Tell us your views about children's services

Compliments, feedback and complaints

We are committed to providing high quality services to all children, young people and families in Gateshead to support our vision for Children and young people in Gateshead to "enjoy their childhood and have the opportunity to thrive and be their best selves."   

We realise we don't always get it right, and if that happens, we want to try and fix any problems you may be experiencing.

We welcome your feedback whether you:

• had a positive experience
• have suggestions for improvement
•  are unhappy with a service you've received,.

Your views help us improve how we support children and young people in Gateshead.

If you want to give a compliment, provide feedback or raise a concern about Children's Services, the best way to tell us is to:

• talk to your worker about your concerns; or
• ask to speak to their manager instead.

We can resolve most concerns quickly or explain why this is not possible. If we can't resolve your concern in this way, you can make a complaint.

People who can make a complaint

You can make a complaint if you receive a service from Children's Social Care or you are:

• a parent, carer, or someone acting on behalf of a child or young person (with written consent)
•  a child or young person receiving support
• a person who has applied for an assessment for special guardianship support services
• a child or young person who may be adopted, their parents and guardians
• persons wishing to adopt a child
• any other person for who arrangements for the provision of adoption services extend
• an adopted persons, their parents, natural parents, and former guardians
• a person who has sufficient interest in the child or young person's welfare to warrant their representations being considered by them
• a Gateshead Council supported lodgings host.

How we handle complaints

Our Social Care Complaints Procedure is followed in line with the Department for Education and Skills statutory guidance 'Getting the Best from Complaints: Social Care Complaints and Representations for Children, Young People and Others (opens new window)' which provides guidance for local authority children's services on representations and complaints procedures. 

Our complaints process follows three stages. We aim to resolve concerns quickly, fairly, and thoroughly.

Informal resolution

When we receive your complaint, it will be reviewed by our Complaints Team. If possible, it will be passed to the relevant Team Manager to resolve informally.

• The manager will contact you within 3 working days to discuss your concerns
• We'll aim to resolve the issue without needing a formal investigation
• If you still wish to proceed, your complaint will move to Stage 1

Stage 1 - local resolution (up to 20 working days)

We will formally investigate your complaint. You'll receive an acknowledgement within 3 working days.

The Investigating Officer will:

• keep in touch and provide updates
• review relevant information including case records and staff input.

You may be invited to meet with staff to help resolve the issue informally and promptly.

We aim to resolve Stage 1 complaints within 20 working days.  

Escalation from a stage 1 to a stage 2

You can request a review of your complaint. You must be able to explain the reasons for wanting to proceed to Stage 2. 

Stating dissatisfaction with the response received or exercising your right to escalate to the next stage is not enough for a Stage 2 investigation.

Stage 2 - Independent investigation (25 to 65 working days)

At Stage 2, we will arrange a formal and detailed investigation. An Investigating Officer (IO) will lead the process, supported by an Independent Person (IP) to ensure fairness and transparency.

If your complaint moves to Stage 2:

• a manager from another part of the service will be appointed as IO; in some cases, an external IO may lead the investigation.
• an independent person will oversee the process.
• the IO will work with you to agree the key points and desired outcomes, this is called the Statement of Complaint.
• the statement should be agreed within 10 working days (up to 40 if complex). If not agreed, the complaint may be closed.
• a full investigation will follow, with a draft report quality assured.

A senior officer (Head of Function or Service Director) will review the findings and issue a formal response. You may be invited to meet with them to discuss the outcome. Once complete, you'll receive:

• a copy of the Investigation Report
• the Independent Person's Report
• an adjudication letter explaining the outcome and next steps

Stage 3 - Review Panel

If you remain dissatisfied, you can request a Stage 3 Review Panel within 20 working days of receiving your Stage 2 response.

Stage 3 Review Panels only apply to complaints about children's services.

The Review Panel does not reinvestigate the complaint or consider new issues that weren't part of Stage 2. Its purpose is to review how the complaint was handled and, wherever possible, help reach a resolution.

• The panel will consist of three independent people.
• It will meet within 30 working days
• You can attend with an advocate, friend, or representative
• The panel's recommendations will be sent to the Director of Children's Services
• You'll receive a final decision within 15 working days

Respect and dignity

We are committed to ensuring that all individuals engaging with our services treat our staff and elected members with respect and dignity. Our staff are here to help, and we will not tolerate behaviour that is abusive, threatening, or discriminatory and we will take appropriate action to ensure staff safety.

Unreasonable behaviour and persistent complaints

We're committed to treating all complaints fairly and providing a high-quality service to everyone. Most people who contact us do so respectfully and reasonably. However, in rare cases, a person's behaviour or repeated complaints can make it difficult for us to respond effectively, both to them and to others.

If someone continues to pursue a complaint that has no reasonable basis, or if we've already taken appropriate action and explained our decision, we may decide to close the matter.

Examples include:

• Repeating the same complaint after a full response has been given
• Refusing to accept a fair outcome
• Asking for unrealistic solutions
• Contacting us through multiple channels about the same issue
• Changing the complaint during the investigation
• Being aggressive or abusive towards staff

Further help and support

If you need help making a complaint, you can ask for support from:

• an advocate
• a trusted friend or family member
• your social worker or care coordinator

We will make reasonable adjustments to support you, including providing information in accessible formats or arranging interpreters if needed.

Local Government and Social Care Ombudsman

If you're still unhappy after Stage 3, we would encourage you to discuss concerns with our Complaints Manager. We may then consider if there is any other way to help resolve your concerns.

Whether you made a complaint to us or to another social care service, you have the right to ask the Local Government and Social Care Ombudsman (LGSCO) to review your complaint. You must have gone through all each of our stages or other organisation's complaints procedure first.

Find out more at Local Government and Social Care Ombudsman - how to complain (opens new window) or call 0300 061 0614.

The Local Government and Social Care Ombudsman

PO Box 4771

Coventry

CV4 0EH

Children and families service complaints and representations procedure explains our complaints process in more detail.