Council plan overview report - Corporate health

Published: 2 July 2025

This is the corporate health data for quarter 4, 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 78.5%. This is a 0.6% increase compared to 77.9% during quarter 3.

At the end of March, 89.9% of staff who were in council employment 12 months ago remained in employment. This is a slight increase from 89.3% at the end of quarter 3.

Almost 3 in 4 staff (74.3%) have been with the council for 2 years or more as at the end of March. This is the same as at the end of quarter 3.

Staff voluntary turnover

Staff turnover by directorate - 2024/25 results versus last year
Department At quarter 1 At quarter 2 At quarter 3 At quarter 4 2023/24 average
People 11.7% 10.5% 10.8% 9.5% 10.8%
Communities 12.4% 9.2% 4.2% 4.8% 12.6%
Place 14.4% 13.6% 10.8% 12% 10.4%
Resources 10.2% 10.5% 8.2% 5.8% 7.4%
Total voluntary turnover (non-schools) 11.9% 10.8% 9.6% 8.9% 10.6%

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 1 2024 to 2025 is the average turnover between July 2023 and June 2024.

Staff turnover comparator data
Comparator data Percentage
Total voluntary turnover for Bracknell Forest Council, 2024/25 8.9%
Unitary authorities (using median figures for headcount and leavers) 2023/24 12.6%

Source: Infinistats 2024 (for available authorities only).

Staff sickness: days per employee

Average days of staff sickness by directorate
Department Q1 2024/25 Q2 2024/25 Q3 2024/25 Q4 2024/25 2023/24 Quarterly average 2024/25 Annual average 2023/24 Annual average
People 2 2.3 2.3 2.3 2.3 8.7 9.2
Communities 1.3 1.5 1.7 2.1 1.8 6.3 7.1
Place 1.1 1.3 1.8 1.3 1.4 5.3 5.4
Resources 2.4 1.9 2.1 2.5 1.3 8.6 5.4
Total (non-schools) 1.8 2 2.1 2.1 2 7.8 8
Comparator data for average days sickness
Comparator data All employees, average days sickness absence per employee
Bracknell Forest Council (excluding schools) 2024/25 7.8
Unitary authorities 2023/24 (median figure) 9.5

Source: Infinistats 2024 (for available authorities only).

People

Increased by 5% to 2.32 days lost per employee compared to last quarter (2.26 days).

Adult Social Care and Commissioning both saw an increase in absence this quarter. Early Help and Communities however saw a significant drop in absence rates by 41% this quarter due to the number of long-term sick cases reducing and remaining at less than 5.

Stress is the reason for the most days lost in the period, accounting for just under one in four (22%) absences this quarter. This is a reduction from 27% during quarter 3.

The next most common reason for absence during quarter 4 was cold/cough/flu which accounted for nearly one in four instances (21%).

Communities

Increased by 25.8% to 2.1 days lost per employee compared to last quarter (1.67 days).

The number of days lost has increased by over 25% this quarter. Communities and Policy and Digital, Customer Focus and ICT were the teams that have seen the biggest rise in the period. 

Cold/cough/flu was the reason for the most absence this quarter accounting for 18% of the days lost. Stress was cited as the reason for 6% of the days lost this quarter which is lower than last quarter (17%).

Place

Decreased by 24% to 1.3 days lost per employee compared to last quarter (1.75 days).

There was a significant reduction in absence for the Planning Section this quarter. This is due to staff recording long-term sick last quarter returning to work.

Cold/cough/flu was the reason for the most days lost in the period accounting for 30% of the absence, whilst stress/anxiety/depression accounted for just over 11% of the absence.

Resources

Increased by 27% to 2.5 days lost per employee compared to last quarter (2.05 days).

There was a significant increase in sickness absence for Finance and Business Services. This is due to a small number of additional long-term sick cases this quarter.

Stress awareness

The HR team supported Stress Awareness Month 2025 in April, signposting staff and managers to the wide range of resources and services that are available year round.

People

Increased by 5% to 48% compared to last quarter (43%).

There were 30 members of staff off long-term during the quarter compared to 28 last quarter. However less than half of these (13) were still absent at the end of March.

Communities

Increased by 11.5% to 41.5% compared to last quarter (30%).

This quarter there were 5 members of staff off long-term compared to less than five at the end of quarter 3.

Place

Reduced by 2.5% to 32.5% compared to last quarter (35%).

Long-term sickness equates to a similar proportion of the absence this quarter, but the number of cases has reduced slightly and remains less than 5.

Resources

Increased by 22% to 81% compared to last quarter (59%).

There were 5 members of staff on long-term sick during the quarter. Less than five remained off sick at the end of the quarter.

People

Reduced by 6% to 33% compared to last quarter (39%).

Communities

Increased slightly, by 1% to 35%, compared to last quarter (34%).

