Your voice matters
You have the right
to speak up.
If something is not right, we want to hear about it. Raising a concern will not affect your right to be treated fairly and with respect.
Choose how to tell us
You can speak to a staff member, write to us, email, ask someone to speak on your behalf or make an anonymous complaint. Young people, families, professionals and members of the public can raise concerns.
For general complaints, email [email protected] or call 0191 312 1022. You can also ask for our full Complaints Policy.
What happens next
We try to resolve concerns informally where appropriate. If a formal complaint is needed, the Registered Service Manager oversees it. Our Statement of Purpose sets a 14-day timescale for each complaint stage, including investigation, an action plan and a written outcome.
If your complaint involves the manager
You can contact the Nominated Individual directly: [email protected].
If you need further help
You can speak with your social worker or placing authority about unresolved concerns and appropriate independent routes. Information about raising concerns with Ofsted is available on GOV.UK.
If someone may be at risk of harm, use the safeguarding route. Do not wait for the complaints process if there is immediate danger.