An inspection report has revealed that people are finding it difficult to make contact with the Vale of Glamorgan Council's social services.

However, the Care Inspectorate Wales (CIW) findings also shows that the council has made improvements in the face of major challenges brought on by the cost of living crisis and the aftermath of the Covid-19 pandemic.

The report, based on an inspection of the Vale Council's children and young people's services and adult services in January 2023, states that responding to complaints within statutory time-scales has become increasingly challenging for the local authority.

This is apparently due to pressures in the services and the increased complexity of complaints.

In relation to children and young people's services, the CIW's report said that most people who responded to their survey "stated that it is very difficult to contact social services and reported issues with communication with social workers, specifically around calls being returned".

The report added: "People's experience of contacting [Adult Services] is varied.

"Some people, including carers, told us of the difficulty they experienced in speaking to the appropriate person or receiving a timely response."

However, the report also stated that children who have experienced care used words like 'funny', 'supportive' and 'kind' when describing the social workers that support them.

It added: "We were told of a variety of ways that social workers engage with children and young people, resulting in them feeling listened to and valued."

On adult services, the report states that people's views about what matters to them are sought and remain central to the work undertaken.

In reference to its findings, CIW said: "Inspectors found, as with many local authorities in Wales, Vale of Glamorgan is experiencing a challenging time in relation to the provision of social care.

"Many of the pressures experienced by the local authority reflect the pandemic recovery context, resulting in high levels of demand and increased complexity of people's needs, including the impact of the cost of living crisis.

"Inspectors found clear evidence of improvements and progress made by the local authority, following an assurance check of children and young people's services we conducted in March and November 2021.

"These improvements have resulted in better outcomes for children, young people and their families."

Other challenges that the Vale of Glamorgan Council faces and findings brought out in the report, include:

• Limited capacity for some preventative services, with waiting lists on others where demand is outstripping resource
• Providing domiciliary care to enable people to return home safely
• Little evidence of contingency planning taking place in the social care records reviewed
• Finding suitable housing to support people with substance misuse and complex mental health needs.

Vale of Glamorgan Council's cabinet member for social care and health, Cllr Eddie Williams, said: "We are grateful to Care Inspectorate Wales (CIW) for the work it has completed in assessing Social Services and very pleased with the outcomes of the inspection report, which are overwhelmingly positive.

"The recognition of the high standards achieved by the Service is most welcome and a ringing endorsement for the dedication of our Social Care staff, who have continued to perform to exceptional levels at a challenging time for Social Care provision across Wales.

"They have worked diligently, and often selflessly, against a backdrop of stretched resources and increased demand, continuing to offer first-class support to some of the Vale's most vulnerable residents. For that, all involved deserve immense credit.

"The report highlights strong senior leadership within Social Services and the clear strategic plans in place to evaluate improvements across both Children and Young Persons Services and Adult Services.

"It also found clear evidence of improvement since CIW carried out an assurance check in November 2021, resulting in better outcomes for children, young people and their families.

"The fact most people receive support and services in a timely manner was also noted, while other positive findings focused on the support provided to maintain service users' safety and wellbeing and the efforts made to ensure their voices are heard.

"Inspectors found evidence that communication in Welsh and other languages was offered and referenced the investment being made into quality assurance, with newly appointed posts set to focus on this area.

"That investment will strengthen the Service further, helping to offer even more to those in the Vale that need it most.

"The areas for improvement identified by the report will also be used to inform future development."