This is the corporate health data for quarter 3, 2024 to 2025.
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 77.9%. This is a 1.9% reduction compared to 79.8% during quarter 2.
At the end of December, 89.3% of staff who were in council employment 12 months ago remained in employment. This is a slight increase from 87.3% at the end of quarter 2.
Almost 3 in 4 staff (74.3%) have been with the council for 2 years or more as at the end of December. This is a slight reduction compared to 76% at the end of quarter 2.
Staff voluntary turnover
| Department | Quarter 1 result | Quarter 2 result | Quarter 3 result | 2023/24 average |
|---|---|---|---|---|
| People | 11.7% | 10.5% | 10.8% | 10.8% |
| Communities | 12.4% | 9.2% | 4.2% | 12.6% |
| Place | 14.4% | 13.6% | 10.8% | 10.4% |
| Resources | 10.2% | 10.5% | 8.2% | 7.4% |
| Total voluntary turnover (non-schools) | 11.9% | 10.8% | 9.6% | 10.6% |
| Comparator data | Percentage |
|---|---|
| Total voluntary turnover for Bracknell Forest Council, 2023/24 | 10.6% |
| Average voluntary turnover rate UK public sector, 2022/23 | 14.6% |
| Average Local Government England voluntary turnover, 2021/22 | 14% |
(Source: XpertHR Labour Turnover Rates 2023 and LGA Workforce Survey 2023)
Staff sickness: days per employee
| Department | At Q1 2024/25 | At Q2 2024/25 | At Q3 2024/25 | 2023/24 Quarterly average | 2024/25 Estimated annual average | 2023/24 Annual average |
|---|---|---|---|---|---|---|
| People | 2 | 2.3 | 2.3 | 2.3 | 8.6 | 9.2 |
| Communities | 1.3 | 1.5 | 1.7 | 1.8 | 5.7 | 7.1 |
| Place | 1.1 | 1.3 | 1.8 | 1.4 | 4.8 | 5.4 |
| Resources | 2.4 | 1.9 | 2.1 | 1.3 | 8.5 | 5.4 |
| Total (non-schools) | 1.8 | 2 | 2.1 | 2 | 7.8 | 8 |
| Comparator data | All employees, average days sickness absence per employee |
|---|---|
| Bracknell Forest Council (excluding schools) 2023/24 | 8 |
| Public Sector employers 2023/24 | 10.6 |
(Source: CIPD/Simplyhealth Survey 2023)
People
Reduced slightly by 1.4% to 2.3 days lost per employee compared to 2.3 days last quarter
Education and Learning and Children’s Social Care have seen reductions in the days lost this quarter. However, Commissioning has seen the number of days lost increase by more than double this quarter. The team has 2 long-term sickness cases this quarter which will account for some of the rise.
Stress is the reason for the most days lost in the period, accounting for just over one in four (27%) absences this quarter. This is a reduction from one in three (36%) during quarter 2 . The next most common reason for absence during quarter 3 was cold, cough or flu which accounted for nearly one in four instances (19%).
Communities
Increased by 3.1% to 1.7 days lost per employee compared to 1.5 days last quarter.
The number of days lost this quarter is similar to last quarter. No areas have had a significant change in the number of days lost.
Cold, coughs or flu was the reason for the most days lost this quarter with 30% of days lost. Stress, depression or anxiety was 14% this quarter.
Place
increased by 32% to 1.8 days lost per employee compared to 1.3 days last quarter
Planning and Highways and Transport teams saw the biggest rise in days lost this quarter. Planning had an extra long-term sickness case this quarter, but for Highways and Transport the increase related to short term absences.
Cold, coughs or flu was the reason for the most days lost, accounting for just over one in four (26%) of the absence, whilst stress accounted for one in five (20%) of the days lost in the period.
Resources
Increased by 7.6% to 2.1 days lost per employee compared to 1.9 days last quarter
There was a significant increase in sickness absence for HR, OD and Payroll this quarter. Part of this was due to a long-term sickness absence. Both Audit and Risk Management and Finance and Business Services have seen a drop in absence rates.
Stress, depression or anxiety along with work-related pressure are responsible for 38% of the days lost this quarter.
From October, HR has been providing regular trend analysis on stress absences for all directorates to help prioritise action.
People
Reduced by 13% to 43% compared to last quarter (56%).
There were 28 members of staff off long-term during the quarter, however less than half of these (11) were absent at the end of December.
Communities
Reduced by 15% to 30% compared to last quarter (45%).
This quarter there were less than 5 members of staff off on long term sick. This is slightly fewer compared to last quarter.
