Making a complaint

We're here to listen

We want every young person and every local authority and Ofsted customer to feel heard, respected and confident that if something isn’t right, we will take it seriously. If you make a complaint, it will be passed directly to our senior team who ensure your concerns are properly considered and thoroughly investigated. We aim to acknowledge and respond to your complaint within five working days.

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We also believe complaints are an important opportunity to listen, learn and improve. Our Complaints Policy is continuously reviewed by the Board who also regularly review our self-assessment against.

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We frequently review all complaints received, what we have learned from them and how we can use that insight to improve the experience of our residents. These findings are shared with our Board through our Annual Complaints Report.

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If you are making a complaint on behalf of a young person, we will ensure their voice is heard and considered as part of the process.​

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We see feedback as an opportunity

A complaint is not simply something to resolve. It is an opportunity to listen, learn and make things better.

We are committed to using feedback to strengthen our practice, improve our services and, most importantly, improve the experience and outcomes of the young people we support. Speak up. We will listen.

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Once you have submitted your complaint, we will make sure it is handled fairly, carefully and as quickly as possible.

 

We will then: 

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• Acknowledge your complaint and let you know we have received it (within seven working days).

• Your complaint will be passed to the appropriate member of our team for review and investigation.

• We will keep you informed and let you know when you can expect a full response.

• We may contact you if we need any further information to help us understand what has happened.

• Once our investigation is complete, we will explain our findings, any action we intend to take and what you can do if you are not satisfied with the outcome.

 

Thank you for taking the time to tell us about your experience. Your feedback helps us put things right, learn and continually improve the service we provide.