Your views about social care services

How you can comment, compliment or complain about our services

Our commitment to you

We, in Social Care & Health and Staffordshire County Council as a whole, are committed to providing the best possible service.

We welcome your compliments, comments and suggestions as part of our commitment to provide a service which meets your needs.

We need to know when we have done things well, when things are not right or when you have a suggestion, so we can continue to improve the services we provide. We will handle all complaints fairly, politely and within agreed timescales. We will pass on all compliments to relevant staff.

Sometimes, things can go wrong and we are sorry when this happens. We want to make sure we consider and investigate every complaint and that we take action to improve our service.

In Social Care and Health we follow a Statutory Complaints Procedure. If you are in receipt of social services or are acting on a service user's behalf (with their consent to do so) you can access the Statutory Social Services Complaints Procedure.

If you want to make a point about other council services, we have a Corporate Customer Feedback Procedure and a comments form you can submit.

Who should you contact and when?

- Talk to local staff first - speak to a member of our staff or the local Manager of the Service.

- You can write, text, phone, use the minicom, email, or alternatively use the online form.

If you are a young person we have a different complaint form just for you.

- You can make an appointment on the number below to see one of our Complaints Officers.

- You can contact the Complaints & Representations Team and ask them for further information, advice and assistance in making your complaint.

Complaints Services Manager
Complaints & Representations Team
Directorate of Social Care & Health
Wedgwood Building
Tipping Street
Stafford ST16 2DH

Tel: 01785 277406
Fax: 01785 277053
Minicom: 01785 277078

Email: ssd.complaints@staffordshire.gov.uk, or

Text: STAFFS COMP … plus your message to 60003 (Please tell us your name and we will call you back)

Information about the complaints process is also available in leaflet format. You can obtain a copy from the above address, or from your local office.

If you want this information in larger print, in Braille, on tape or in another language, call: 01785 276900 or email: social.services@staffordshire.gov.uk

Advocacy

You may wish to appoint an advocate to assist and support you in making your complaint. An advocate is completely independent of other people and can speak on your behalf if you so wish. Below is a list of organisations who may be able to provide this service, or advise you further.

"Staffordshire County Council is not responsible for the content of any external website linked from this page."

If you are a young person wishing to make a complaint and require assistance, you can contact the NSPCC Children's Advice and Representations Service (CARS) or ring 01785 228888

What you should expect when you contact us:

We will thoroughly and fairly consider all complaints. If we don't agree with your complaint we will tell you and explain how you can take the matter further if you are not satisfied with our response.

There are three stages to the Statutory Social Services Complaints Procedure:-

Stage One is when the Local Manager of the service being complained about, or their Managers, are given the opportunity to sort out any complaints directly with you. You should receive an acknowledgement to say we have received your complaint. We will aim to respond to you within 10 working days and you should expect a full response within 20 working days.

Stage Two is when you are not satisfied with the outcome of Stage One. A request for a Stage Two must be made in writing to the Complaints Services Manager. Some complaints are immediately dealt with at Stage Two. We will always try to resolve your complaint at the earliest opportunity with you and may suggest alternative ways to achieve a satisfactory resolution.

At Stage Two, an investigation will be done and a Complaints Investigation Officer will prepare a report. The report is presented to a Senior Manager of the Service concerned, who will consider it, and respond directly to you. This Stage can take between 25 and 65 days, but we will confirm this with you at the start of the investigation and provide you with more information about this stage of the process.

Stage Three is when you are still not satisfied with the outcome of Stage Two. You can ask for the matter to be considered by an Independent Complaints Review Panel. A request for Stage Three must be made in writing within 20 working days to the Complaints Services Manager. A Panel will be convened within 30 working days of your request and you should receive a formal response from a Director within 15 working days of the Panel being held. Should your complaints be considered at Stage Three further information will be provided to you about this stage.

If you are still not happy with the outcome of the process you can write to The Local Government Ombudsman at:-

            Local Government Ombudsman
            The Oaks No.2
            Westwood Way
            Westwood Business Park
            Coventry CV4 8JB

Tel: 024 7682 0000
Fax: 024 7682 0001

Email: enquiries@lgo.org.uk

Commission for Social Care Inspection (CSCI)

If you use a service that is registered with the Commission for Social Care Inspection (for example, a residential care home or domiciliary care agency) and have concerns about care standards, you can write to:

            Commission for Social Care Inspection
            Dyson Court
            Staffordshire Technology Park
            Beaconside
            Stafford ST18 0ES

Tel: 01785 270930
Fax: 01785 270940

If you want to make a complaint about a service you have received from an independent sector service, and where Staffordshire County Council is involved in this arrangement, you should raise your concerns directly with the service provider in the first instance, under their own complaints procedure [Stage One]. If you are still dissatisfied following their response, you can write to the Complaints Services Manager as you may be eligible to use the Statutory Social Services Complaints Procedure.

Annual Report

The Complaints and Representations Team compile Annual Reports which detail all complaints and representations activity .

Adobe Icon Adults Annual Report 2005/6 (pdf, 241kb)

Adobe Icon Children's Annual Report 2005/6 (pdf, 259kb)

Useful Contact Numbers

Complaints & Representations Team 01785 277406/7404

Advocacy Services in Staffordshire (ASIST)

     Stoke on Trent Head Office                                            01782 845584
     Stafford Office                                                                01785 246709
     Burton   Office                                                                01283 564772
     Cannock Office                                                               01543 468588

Age Concern (Stafford) 01785 607060

Mid-Staffs MIND (Cannock) 01543 462907

Commission for Social Care Inspection 01785 270930

NSPCC Children's Advice & Representations 01785 228888

Service (CARS)

CARS work independently from social services and are part of the National Society for the Prevention of Cruelty to Children (NSPCC)

Last Modified: 05/06/2007 12:16:12
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