Complaints, Comments & Compliments Procedure/Policy
We strive to improve our service. We need to know what you think.
The aim of this policy is to provide all service users with ways to communicate their views about our service.
We welcome complaints, constructive criticism, comments and compliments because they help us identify what we do well and where we need to improve.
You can tell us by:
- Emailing us at [email protected]
- Telephoning us on 0151 511 7733
- Writing to us at, Halton SEND Partnership, Information advice and support service, Brookvale Childrens Centre, Woodhatch Road Runcorn, WA7 6BJ
- Completing evaluation forms at training events
- Completing feedback surveys when you receive them
- Giving us feedback when a worker has worked with you
- A face to face appointment.
If you indicate that you want a reply we will gladly respond.
- If you wish to make a comment or compliment about a member of staff or the service that you have received it would be best to contact the Halton SEND Partnership Officer.
- If you wish to make a complaint about a member of staff or the service you have received please see the stepped procedure below.
- Step One: We hope that most things that you are concerned about can be resolved quite easily by discussing them with the HSPO (Halton SEND Partnership Officer) at the earliest opportunity.
- Step Two: If you are not happy that the matter is resolved you should contact the Divisional Manager (Inclusion 0-25)
- Step Three: If you are not happy that the matter is resolved or you are not satisfied with the response from the Divisional Manager you should contact the Operational Director, Learning and Achievement.
Complaints, comments and compliments about another service.
There are different routes for expressing your views about an educational setting, the Local Authority, NHS, etc. The first step would be to discuss your intention with your SEND Partnership Officer. They will inform you of the appropriate channel and may support you with the process. Complaints, constructive criticism, comments and compliments are ways in which the quality of any service is maintained and developed.
What impartiality means to us?
It is important that Halton SEND Partnership (HSP) act impartially because:
Our interest is in the needs of the parent/carer or young person who is contacting us; we will listen to the needs of the young person or parent/carer and offer advice and support based on their situation. Advice provided will be factual based upon guidance and legislation. It is not in the interest of the HSP to bias one perspective or the other as there is no vested interest in the outcome of any enquires.
HSP will not make decisions for children, young people or their parents/carers; or require them to take action that they do not want to take. We will provide information so that children, young people and parents/carers can make their own, informed decisions.
How will impartiality be maintained?
Following initial contact with the service a copy of this impartiality policy will be sent out.
Parents and young people will not be forced or coerced into taking action. Information, advice and support will be given; parents/ carers, children and young people will then decide whether they wish to follow up on the information and advice given. Parents/carers and young people will be encouraged to speak for themselves and ensure their views are heard.
Halton SEND Partnership IASS will not pass judgment on the views and decisions made by children, young people or parent/carers, and will not offer personal opinions but provide information and advice based on guidance and legislation. If there is any conflict of interest this will be declared and steps taken to remove any potential issues.
HSP do not act on behalf of Halton Local Authority or any other service or education setting. Halton SEND Partnership is required to meet nationally agreed Quality Standards for SENDIASS services, including standard 1.2 ‘The IASS has its own identity and branding and is a dedicated and easily identifiable service. It is, and is seen to be, separate from other LA services and functions.’
The impartiality policy will be published on the services public website: www.haltonparentpartnership.co.uk
Every parent/ carer , child or young person that contacts the service will be sent a copy of the policy.
Sharing information – Privacy Notice
Unless we have your permission to do so, we won’t share your personal information with any organisations or individuals outside of Halton SENDIASS. The only exception would be where a failure to share your personal information would lead to a risk of significant harm to you or others.
Halton SENDIASS takes your privacy seriously. We will only use your personal information to provide services or information to you, or to create anonymised data for general reporting and statistical purposes. We will ask for your consent to store your personal information (securely, under data protection legislation) and you may give this consent verbally or in writing. You have the right to withdraw this consent at any time. You can ask us to delete your personal information at any time.
You can ask to see the personal information that Halton SENDIASS holds about you, and can choose to receive that personal information in paper or electronic form. You have the right to ask us to correct any inaccuracies in the personal information that we hold about you and you can also choose to reuse your personal information for your own use, e.g. give it to another organisation.
Ensuring the effectiveness of the policy
All staff have been informed of the policy and must adhere to it in their practice. On first contact with the service children, young people and/or the Parents / Carers who represent them will be sent a copy of this policy in a welcome pack, posted to their home address.
What is confidentiality?
- Keeping what you say private
- When you talk to us we will not tell other people what you said. We will keep it private.
- Sometimes we may think it is a good idea to talk to other people about what you tell us, like your parents, teachers or doctors.
- We will always ask you if this is ok first. You can say yes or no.
- There are a few times when we will have to tell someone else what you said:
- We sometimes tell our managers so they can check that we are doing a good job.
- We will write information about our meetings on our computers.
- Only people we work with will see this information.
- We will also have to tell someone if we are worried that someone is being hurt or might be hurt. If this happens, then we will talk to you about it first.
Halton SEND partnership Information, advice and support service (IASS) seeks to create a culture where people of all backgrounds and experience feel appreciated and valued. It is committed to achieving equality of opportunity in its service delivery. All service users will be treated fairly and without discrimination. Discrimination on the grounds of race, nationality, ethnic or national origin, religion or belief, gender, transgender, marital status, sexual orientation, disability, age or any other unjustifiable reason will not be tolerated.
The Equality Act 2010 strengthens and brings together into one Act all previous legislation around Equality and Diversity. The Act also introduces the concept of ‘protected’ characteristics and all have equal rights and protection from discrimination under legislation, regardless of: – Age, Gender, Disability, Faith/religion, Race/ethnicity, Sexual orientation, Pregnancy/maternity, Gender reassignment, Marital/civil partnership status.
In Halton two further vulnerable groups have been identified: Carers, Socio – economic disadvantage
Equality and Diversity Context in Halton
The following link gives leads to a range of features of the demographic and other Census information about Halton:
Halton SEND Partnership IASS share and support Halton Borough Council’s (HBC’s) vision:
The Council’s vision is simply to do all within our power to create, promote and sustain an equal society and an environment that fosters positive interactive relationships where people are treated with respect, dignity and fairness.
In pursuit of this vision we have adopted the following aspirational definition of equality based upon the idea of equal life chances1
‘An equal society protects and promotes equal, real freedom and opportunity to live in the way people value and would choose, so that everyone can flourish. It recognises people’s different needs, situations and goals and removes the barriers that limit what people can do and can be’.
(Extract from HBC Single equality scheme 2016 – 2019)
Publication of this policy: November 2016
Review scheduled: November 2018