Complaints and feedback
If something is wrong, tell us
Complaining should be easy, and it should change something. A young person, a family member, a professional or a neighbour can raise a concern about how we work.
If someone is in immediate danger
Call 999. A safeguarding concern should not wait for a complaints process — see our safeguarding page for how to raise one.
How it works
What happens when you complain
Our full complaints policy is being completed as part of preparing the service and will be published here once it is approved. The stages below describe how we intend to handle every complaint.
Step 1: Tell us
Raise it with a member of staff or with the manager. A complaint can be spoken or written, and a young person can ask someone they trust to do it for them.
Step 2: We record it and acknowledge it
Complaints are recorded properly rather than dealt with informally and forgotten. You will be told who is looking into it.
Step 3: We look into it and respond
We find out what happened, tell you what we found, and say plainly what we are changing. If we got something wrong, we will say so.
Step 4: If you are still not satisfied
You can take it further — to the local authority responsible for the young person, or to the relevant external body. We will tell you how, and we will not treat you differently for doing it.
What you can expect
Our commitments to anyone who complains
- You will be taken seriously
- A complaint is information about how the service is really working, not a nuisance.
- Nothing bad happens for speaking up
- A young person will never be treated differently for complaining, and nor will a professional.
- You can get help to complain
- A young person can ask a member of staff, their social worker, their personal adviser or an advocate to help them put it into words.
- You will hear the outcome
- We will tell you what we found and what changes as a result, in language you can actually use.
Service in development
Ghausia Homes is not yet operating and no young people live with us, so there is no live complaints casework. This page sets out how complaints will be handled once the service opens.
A monitored route for complaints will be published here before the service opens. See contact for how to reach us in the meantime.