Comments and Complaints
We understand that on occasion, things may sometimes not go to plan and so we need to know when you are not happy with our service. We view all complaints as an opportunity to improve our services so please feel confident to speak your mind.
A complaint is when you tell us you are not happy. For example, if:
We do not deliver a service on time.
You receive a poor-quality service.
We give you the wrong information.
You have a complaint about a member of staff
If you have a complaint,you should first make it known to staff. If it is not resolved there is a complaints procedure detailed in your bedroom or in the complaints policy which a member of staff, you chose will support you to follow.
If independent support is needed, you can contact the Focus Advocacy Centre. Contact details can be found in this guide. If staff are unable to resolve a complaint youshould contact:
Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD. Telephone – 0300 123 4666.
The office for the Children’s Commissioner can also be contacted. They work with and on behalf of all children in England to dramatically improve their lives. Contact details are: –
Office of the Children’s Commissioner. Freephone number: 0800 528 0731 or 020 7783 8330 help.team@childrenscommissioner.gov.uk or info.request@childrencommissioner.gov.uk.
Complaints Process.
Step 1 – You can speak informally to your key worker to see if a resolution can be reached. If you are not happy with the advice or information, then progress to step 2.
Step 2 – You can request to speak to the Registered Manager and if you wish to make a formal complaint you will need to complete the complaints form, your key worker or another member of staff of your choice can support you. If you prefer, you can ask a friend or relative to speak or write to us for you or accompany you. The Registered Manager will do their best to resolve your complaint within 28 days without you needing to do anything else. If we cannot resolve your complaint, you will need to go to Step 3.
Step 3 If you have spoken to the Registered Manager about your complaint and feel things have not been put right, or you are not happy with the result, you can take your complaint to the Directors or the responsible individual who will tell you in writing what they are doing about your complaint within 21 days. If you are unhappy with the response of the Directors you can contact an independent person or organisation, for example:
The Local Authority.
The Ofsted Inspection Office:
WBHL Ofsted Piccadilly Gate Store Street Manchester M1 2WD enquiries@ofsted.gov.uk or TEL 0300 123 4666 Monday to Friday; or
The Office of the Children’s Commissioner. Freephone number:
0800 528 0731 or 020 7783 8330 info.request@childrencommissioner.gov.uk.
Comments / Suggestions
If you have any comments or suggestions, you are encouraged to voice these in the weekly resident’s meetings or you can also give them to the Registered Manager, your key worker or the Responsible Individual Joanne Khan. There is also a comments box in the hallway where you can place your comments/suggestions confidentially should you require.
We are always looking for ways to improve and make sure that all comments and suggestions are taken account of. Our directors will see all comments made and we will look to see if it is possible to put all or some of your suggestions in place.
Compliments
It is important that staff know when they have received praise or appreciation. If you have something good to say about a member of staff, they will be told about this. All compliments received either by telephone or letter will be registered and passed on to the member of staff concerned.
Your records
Under the General Data Protection Regulation and Data Protection Act 2018 you also have the right to access any personal data that we hold about you. This is commonly referred to as a subject access request.
You can make a subject access request by talking to your key worker or the Registered Manager about this.