage 2 | 0 | 2 | 1 |
| Local Government Ombudsman and Social Care Ombudsman | 0 | 0 | 0 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 2 |
| Partially upheld | 5 |
| Not upheld | 18 |
Place
During quarter 3, the number of stage 1 cases received by Place is higher than the rolling 12 month average (13 compared to 10), but similar to quarter 2 (12). Cases escalated to stage 2 and LGSCO are comparable.
| Type of complaint | Quarter 2 | Quarter 3 | Quarterly average last 12 months |
|---|---|---|---|
| Stage 1 | 12 | 13 | 10 |
| Stage 2 | 3 | 3 | 4 |
| Local Government Ombudsman and Social Care Ombudsman | 2 | 1 | 1 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 5 |
| Partially upheld | 8 |
| Not upheld | 23 |
Learning from complaints
The process to report on volumes, learning points and remedies for complaints across the council is being developed following the launch of the new complaints management system in March 2025.
Improvements in reporting will be reviewed and developed over a period of time, making sure we move towards a fully integrated system in a sustainable way that aligns with the project framework of continuous improvement.
Complaint outcomes: council wide, all stages
At the end of quarter 3 2025 to 2026, 267 complaints had concluded across all complaint stages and all council services.
Of these complaints:
- 51% were not upheld (137 complaints)
- 31% were partially upheld (82 complaints)
- 16% were upheld (44 complaints)
- 2% closed as ‘No finding’ (4 complaints)
This compares with 52% not upheld, 31% partially upheld and 15% upheld and 1% with no findings across all complaint stages and all council services over the previous 12 months (January to December 2025)
Quarter 3 results for 2025 to 2026.
Complaint outcomes: by area, all stages
Quarter 3 result for 2025 to 2026.
The year to date outcomes for all complaints across each service were as follows:
Education and learning:
- 24 partially upheld complaints (34%)
- 19 upheld complaints (27%)
- 25 complaints not upheld (36%)
- 2 complaints where no finding was made
Adults’ social care:
- 9 (47%) partially upheld complaints
- 1 upheld complaint (5%)
- 8 complaints not upheld (42%)
- 1 complaint where no finding was made
Communities:
- 12 partially upheld complaints (44%)
- 4 upheld complaint (15%)
- 11 complaints not upheld (41%)
Children’s social care:
- 22 partially upheld complaints (38%)
- 10 upheld complaints (17%)
- 25 complaints not upheld (43%)
Place
- 8 partially upheld complaints (22%)
- 5 upheld complaint (14%)
- 23 complaints not upheld (64%)
Resources:
- 5 partially upheld complaints (20%)
- 2 upheld complaints (8%)
- 18 complaints not upheld (72%)
Early help and communities
- 2 partially upheld complaints (6%)
- 3 upheld complaints (8%)
- 27 complaints not upheld (84%)
In quarter 3, the upheld and partially upheld complaints were mostly related to overall quality of service (41% of upheld and partially upheld cases) and communication (26% of upheld and partially upheld cases).
The detailed learning of each complaint is very varied and the broad categories do not, in themselves, highlight broad issues. Services have looked at the detailed learning from each complaint to take relevant actions.
Examples of learning and improvement actions as a result of upheld or partially upheld complaints in this quarter included in the table below.
There were no upheld or partially upheld complaints about early help and communities in quarter 3 so the service does not appear in the table.
| Area | Complaint | Outcome | Learning | Actions |
|---|---|---|---|---|
| Education and learning | Parental complaint that section F of an education, health and care plan was not fully and properly funded by the school. | Partially upheld | School had not communicated the need for additional funding to the local authority for the cost of the provision. | Spoken to the school and identified there was a breakdown in communication and understanding that caused this. Schools have been reminded to contact the service and escalate as required to senior managers when additional funding is needed. |
| Children's social care | Social worker taking a call from another parent during a visit. | Partially upheld | Reflective discussion with the practitioner, advising against this and to focus on the family being visited. Not taking non urgent calls during visits. Having phone on silent mode. | Managers will remind practitioners of best practice expectations regarding phone calls during home visits and discussions with families. |
| Communities | Unprofessional behaviour and lack of process knowledge during a phone call. Unable to speak to manager. | Partially upheld | Staff member was not aware of some parts of the process. Escalation took too long, causing frustration. | Process training provided to individual and induction material updated. Review of escalation process to ensure customers can speak to a senior officer more easily. |
| Place | Lack of communication and actions following reports of a pothole. | Partially upheld | Procedure to provide a customer update when an investigation identifies that no action is required was not followed. | Requirement to update customers when no action is identified has been reinforced with the relevant team. |
| Adult social care | Complaint regarding the refusal of treatment by New Hope (Bracknell Forest Drug & Alcohol Service) | Partially upheld | Eligibility for opioid substitution treatment should be based on clinical need and evidence of dependence, not the source of the substance (private clinic in this case). The correct approach is to complete the assessment, make an appointment to see the doctor at the next available clinic and get the doctor’s judgement about next steps including the possibility of a safe transfer of care. Eligibility should not be refused based solely on the source of supply. | Policy updated to reflect the UK’s national clinical guidelines and sent to all staff. Staff training reflects national standards and is monitored to ensure ongoing competence and compliance. |
| Resources | Customer was unable to submit a data request using their preferred method. | Partially upheld | Need to raise staff awareness that verbal data requests are acceptable under legislation. | Reminded wider team that subject access requests can be accepted in any form. |
Strategic risks and audits
The Strategic Risk Register was reviewed by Strategic Risk Management Group (SRMG) and Corporate Management Team on 25 November 2025 and 7 January 2026 respectively.
It was agreed to add an additional risk on special education needs and disabilities (SEND) provision.
Progress against the internal audit plan was also reported to the Governance and Audit Committee. Details on all audit recommendations are included in the Internal Audit Update to the Governance and Audit Committee on 21 January 2026.