Complaints
We want to encourage young people to express their views and be heard. We will listen and learn to make sure our services improve and focus on the needs of young people. We have a three-stage procedure for dealing with complaints:
Stage 1
When you first tell someone that you are not happy about something, you may have ideas about how to put things right. The manager will do their best to sort out the problem within 10 working days. You have the right to expect a letter telling you how things have been sorted out - and telling you what you can do next if you’re still unhappy about things.
Stage 2
If you are still unhappy, then you can ask the Complaints Manager to take the complaint to Stage 2. The Complaints Manager will listen to what you have to say and find out what you would like to happen. The Council will appoint an Investigating Officer and an Independent Person - who is nothing to do with the Council - to make sure that your complaint is handled properly. You should have an answer within 25 working days but this can take up to 65 working days if the complaint is complex.
Stage 3
This is where a group of people, the panel, meet to talk to you and other people who are trying to sort out your problem. The people on the panel would not have been involved with your complaint before and do not work for the council. After talking and listening to everyone, the panel will make a decision about the best way to sort out your complaint. You should have an answer within 5 working days of the review panel.
If you are still not satisfied, you can make a complaint to the local government ombudsman. You have the right to expect that the council will learn from the complaints it gets - and go on to improve the services for all children and young people who need them.
A copy of the complaints booklet and form can be found on our Children's Social Care pages.
Contact
You may want to contact the complaints officer. This can be done by:
- calling - 01702 215515,
- sending an email,
- or writing to:
Department for People
Civic Centre, Floor 5
Victoria Avenue
Southend on Sea,
Essex SS2 6ER