Complaints & Compliments
Sorry – we don’t always get everything right the first time. If a young person is unhappy about the way they are being cared for or the service they receive from us, then they have the right to tell us and we have a responsibility to take it seriously.
We want all young people to be happy staying with us so we’re always working to improve the service we provide and the unit they are staying on.
If a young person wants to complain (or to compliment us on what they think we’re doing well) they can:
- Tell us, speak to a member of staff they feel comfortable with
- Tell the unit manager
- Fill in a complaint form
- Tell their social worker
- Tell their independent advocate
All complaints are taken seriously and investigated thoroughly. If we find things that have gone wrong we will work with the person making the complaint, and anyone else involved, in an open and transparent way to sort the problem out in a way that makes sure the young person is heard and supported.
We love to share with our team when we get things right, so young people are encouraged to let us know what they think when things are going well.
Safeguarding concerns are managed by our dedicated Safeguarding Lead who works closely with all stakeholders including external agencies.