Place

Decreased by 6% to 36% compared to last quarter (32%).

Resources

Decreased by 7% to 22% compared to last quarter (29%).

People

Lower compared to the same time last year. 

Total absence in quarter 4 was 2.32 days compared to 2.46 days in quarter 4 2023 to 2024.

Communities

Higher compared to same time last year.

Total absence per employee in quarter 4 was 2.1 days compared to 1.7 days in quarter 4 2023 to 2024.

Place

Lower compared to the same time last year. 

Total absence per employee in quarter 4 was 1.3 days compared to 1.65 days in quarter 4 2023 to 2024.

Resources

Higher compared to the same time last year. 

Total absence per employee in quarter 4 was 2.5 days compared to 1.34 days in quarter 4 2023 to 2024.

People

Slightly higher compared to the same time last year.

Excluding long-term sickness employees took an average of 1.2 days compared to 1.01 days quarter 4 2023 to 2024.

Communities

Higher compared to the same time last year.

Excluding long-term sickness employees took an average of 1.22 days compared to 0.8 days in quarter 4 2023 to 2024.

Place

Slightly higher compared to the same time last year.

Excluding long-term sickness employees took an average of 0.88 days compared to 0.75 days in quarter 4 2023 to 2024.

Resources

Lower compared to the same time last year.

Excluding long-term sickness employees took an average of 0.48 days compared to 0.78 days in quarter 4 2023 to 2024.

Summary of complaints

Adult Services

Statutory cases received in quarter 4 is half of those received in the previous quarter and lower than the 2023 to 2024 quarterly average (11).

Adult Services complaints by stage
Type of complaint Quarter 1 Quarter 2 Quarter 3 Quarter 4
Statutory 12 12 14 7
Local Government Ombudsman and Social Care Ombudsman 0 1 0 1
Adult Services complaints - final outcome, all stages
Outcome of complaint At quarter 4
Upheld 4
Partially upheld 16
Not upheld 24

Children's Services

During 2024 to 2025, the total number of SS1 and S1 cases received by children’s services is lower than the number received during 2023 to 2024 (65 compared to 78).

Children's Services complaints by stage
Type of complaint Quarter 1 Quarter 2 Quarter 3 Quarter 4
Statutory stage 1 9 8 11 5
Statutory stage 2 0 2 0 0
Statutory stage 3 1 0 1 0
Stage 1 6 11 4 11
Stage 2 3 2 0 3
Stage 3 2 2 0 0
Local Government Ombudsman and Social Care Ombudsman 1 2 1 1
Children's Services complaints - final outcome, all stages, at quarter 4
Outcome of complaint At quarter 4
Upheld 4
Partially upheld 38
Not upheld 33

Early Help and Communities

The number of S1 cases received in quarter 4 is in line with previous quarters and with the 2023 to 2024 quarterly average (9). 

S2 cases have increased over the year but the 2024 to 2025 average is slightly lower than last year's quarterly average (3).

Early Help and Communities complaints by stage
Type of complaint Quarter 1 Quarter 2 Quarter 3 Quarter 4
Stage 1 6 9 9 9
Stage 2 0 2 3 5
Stage 3 2 1 0 0
Local Government Ombudsman and Social Care Ombudsman 0 1 0 3
Early Help and Communities complaints - final outcome, all stages at quarter 4
Outcome of complaint At quarter 4
Upheld 4
Partially upheld 12
Not upheld 29

Education and learning

During 2024 to 2025, S1 cases for Education and Learning is less than those received during 2023 to 2024 (98 compared to 112).  New resources in SEN continue to have a positive impact, contributing to this overall decrease.

Education and learning complaints by stage
Type of complaint Quarter 1 Quarter 2 Quarter 3 Quarter 4
Stage 1 28 36 19 15
Stage 2 8 6 10 3
Stage 3 4 4 0 0
Local Government Ombudsman and Social Care Ombudsman 1 4 0 5
Education and Learning complaints - final outcome, all stages at quarter 4
Outcome of complaint At quarter 4
Upheld 28
Partially upheld 61
Not upheld 40

Communities

The number of S1 cases received during the year is higher than during 2023 to 2024 (18 compared to 12), though the number of cases received in quarter 4 is back in line with the 2023 to 2024 quarterly average of 3.

Delivery complaints by stage
Type of complaint Quarter 1 Quarter 2 Quarter 3 Quarter 4
Stage 1 1 4 9 4
Stage 2 0 2 0 0
Stage 3 0 0 0 0
Local Government Ombudsman and Social Care Ombudsman 0 0 2 1
Communities complaints - final outcome, all stages at quarter 4
Outcome of complaint At quarter 4
Upheld 3
Partially upheld 2
Not upheld 15

Resources

The number of S1 cases received during the year is significantly lower than during 2023 to 2024 (29 compared to 49). The cases followed the usual annual pattern of more cases in quarter 3, due to continued recovery action to collect unpaid council tax.

