Anyone can complain: a young person we support, a family member, a professional, a neighbour or a member of the public. Making a complaint will never affect the support a young person receives.
How to complain
- Talk to any member of staff
- Email info@stridewellliving.com
- Call 020 8187 1975 (08:00–18:00)
- Write to: Complaints, STRIDEWELL LIVING LTD, Office 22403, 182–184 High Street North, London, E6 2JA
If you need help making a complaint, such as an advocate, an interpreter or another format, tell us and we will arrange it.
What happens next
- Quick resolution. Where possible, staff will try to sort the issue out straight away.
- Formal complaint. If you are not satisfied, or the issue is serious, we will acknowledge your complaint in writing within 3 working days and investigate it.
- Our response. We will send a full written response within 20 working days, explaining what we found and any action we are taking. If we need longer, we will tell you why and when to expect it.
- Review by a director. If you are still unhappy, ask for a review within 20 working days of our response. A director will review it and reply within 20 working days.
If you are still not satisfied
If the young person's placement was arranged by a local authority, you can raise your concerns with that council's complaints team. You may then be able to contact the Local Government and Social Care Ombudsman (lgo.org.uk).
Safeguarding concerns
If a complaint suggests someone is at risk of harm, we will follow our Safeguarding policy straight away. In an emergency, call 999.
Learning from complaints
We record every complaint, review them regularly and use them to improve our service. Complaint records are kept confidential, in line with our Privacy policy.