Supported lodgings young people's guide

Your host will advise you how to access the below in the local area:

• shops
• transport
• bus
• train
• taxi
• library

Citizens Advice Bureau

You can view all of their services on the Citizens Advice Bureau website. 

Feedback

Have your say.  Let your host know how you are feeling, what we can do better and any support you need. From time to time, we send out questionnaires or surveys, so you have many ways to tell us what you think.

Charter of rights for young people

Whilst we are caring for you, we hold a file which contains information about you in the home. This information is necessary so that we, and others like your social worker and Ofsted, can check how you are doing and that you receive all that you need. You can see this file (but only the information written by our staff) and comment on it, as your input is important in achieving your goals that you have helped to put in your placement plan. Ask your host how to see it. If you wish to read your file at social care officers, you will have to request this through your social worker.

Consultation

We believe that you deserve a say in how we look after you, and this process is called "Consultation".  We consult by: - Listening to you; Having regular meetings with you; Talking to you on a one-to-one basis; Telling you things before they happen, not afterwards.

Problems or a complaint

What if you have a problem or feel unhappy? We want to know if you have any problems at all, whether you are worried about something in the house or if you just do not like something. There are lots of ways you can tell us what you think.

How do I make a complaint?

The first step would be to speak to a member of staff directly, preferably your host.  However, you can approach any member of the team, who would be happy to hear your concerns and attempt to address them quickly and simply. Or you can arrange a time to speak to the team manager [email protected]

Complaints will be kept private and will not affect the support you receive. You will be asked to fill in a complaints form, which will record everything that you want to say, and then this will be dealt with as quickly as possible by the manager, hopefully within 24 hours. If this is not possible, the reasons for this will be fully explained to you, and you will be kept fully informed of the progress of your complaint.

If you are not happy with the outcome, and would like to progress your complaint further, it is your right to do so. This is stage 2, and this will be dealt with in 10 days. If you are still not satisfied, your complaint can be progressed to level 3, which will be dealt with by an independent person within 30 days.

If you would like to make a complaint but you don't feel confident in filling in the form yourself, speak to a member of staff who can either help you with the form if you wish, or you can take it to someone else of your choosing to help with completing it.

If at any time you feel that your complaint is not being dealt with properly or you are not happy with the outcome and would like extra support with your complaint, you can request an independent advocate be present at a meeting to take your complaint further.

An Independent Advocate is someone you can talk to who is not connected to the home. To arrange an appointment with an advocate, please let the Manager of the staff team know, ask your social worker, or contact them directly on the following number. You can contact your Social Worker / Children's Rights Officer on 0191 433 2647 / 07795 021 819 or [email protected] 

You also have the right to talk directly to the organisation called Ofsted, the people who inspect us, if your complaint is serious or you do not like the way that we have handled your complaint. Find their phone number below and the numbers of other organisations at the end of this guide, which you can also call to get help or advice. The phone number is 0300 123 1231.

Children's Commissioner 0805280731 free. The children's Commissioner is Rachel de Souza The Office of the Children's Commissioner Sanctuary Buildings 20 Great Smith Street London SW1P 3BT Tel: 020 7783 8330 Email: [email protected]

At any point before, during or after your time at Gateshead supported accommodation service, you are welcome to give us more formal feedback, make a complaint, or inform us of any concerns or suggestions you may have.

We feel the best way to offer a high-quality service is to listen to what you have to say, be it good or bad, and use that information to improve the services that we provide.

Compliments

Please do tell us when we get things right, compliments are always welcomed and help to encourage our staff. We have a compliments form for you to fill in if you are happy to do that!