Place
Increased by 1% to 35% compared to last quarter (34%)
Long-term sickness represents a similar percentage of overall sickness this quarter, but there were 5 members of staff of long term in quarter 3 which was a small increase compared to quarter 2.
Resources
Reduced by 6% to 59% compared to last quarter (65%).
There were less than 5 members of staff off-long term during the quarter, most had returned to work by the end of the quarter.
An increase is in line with seasonal trends and is expected during the winter months.
People
Increased by 10% to 39% compared to last quarter (29%).
While days lost to sickness has reduced slightly, the number of staff recording sickness has increased to over one in three (39%).
Communities
Increased by 2% to 34% compared to last quarter (32%).
Place
Increased by 4% to 32% compared to last quarter (28%).
Resources
Increased by 4% to 29% compared to last quarter (25%).
People
Lower compared to the same time last year.
Total absence per employee in quarter 3 was 2.36 days vs. 2.83 days in quarter 3 2023 to 2024.
Communities
Slightly higher compared to same time last year.
Total absence per employee in quarter 3 was 1.67 days compared to 1.8 days in quarter 3 2023 to 2024.
Place
Lower compared to the same time last year.
Total absence per employee in quarter 3 was 1.75 days compared to 2.07 days in quarter 3 2023 to 2024.
Resources
Higher compared to the same time last year.
Total absence per employee in quarter 3 was 2.05 days compared to 1.38 days in quarter 3 2023 to 2024.
People
Similar compared to the same time last year.
Excluding long-term sickness employees took an average of 1.27 days compared to 1.29 days quarter 3 2023 to 2024.
Communities
Slightly higher compared to the same time last year.
Excluding long-term sickness employees took an average of 1.17 days compared to 1.05 days in quarter 3 2023 to 2024.
Place
Higher compared to the same time last year.
Excluding long-term sickness employees took an average of 1.13 days compared to 0.94 days in quarter 3 2023 to 2024.
Resources
Higher compared to the same time last year.
Excluding long-term sickness employees took an average of 0.94 days compared to 0.79 days in quarter 3 2023 to 2024.
Summary of complaints
Adult Services
Statutory cases received in quarter 3 is a slight increase on previous quarters and higher than the 2023 to 2024 quarterly average (11). In quarter 3, 3 complaints were raised by the same person about closely related issues.
| Type of complaint | Quarter 1 | Quarter 2 | Quarter 3 |
|---|---|---|---|
| Statutory | 12 | 12 | 14 |
| Local Government Ombudsman and Social Care Ombudsman | 0 | 1 | 0 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 4 |
| Partially upheld | 12 |
| Not upheld | 17 |
Children's Services
Year to date, the total number of statutory stage 1 and stage 1 cases received by Childrens' Services is less than at the same time last year (48 compared to 63).
| Type of complaint | Quarter 1 | Quarter 2 | Quarter 3 |
|---|---|---|---|
| Statutory stage 1 | 9 | 8 | 11 |
| Statutory stage 2 | 0 | 2 | 0 |
| Statutory stage 3 | 1 | 0 | 1 |
| Stage 1 | 6 | 11 | 3 |
| Stage 2 | 3 | 2 | 0 |
| Stage 3 | 2 | 2 | 0 |
| Local Government Ombudsman and Social Care Ombudsman | 1 | 2 | 1 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 4 |
| Partially upheld | 29 |
| Not upheld | 24 |
Housing
The number of stage 1 cases received in quarter 3 is in line with quarter 2 and the 2023 to 2024 quarterly average (9).
Stage 2 cases in quarter 3 are in line with last year's quarterly average (3).
| Type of complaint | Quarter 1 | Quarter 2 | Quarter 3 |
|---|---|---|---|
| Stage 1 | 6 | 9 | 8 |
| Stage 2 | 0 | 2 | 3 |
| Stage 3 | 2 | 1 | 0 |
| Local Government Ombudsman and Social Care Ombudsman | 0 | 1 | 0 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 2 |
| Partially upheld | 9 |
| Not upheld | 20 |
Education and learning
Year to date, stage 1 cases for Education and Learning is less than at the same time last year (83 compared to 92).
| Type of complaint | Quarter 1 | Quarter 2 | Quarter 3 |
|---|---|---|---|
| Stage 1 | 28 | 36 | 19 |
| Stage 2 | 8 | 6 | 10 |
| Stage 3 | 4 | 4 | 0 |
| Local Government Ombudsman and Social Care Ombudsman | 1 | 4 | 0 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 26 |
| Partially upheld | 53 |
| Not upheld | 35 |
Communities
The number of stage 1 cases received year to date is higher than at the same time last year (14 compared 10).
