Tell us when we get it wrong.
Guided Heights Care is committed to providing a high-quality service to young people and professionals. We aim to create a fair, open and transparent environment where feedback, concerns and complaints are welcomed. All concerns and complaints are taken seriously: we listen carefully, investigate thoroughly where that is needed, and respond respectfully.
No one is disadvantaged for raising a concern
Everyone has the right to raise concerns, objections or complaints about the services they receive without fear of discrimination, disadvantage or intimidation. If a Local Authority or another professional wishes to raise a concern on behalf of a young person, that is welcome too.
Who can raise a complaint
- Young people living in our accommodation
- Local Authorities and other professionals, including on behalf of a young person
- Family members and significant others
- Visitors to the service
Young people are also told about the complaints procedure in their Young Person's Guide, and can raise a matter with their Key Worker, a Support Worker, the Registered Service Manager, or at a monthly house meeting.
From a quiet word to a written outcome
We understand that when people are dissatisfied they want their concerns addressed quickly. These are the routes available.
- 01
Feedback and everyday concerns
Some concerns are straightforward and can be resolved on the spot. Share feedback or a concern informally with any member of the Guided Heights Care staff team or with senior management, and it can often be addressed immediately by staff or with the support of the manager. Feedback handled this way is also a learning opportunity, and we share it across the organisation.
- 02
Making a formal complaint
Where expectations have not been met, a formal complaint may be the right route. Formal complaints should ideally be made in writing and addressed to the Home Manager. This makes sure the complaint is recorded and can be properly investigated. If the complaint relates to a specific event, please raise it as soon as possible after the incident.
- 03
Investigation within 7 days
All formal complaints are investigated within 7 days. We keep the complainant informed of progress throughout, and make sure appropriate action is taken.
- 04
A written response
While we often give a verbal response, particularly to young people, we always follow up in writing. The written response is kept on the young person's file for record keeping, and the outcome feeds into how we improve the quality of care we provide.
How to make a complaint
Put your complaint in writing and address it to the Home Manager. You can post it to our registered address or send it by email.
By email
info@guidedheightscare.co.uk
By post
The Home ManagerGuided Heights Care
20 Wenlock Road
London, N1 7GU
Being confirmed
If you are not satisfied with our response
The Statement of Purpose sets out our internal complaints process but does not name an external escalation route. Guided Heights Care to confirm the escalation route to publish here, for example the placing authority's own complaints procedure or the relevant external body.
Have a concern about a young person's safety?
A safeguarding concern should not wait for a complaints process. Contact us and ask for the designated person responsible for safeguarding.