1.1.4 Representations and Complaints

RELEVANT DOCUMENTATION

This chapter was updated in January 2009

The following documents can be provided to customers to assist them in making a complaint.

Introduction
Stages 1- 3 for Complaints
Advocacy
Local Councillors
Local Government Ombudsman

1. Introduction

Lambeth Children and Young People's Service aims to ensure that customers receive reliable, responsive, and effective services. However, sometimes things do go wrong and the complaints procedure helps the Council to put matters right.

Lambeth Children and Young People's Service deals with representations and complaints from children and young people who are looked after by the Council or are in need. Adults can also make a complaint on their behalf and the procedure is defined in law.

2. Stages 1 - 3 for Complaints

There are three stages to the Council's complaints procedure. There are also definite timescales defined in law, by which the customer can expect a full response, although this may not always be possible. If there are any delays, the customer should be informed and encouraged to contact the Complaints Manager at any point to check on progress or to discuss any issues that arise.

STAGE 1

If a customer is not happy with a service, it is always best for them to speak with the Social Worker or Team Manager first, who should try to resolve the customers concerns informally. This can often be a quicker way of resolving the concern.

If the customer wants to put their complaint in writing, they can be advised to send the complaint to either the Team Manager or the Complaints Manager.

Whether or not the customer puts the complaint in writing, we will aim to provide a response within 10 working days of receiving the telephone or written complaint, (or 20 working days if the complaint is complex). If the customer is unhappy with the response they can be advised that they can take their complaint straight to Stage 2, which is to the Complaints Manager.

STAGE 2

On receiving the complaint, the Complaints Manager will appoint a senior Manager, from a different service to investigate the complaint. An independent person from outside of the Council will help this Manager. This is to ensure that the investigation is fair.

The customer should receive a response and a copy of the investigator's report within 25 working days, with a maximum of 65 days for some complaints.

STAGE 3

If the customer is still unhappy with the outcome of Stage 2, they can appeal to a review panel consisting of three independent people. The complainant and a representative of their choice may attend the panel meeting.

The panel will meet to consider the complaint within 30 working days of the complainant's request. The panel will make recommendations to the Executive Director of Children and Young People's Service and a copy of the panel's letter will be sent to the complainant. The Director will make the final decision on behalf of the Council and will write to the complainant within 20 working days of the Panel Hearing.

3. Advocacy

For children who are looked after by the Council, if requested, the Complaints Manager can arrange for them to speak to an advocate who can speak on their behalf. The advocate is independent of the Council.

4. Local Councillors

The Complaints Procedure does not affect the customer's right to seek assistance from their local Councillor or MP. Councillors can put forward complaints and requests about the CYPS service via the Customer Care Officer using the Members Enquiry procedure. The Customer Care Officer ensures that all members' enquiries are recorded, investigated and responded to within corporate deadlines.

The Complaints Manager should inform complainants of the name and contact addresses of their local Councillors. The Members of Parliament in the Lambeth area are:

Dulwich & West Norwood - Ms. Tessa Jowell
Vauxhall - Ms. Kate Hoey
Streatham - Mr. Keith Hill

5. Local Government Ombudsman

The Local Government Ombudsman Office (LGO) investigates complaints about councils and other authorities, with the aim of putting things right if they have gone wrong.

They are appointed by Her Majesty the Queen and are completely independent of the Government and the council. The LGO will usually only take on complaints that have already exhausted the council's own complaints procedures. The Corporate Complaints Unit, in liaison with the Customer Care Officer, ensures that all complaints from the LGO are recorded, monitored and responded to within the corporate deadline.

The Local Government Ombudsman can be contacted at:

The Oaks
No 2 Westwood Way
Westwood Business Park
Coventry
CV4 8JB

0247 682 0000

Contact

Dunevia Bakpa
Customer Care Officer
Commissioning & Performance
Children and Young People's Service

Tel: 0207 926 9777
Fax: 0207 926 9778
Email: dbakpa@lambeth.gov.uk