1. SUPPORTING PEOPLE COMPLAINTS POLICY SP Provider forums 10 th, 13 th & 14 th September 2012

2. Background Lack of clarity with existing LCC Complaints procedures and SP Identified a need for SP documented approach to complaints Individual complaints to SP have been addressed and managed as they have arisen

3. Rationale for the SP Complaint Policy Have open and transparent process with providers for dealing with complaints Enable SP to monitor trends & analyse information about complaints SP being able to 'Close down’ complaints Seeking continuous improvement for clients

4. Principles of the SP Complaints Policy The supporting people team is committed to dealing effectively with complaints in order to help to improve service delivery to all service users irrespective of age, race, culture, gender, sexuality or disability.

5. What is a complaint within the SP policy? A complaint is a written or verbal expression of dissatisfaction about the actions, decision or apparent failings of a supporting people commissioned service. It may include: Concern about the quality or appropriateness of a service An unwelcome or disputed decision

6. Who May Complain A client/service user (in receipt of sp subsidy) Someone who has been turned down for a service to which they think they are eligible A representative of a client/service user acting with their consent, and in their interests.

7. Who may complain Or anyone (including members of the public) who is affected or is likely to be affected by the actions, decisions or omissions of the service which is subject of the complaint.

8. Complaints from Self Funders Encourage to use providers complaints arrangements Direct to the Housing Ombudsman or the Local Government Ombudsman A contract review may be considered as detailed in the terms and conditions of the contract.

9. What is not covered The person does not meet the requirements of ‘who may complain’ and is not acting behalf of such an individual Or the complaint is made by another organisation or statutory body or by someone employed by such an organisation acting in a professional capacity

10. Complaints about Supporting People Complaints about action taken by the supporting people team, team members or decisions made by the Supporting People Commissioning Board should be addressed via the LCC Adult Social Care arrangements for handling complaints.

11. Annual Reporting & Evaluation The head of the supporting people team is responsible for ensuring compliance with the complaints policy On an annual basis the complaints data and the effectiveness of the complaints handling arrangements will be reviewed. A full report covering the supporting people year presented to the commissioning board.

12. Complaint handling arrangements – Initial Considerations Complaint Received by SP who would establish: Is there a need to refer to safeguarding? Can the complaint be resolved immediately (within 2 working days)? Check whether the client self funded?

13. Complaint handling arrangements - Service Providers Advise the complainant to use their providers complaints process - unless exceptional circumstances indicate that this would not be appropriate Contact the provider about the complaint and request notification of the outcome SP may request a copy of the providers complaint procedure information

14. Complaint handling arrangements by SP The client has exhausted the providers complaints process and wishes SP to investigate The nature of the complaint and the desired outcomes recorded in a complaint plan. Specified timescales for SP to follow

15. Complaint handling arrangements - SP Conclude with response notification, and any action to be taken if appropriate This may include a review under contract management Any learning from the complaint used to promote service improvements

16. SUPPORTING PEOPLE COMPLAINTS POLICY Any initial comments or questions before we go into the discussion groups?