In quarter 3 there were 9 stage 1 cases (compared to 2023 to 2024 quarterly average of 3) which are spread across a range of services.
| Type of complaint | Quarter 1 | Quarter 2 | Quarter 3 |
|---|---|---|---|
| Stage 1 | 1 | 4 | 9 |
| Stage 2 | 0 | 2 | 0 |
| Stage 3 | 0 | 0 | 0 |
| Local Government Ombudsman and Social Care Ombudsman | 0 | 0 | 2 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 3 |
| Partially upheld | 1 |
| Not upheld | 12 |
Resources
The number of stage 1 cases received year to date is lower than the same time last year (23 compared to 32), despite an increase in cases in quarter 3. The increase over the year is due to continued recovery action to collect unpaid Council Tax.
| Type of complaint | Quarter 1 | Quarter 2 | Quarter 3 |
|---|---|---|---|
| Stage 1 | 5 | 7 | 11 |
| Stage 2 | 1 | 3 | 1 |
| Stage 3 | 0 | 0 | 0 |
| Local Government Ombudsman and Social Care Ombudsman | 0 | 0 | 0 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 2 |
| Partially upheld | 2 |
| Not upheld | 24 |
Place
The number of stage 1 cases received year to date is comparable to the same time last year (21 compared to 20). However, stage 2 cases received to date are lower (5 compared to 8).
| Type of complaint | Quarter 1 | Quarter 2 | Quarter 3 |
|---|---|---|---|
| Stage 1 | 6 | 8 | 7 |
| Stage 2 | 3 | 2 | 0 |
| Stage 3 | 0 | 1 | 0 |
| Local Government Ombudsman and Social Care Ombudsman | 1 | 2 | 2 |
| Outcome of complaint | At quarter 3 |
|---|---|
| Upheld | 5 |
| Partially upheld | 7 |
| Not upheld | 15 |
Learning from complaints
The process to report on volumes and themes of learning points across the council is being developed as part of the complaints management system, which is expected to go live in quarter 4 of 2024 to 2025. New reporting can then start from quarter 1 of 2025.
Complaint outcomes: council wide, all stages
Year to date position at end of quarter 3 2024 to 2025
Year to date across all council services, 48% of complaints were not upheld (147 complaints), 37% were partially upheld (113 complaints) and 15% were upheld (46 complaints).
There were 36 upheld or partially upheld complaints this quarter.
Complaint outcomes: by area, all stages
Year to date position at end of quarter 3 2024 to 2025.
The largest volumes of upheld or partially upheld complaints year to date are in:
- Education and learning: 53 partially upheld complaints, 26 upheld complaints
- Children’s social care: 29 partially upheld complaints, 4 upheld complaints
- Adults’ social care: 12 partially upheld complaints, 4 upheld complaints
In these areas, the most common themes of upheld or partially upheld complaints were communications (31% of upheld or partially upheld complaints), decisions and outcomes (29% of upheld or partially upheld complaints) and timeliness (25% of upheld or partially upheld complaints, all in education and learning).
Examples of learning and improvement actions as a result of a complaint include:
| Area | Complaint | Outcome | Learning or action |
|---|---|---|---|
| Education and learning | Clarification regarding naming a school within an education, health and care plan (EHCP). | Upheld | Make sure parents and carers are aware that the local authority can name a type of provision if schools are being consulted, for example “specialist” or “mainstream”. |
| Children’s social care | Concerns regarding unannounced visit, communication and the quality of the assessment | Partially upheld | Unannounced visitors are essential to safeguarding. Strengthen practice direction on visits and information for families regarding unannounced visits. Learning-focused session on quality of assessments and a reminder to make sure we check assessments before sending. Discussed all the learning in team meetings and learning events to ensure better practice. |
| Adults’ social care | Lack of communication with relative following hospital discharge to a care home | Partially upheld | Improve our communications and use plain English when explaining our processes. We are complementing letters that are shared about home first approach by developing new leaflet. |
| Parks and countryside | Ownership of land not correctly established, relating to tree management | Upheld | Refresher training provided to review how to obtain accurate location information. |
In the People directorate, quarterly complaint reporting has been enhanced with a focus on learning and actions taken. Annual learning events take place for adult and children’s social care and education and learning have established regular learning events for the senior leadership team.
Strategic risks and audits
During 2024 to 2025 to date, the Strategic Risk Register has been reviewed by the:
- Strategic Risk Management Group (SRMG) in May, August and November 2024
- Corporate Management Team in September 2024
It was then presented to the Governance and Audit Committee for feedback.
Details of the outcome of internal audit reviews can be found in the Internal Audit Update to the Governance and Audit Committee on 22 January 2025 (PDF, 224KB).