Complaints Procedure
Scope of this chapter
This chapter covers complaints received in respect of services to children provided by The Home.
It should be read in conjunction with Slough Children First Complaints Procedures and Whistleblowing (Slough Borough Council Website).
Those wishing to make complaints in relation to a Looked After Child may refer their complaints directly to OFSTED at any time
IMPORTANT CONTACTS
England
Children's Commissioner for England
Help at Hand – free confidential support and advice for Children in Care, living away from home or working with Children's Services.
Tel: 0800 528 0731 (free phone number)
E-mail: help.team@childrenscommissioner.gov.uk
Ofsted (who regulate and inspect Children's Homes)
Tel: 0300 123 1231
E-mail: enquiries@ofsted.gov.uk
Regulations and Standards
Guidance on Chapter 5 of the Regulations - Policies, Records, Complaints and Notifications
Regulation 5 - Engaging with the Wider System to Ensure Each Child's Needs are Met
Related guidance
- Allegations Against Staff
- Safeguarding Children and Young People and Referring Safeguarding Concerns
- Slough Children First Procedures, Whistleblowing or Raising Concerns at Work Procedure
- Children’s Complaints Procedures (Easy Read Word and Pictures)
- Children's Complaints Procedure
- Child Friendly Complaints Sheet
- Complaints Procedure
Amendment
In September 2024, the 'Children's Complaints Procedure', 'Child Friendly Complaints Sheet' and 'Complaints Procedure' were all updated.
The underlying principle of the complaints procedure is resolution, not conflict.
It is essential that those who receive and rely on services provided in The Home feel able to make comments and complaints about them. Having an open and accessible complaints system contributes to our objective of listening to the views of children. By taking concerns and complaints seriously we can improve performance and raise standards, as well as develop sound professional relationships with those who use our service.
In house complaints relating to the home can be made by;
- Any child resident in the home by using the in-house procedure and can if they so wish pursue this further by using the corporate complaints procedure if unhappy with the Home's Manager's outcomes;
- A parent or person with parental responsible for a child resident at the home: by using the corporate policy and procedure.
Complaints using the Corporate Complaints procedure can be made by any user of the service as well as parents, foster parents, and any such person as the authority considers has sufficient interest in a child's welfare to warrant a complaint or representation being considered by them.
The home has a complaints procedure which is designed to be child centred and friendly.
All staff are aware of the procedure and young people (and relevant adults) are made aware during their introduction to the home. Staff should respond positively to any suggestion or request to make a complaint.
All complaints are directed to the Manager of the Home who will arrange to meet with the person making the complaint. Details and decisions from all stages of the procedure are recorded in a specifically designed child friendly form. Time limits are placed on the stages of action to prevent 'drift'.
The underlying principle of the complaints procedure is resolution, not conflict.
Use of the In-House procedure does not prevent complaints via the Corporate procedure.
Slough borough Corporate procedure is available on line at Slough Borough Council website.
Last Updated: September 20, 2024
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