Social Care Customer Services
We would like to hear your views on our Social Care Services.
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You may want to pay a compliment to someone who has helped you;
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Suggest ways in which we could do things better;
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Make a complaint about something you are dissatisfied with.
All complaints are treated seriously and in the strictest confidence.
We welcome your comments as it gives us an opportunity to take a fresh look at our Social Care Services with the aim of improving them where we can. Whether you are new to Social Services or have been using our services for some time, you should expect to be treated with dignity and respect. We aim to give our customers an effective service at all times.
However, If you are unhappy with the services you receive, you have the right to complain. We take all complaints seriously and try to ensure a speedy resolution wherever possible. Most of the concerns brought to our attention are resolved informally and we encourage people who use our services to approach staff that they have contact with in the first instance.
If you are not able to explain your problem yourself, ask a friend or relative to help you. There are also a number of organisations who are prepared to help you discuss your problem with Social Services. If you want information about advocacy services please contact Social Care Customer Services.
Social Care Customer Services is a dedicated Complaints team who work within Community Based Services; they are not involved in the day-to-day running of services. They ensure that staff do not investigate complaints about themselves and that the complaint is investigated fairly and thoroughly.
Making Your Complaint
You can make a complaint (or compliment) in a number of ways. You can:
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Speak to your Social Worker or Care Worker;
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Visit any Council office;
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Complete the online form;
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Print a copy of the complaint form on the right hand side of the page;
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Phone us on: 0191 433 2692, 0191 433 2407 or 0191 433 2408;
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Write a letter:
Social Care Customer Services
Community Based Services
Gateshead Civic Centre
Regent Street
Gateshead
NE8 1HH
Social Care Complaints Procedure
There are three stages. You may not have to go through all of these. It will depend on how satisfied you are with our response at the end of each stage.
Stage 1 - Resolution
You can make your complaint:
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Over the telephone;
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In writing;
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In person, to the member of staff you know best.
We would invite you to explain what concerns you and what you would like the service to do to put it right. However, we may not be able to investigate an issue that happened more than 12 months ago.
Your complaint will be acknowledged within three working days and the person looking into your complaint will speak to you to discuss possible solutions.
An advocate can be provided to assist you if need help with your complaint.
Most complaints are resolved at this stage.
You will receive a letter explaining the outcome within 20 working days.
Stage 2 – Investigation
At the end of Stage 1 if you are not satisfied with the outcome you can choose to have your complaint investigated further – please request this within 20 working days of receiving your Stage 1 outcome letter. The Social Care Complaints Manager will contact you directly to discuss the detail.
An independent investigating officer is then appointed. In the case of a complaint under the Children Act or Protection of Vulnerable Adults, an external independent person is also appointed.
Registering a complaint at Stage 2 can take several days. You will receive a letter telling you when it has been registered. The investigation then starts and you should receive a letter within 25 working days confirming:
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What was found;
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What the service has decided to do about it;
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Why the decisions were reached.
In complex situations this may take longer than 25 working days. However, you will agree any extension to this timescale with the Investigating Officers.
Stage 3 - Review Panel
If you are dissatisfied with any part of the written response at Stage 2, then you should discuss this with the Social Care Complaints Manager. When you receive the written outcome of Stage 2, you will also be sent details of how to ask for the complaint to be heard by a Review Panel.
If you wish the review panel to hear your complaint, you must apply within 20 working days of receiving the written outcome to Stage 2.
Are there any other ways to complain?
Yes. You can contact:
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Your local Councillor;
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A Solicitor;
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Your MP;
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The Local Government Ombudsman
Beverley House
17 Shipton Road
York,
YO30 5FZ.
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Tel: 01904 380 200
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Fax: 01904 380 269
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E-mail: enquiries.york@lgo.org.uk
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Website: www.lgo.org.uk
The Ombudsman will expect you to have gone through the Council’s complaints procedure first.