Compliments and complaints
For Orchard Care Fostering
We want to hear from you about our standard of service, things we do well, and things we could do better. Please use the forms below to provide your feedback. Orchard Care Fostering is a friendly, not-for-profit fostering agency, established in 2005 that covers the North East.
We want to hear from you
Orchard Care does everything in its power to maintain a consistently high standard of service. If you would like to pass on your compliments to a particular member of staff member, foster carer, or to the agency in general, we would love to hear your feedback. It's one of the things that helps to remind us of what we do well so we can do more.
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We also appreciate that there may be times when you are unhappy with the standard of service you have received. This could be the service we have provided to you as a foster carer, or you may be a child/young person who wishes to make a complaint about an individual who is caring for you.
Please try to be as thorough as you can so that we can deal with the issue as fairly and effectively as possible.
Compliments
You can send your compliments to us using the messaging service on the right or alternatively you may call us and speak to our registered manager on 0191 378 4444.
Complaints
We are always striving to improve our services, and welcome your comments. Please use the form to the right, if you wish to complain about any aspect of our service.
In addition to completing this form, you can also write to us or call our registered manager on 0191 378 4444.
Complaints procedure:
There are three steps to our complaints procedure which have been developed in accordance with the Fostering Services Regulations 2011 (Reg 18) and National Minimum Standards (Std.1. and 21.11).
Complaint from a foster carer, or child or young person:
1. You, or someone on your behalf, makes a verbal complaint to Orchard Care. This is passed to our registered manager. Your social worker is informed and Orchard Care will attempt to resolve the issue with you. If you are unhappy with the resolution you can ask for the matter to be looked at further.
2. You will be helped to put your complaint in writing, either by yourself or a person you nominate. An investigating officer – usually the registered manager – will be appointed. Once the investigation is completed, any agreed action is carried out and a report is written. If you are unhappy with the resolution, you can ask for the matter to be looked at further.
3. A review panel is requested and a meeting with panel members is held to discuss the issue. Once the investigation is completed, you, your representative and any other involved parties will receive the outcome in writing, and any agreed action will then be carried out.
While complaints can be made in confidence, this can make the investigation of a complaint difficult.
If there is any indication that a complaint involves a child being at risk of harm, Orchard Care will pass on the information to the statutory agencies.
All complaints are treated with the strictest confidence. You will not be discriminated against for making a complaint.
What if my complaint isn’t resolved?
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You can complain to Ofsted. Ofsted is the independent regulator and can look into your concerns. You can call them on 0300 123 1231, visit the Ofsted website, or write to them at:
Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD
We want to offer foster children the opportunity to live happily in a family setting.
If you have any comments at all on our service - good or bad - we are always open to feedback.
0191 378 4444 (24 hour line)
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Our offices are open on weekdays only -
Mon to Thurs 8.30am-5pm,
Fri 8.30am-4.30pm
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You can also get in touch with us by emailing info@orchardcare.org.uk