Phoenix House Complaints Procedure
1. Introduction
Phoenix House is committed to providing a safe, supportive, and high-quality environment for young people aged 16 and over. We recognise that there may be occasions when individuals have concerns or complaints about the service they receive.
This procedure outlines the steps for making and resolving complaints in accordance with the Supported Accommodation Regulations.
2. Principles of the Complaints Procedure
- Phoenix House every very complaint will be taken seriously and handled with fairness and transparency.
- Complaints will be addressed promptly and confidentially.
- Young people will not face any negative consequences for making a complaint.
- Support will be available for young people who need help making a complaint.
3. Who Can Make a Complaint?
Complaints can be made by:
- Young people living at Phoenix House.
- Parents, carers, or representatives of young people.
- Staff members or external professionals involved in the young person’s care.
4. How to Make a Complaint
Young people can make a complaint in the following ways:
- Verbally: Speak to a staff member or key worker.
- In Writing: Submit a complaint form or write a letter to the management team.
- By Email: Send an email to the Manager/Director.
- Through an Advocate: Ask an advocate, social worker, or trusted person to make a complaint on their behalf.
5. Complaints Process
Stage 1: Informal Resolution
- Many concerns can be resolved informally by speaking with a staff member or key worker.
- Staff will work with the young person to address concerns quickly and effectively.
- If the issue is not resolved, the young person can proceed to.
Stage 2: Formal Complaint
- A formal complaint should be submitted in writing.
- An acknowledgment will be sent within 5 working days of receipt.
- The complaint will be investigated by a senior member of staff within 15 working days.
- The young person will receive a written response outlining the outcome and any actions taken.
Stage 3: Appeal Process
- If the young person is not satisfied with the outcome, they can request a review by a senior manager.
- The appeal must be submitted within 10 working days of receiving the Stage 2 response.
- The appeal will be reviewed, and a final decision will be provided within 20 working days.
Stage 4: External Review
If the complaint remains unresolved, the young person can escalate the complaint to an external agency such as:
- The placing local authority.
- Ofsted or another relevant regulatory body.
- Independent advocacy services.
6. Safeguarding Concerns
7. Support and Advocacy
- Young people will be offered support throughout the complaints process.
- They can access independent advocacy services if they need additional help making a complaint.
8. Confidentiality
- Complaints will be handled with discretion.
- Information will only be shared with relevant individuals involved in resolving the complaint.
9. Monitoring and Learning from Complaints
- Complaints will be logged and reviewed regularly to identify patterns and areas for service improvement.
- Lessons learned will be used to enhance service quality and prevent recurring issues.
10. Conclusion
This policy was adopted by Sandra Cohen | Date: March 1st 2025 |
To be reviewed: March 1st 2026 | Signed
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