Resources complaints by stage
Type of complaint Quarter 1 Quarter 2 Quarter 3 Quarter 4
Stage 1 5 7 11 6
Stage 2 1 3 1 0
Stage 3 0 0 0 0
Local Government Ombudsman and Social Care Ombudsman 0 0 0 1
Resources complaints - final outcome, all stages at quarter 4
Outcome of complaint At quarter 4
Upheld 3
Partially upheld 3
Not upheld 28

Place

The number of S1 cases this year is slightly higher than 2023 to 2024 (29 compared to 25). Total S2 cases are also higher than 2023 to 2024 (13 compared to 10), with the majority received in quarter 4 (8).

The cases are spread across services with no single reason for the increase, although some cases have been escalated directly to stage 2 to provide timely resolution.

Place complaints by stage
Type of complaint Quarter 1 Quarter 2 Quarter 3 Quarter 4
Stage 1 6 8 7 8
Stage 2 3 2 0 8
Stage 3 0 1 0 0
Local Government Ombudsman and Social Care Ombudsman 1 2 2 1
Place complaints - final outcome, all stages at quarter 4
Outcome of complaint At quarter 4
Upheld 7
Partially upheld 8
Not upheld 26

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. The new system went live in March 2025 and new reporting is being developed. New reports will be evaluated in quarter 1 of 2025 to 2026, with new reports expected for publication in quarter 2 of 2025 to 2026. 

Complaint outcomes: council wide, all stages

Full year results for 2024 to 2025

In 2024 to 2025 across all complaint stages and all council services, 50% of complaints were not upheld (195 complaints), 36% were partially upheld (140 complaints) and 14% were upheld (53 complaints).

Note: stage 1 complaints can be considered distinct complaints, whereas escalations to stage 2, stage 3 (where applicable) and the LGSCO are complaints that repeat the same issues as the original stage 1.

Complaint outcomes: by area, all stages

Full year results for 2024 to 2025

Across all stages, the services which upheld or partially upheld the most complaints in 2024 to 2025 were:

  • Education and learning:
    • 61 partially upheld complaints
    • 28 upheld complaints
    • 40 complaints not upheld
  • Children’s social care:
    • 38 partially upheld complaints
    • 4 upheld complaints
    • 33 complaints not upheld
  • Adults’ social care:
    • 16 partially upheld complaints
    • 4 upheld complaints
    • 24 complaints not upheld

The council’s SEND service is responsible for the education and learning of over 1,600 children and young people with education, health and care (EHC) plans. There were 98 stage 1 (distinct) complaints about the SEND service in 2024 to 2025. A total of 39 complaints were received from 14 families, bringing the number of complainants to 73. This equates to complaints about 4.6% of the 1,600 EHC plans supported by the council.

Children’s social care worked with approximately 2,200 children and young people in 2024 to 2025, and received 65 stage 1 complaints from 59 different complainants. This equates to complaints about the experience of 2.7% of children and young people supported by children’s social care.

Adults’ social care worked with 5,811 adults in 2024 to 2025, and received 45 stage 1 complaints from 42 different complainants. This equates to complaints about the experience of 0.7% of people supported by adults’ social care.

In education and learning, children’s social care and adults’ social care, the upheld or partially upheld complaints mostly came under in the following categories:

  • communications (33% of upheld or partially upheld complaints),
  • decisions and outcomes (28% of upheld or partially upheld complaints)
  • timeliness (23% of upheld or partially upheld complaints, all in education and learning)

However, 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 in these areas as a result of a complaint in this quarter include:

Examples of learning and improvement actions
Area Complaint Outcome Learning Actions
Education and learning Failure to send decision letter within statutory timescales following annual review. Upheld (this was one aspect of a wider complaint which was partially upheld overall). There was miscommunication regarding timescales for phase transfer. Improve timescales through team training so all staff understand the differences in process. Phase transfer process is robust to ensure all actions are completed on time.
Children’s social care Lack of sufficient support and communication with young person living out of the borough. Upheld To strive for consistent communication for everyone that is ongoing and supportive. Operationally, practice reflection has taken place. System - review edge of care responses at the front door.
Adults’ social care Answerphone message where the social worker leaving the voice message was heard to sigh at the end. Upheld (this was one aspect of a wider complaint which was partially upheld overall). Maintaining confidentiality, professionalism and focus demonstrates respect for both the caller and colleagues and avoids potential miscommunication. We expect everyone to uphold these practices to maintain a high level of professionalism and respect in the workplace. Refresher on phone etiquette. Remind staff to seek senior support when dealing with complex or lengthy telephone calls.

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 19 March 2025 (PDF, 210KB).