includem values your feedback. We like to hear about what will make our support the best possible for everyone. We want to hear your ideas about new things we could do, things we should stop doing or when we have got it wrong. This gives us an opportunity to learn and get better.
The United Nations Convention on the Rights of the Child gives children the right to have a say in the decisions that affect them. We take this right very seriously in everything we do. We involve young people in designing our services, in influencing the government and in making things better for them and others. For example, children and young people helped us develop this app.
We would like to hear from you about what you think would make things better for you or others. Let us know if you have ideas about new things we could do or if there are things you think we should stop doing.
You can do this a few ways:
• You could tell your includem team and ask them to pass it on,
• you could phone us and ask to speak to a Manager,
• you could complete the form using the QR code.
If you want us to, we will let you know what we have done with your ideas and suggestions. We try really hard to provide the best possible support to you and your family but unfortunately, we won’t always get that right. If this happens to you then we want to know about it, so we can understand what has gone wrong and work with you to make it better.
Some people worry about making complaints. They might worry about hurting people’s feelings or that they will be made to feel bad about the complaint they made. We can assure you that this won’t happen. We want to hear your complaint so we can make it better for you and others.
You can make a complaint in the same way you can give feedback:
• You can tell your includem team and ask them to pass it on,
• you can phone us and ask to speak to a Manager,
• you could complete the form using the QR code.
The person you have complained to will listen and decide who is best to deal with your concern. If it is very serious then the Manager might arrange for someone else to speak to you, such as a more senior manager. Nothing will happen without the Manager speaking to you first.
Your complaint will be taken seriously and you will be contacted within 7 days, and we will explain the next steps. We will fully investigate your complaint and tell you what we are going to do about it. If you are still unhappy after this, we will give you information about what to do next.
If for any reason you don’t want to talk to us about what has gone wrong, don’t worry – we won’t take it personally.
You have a couple of options:
• You could speak to your social worker or the person who referred you to includem.
• You can also contact the Care Inspectorate on 0345 600 9527.