3.10.9 Foster Carers Complaints |
RELATED CHAPTERS
Allegations against Foster Carers Procedure
Allegations, Complaints and Serious Cause for Concern Leaflet (To Follow)
Safe Caring for Lewisham Foster Carers and Preferred Providers
AMENDMENTS
This chapter was slightly amended in October 2011 in regard to new versions of complaints procedures.
Contents
1. Introduction
The intention of this Chapter is to describe the procedure for foster carers to make complaints about services they have received from Lewisham children’s social care. This procedure compliments the Lewisham councils corporate complaints procedure.
1.1 Key Principles
Lewisham Children’s social care welcomes complaints as an important part of improving our service and ensuring quality. We are committed to learning from complaints. The complaint procedure consists of three stages; we aim to respond to complaints speedily, whenever possible, to achieve an outcome that is agreeable to the complainant at the earliest stage.
1.2 Defining complaints and representations
A complaint may generally be defined as an expression of dissatisfaction or disquiet, which requires a response. Representations may not always be complaints; they include compliments, suggestions and enquiries.
1.3 Who may complain?
This complaints procedure is exclusively for any Lewisham foster carer, caring for children placed by Lewisham. The foster carer must provide written consent for a representative to make a complaint on their behalf.
1.4 What may be complained about?
This complaints procedure is intended for complaints that are exclusively about services provided to foster carers. For example;
- Lack of support
- Concern regarding staff conduct/ behaviour
- Any form of harassment
- Racism or discrimination
- Provision of training
- Financial issues
Complaints from Lewisham foster carers on behalf of the children they look after will be processed under the statutory complaints procedure. Foster carers can also make complaints in their own right that refer to issues that effect the children they look after or other children in the household, such complaints will also be dealt with under the statutory complaints procedure. For more information about the children’s statutory complaints procedure please refer to Lewisham’s children’s statutory representations and complaints procedure 2011.
The registration or de-registration of foster carers is subject to an appeals process and is not covered by this complaints procedure.
2. Consideration of Complaints
2.1 Receiving a complaint
If a complaint is made to a member of staff, the complaints team should be informed as soon as possible so they can record the complaint on the computerised complaints database and monitor progress. If the complaints team receives a complaint directly they will record it and forward to the relevant team on the same day.
The Service Manager, Fostering must be informed of all complaints at the time these are received.
2.2 Time limit for making a complaint
The council will not normally consider historic complaints made more than 12 months after the grounds to make the complaint arose. This time limit will be extended if it is still possible to consider the complaints effectively.
2.3 Verbal informal complaints
Wherever possible the officer or manager receiving the complaint should try to resolve the concerns immediately. Where we can resolve a verbal complaint within 24hrs we do not need to send a written response to the foster carer unless it is appropriate to do so.
The complaints procedure should be engaged where;
- A verbal complaint cannot be resolved within 24hrs.
- The foster carer requests that the complaint is dealt with formally.
- The complaint is made in writing.
2.4 Stage One - Local Resolution
A complaint is made on the date on which it is first received by the council.
The expectation is that the majority of complaints should be considered (and resolved) at Stage 1. However, if the council or the foster carer believes that it would not be appropriate to consider the complaint at Stage 1, i.e. the complaint is about the responsible team manager, the complaint can move directly to Stage 2.
The person receiving the complaint should send the foster carer an acknowledgement letter – (see template letter - Appendix A - Template Acknowledgement Letter) within 2 working days of receipt. The complaints team should be notified of the complaint immediately for logging and monitoring purposes.
The team manager responsible for the service area complained about should investigate the complaint and provide a response (see template response - Appendix C - Template Stage 1 Response Letter) within 10 working days. The Team Manager must keep the Service Manager informed throughout the process. A copy of the final response should be sent to the complaints team so that they can close the complaint on the complaints database.
If the complaint cannot be responded to within 10 working days the foster carer should be sent a holding letter (see template letter - Appendix B - Template Holding Letter) to explain the reason for the delay and provide a revised response date, which should be no later than a maximum of 20 working days from receipt of complaint.
If the foster carer remains dissatisfied with the response, they have the right to escalate their complaint to stage 2 within 20 working days of their response.
2.5 Stage Two- Formal Investigation
A request for a formal investigation should be made in writing to the complaints team, setting out the outstanding issues of complaint and providing detail of the desired outcomes. The complaints team will record the stage 2 complaint on receipt of the written request and acknowledge the request within 2 working days. The complaints team can assist the foster carers with setting out their complaint at stage 2.
The service manager will investigate the complaint and send out a response within 20 working days (see template letter- Appendix D - Template Stage 2 Response Letter).
If the foster carer remains dissatisfied with the stage 2 response they can submit their complaint to the Independent Adjudicator, within 20 working days.
2.6 Stage three - Independent Adjudicator
The foster carer should make their complaint in writing to the;
Independent Adjudicator
FREEPOST
Lewisham Town Hall
Rushey Green
London
SE6 4RU
An acknowledgement letter will be sent to the foster carer within 2 working days to confirm receipt of the complaint. The Independent Adjudicator will review the complaint. A response will be provided within 30 working days outlining;
- any new decisions following the review of the complaint
- Any new action to be taken
- How to complain to the Local Government Ombudsman
2.7 Withdrawal of Complaints
Complaints may be withdrawn orally or in writing at any time. The complaints team must be informed immediately if this happens. The complaints team should contact the foster carers to confirm their decision before closing their records.
The service manager and complaints manager should consider whether further investigation is required of the issues raised, under the management procedure.
3. Appendices
Appendix A – Acknowledgement Letter
Click to view Acknowledgement Letter.Appendix B – Holding Letter
Click to view Holding Letter.Appendix C – Stage 1 Response Letter
Click to view Stage 1 Response Letter.Appendix D – Stage 2 Response Letter
Click to view Stage 2 Response Letter.
End