Complaints, Concerns and Compliments Audit - Supported Living

Answered 0 / 27(0% complete)

Score

0%

N/A counts as Yes (full credit). Unanswered reduces the score until completed.

Breakdown

0 Yes •0 No •0 N/A •27 Unanswered

0%100%

Answers Overview

0%Score (Yes + N/A)
Yes
0
No
0
N/A
0
Unanswered
27

Questions

0/27 answered

  • Q1 | Unanswered

    Is there a clear and accessible complaints policy that is tailored to supported living settings?

    Supporting Notes
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    Notes are stamped with your name, date and time.

  • Q2 | Unanswered

    Are tenants informed of their right to raise complaints or concerns at the start of the service and regularly thereafter?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q3 | Unanswered

    Are easy-read or alternative format versions of the complaints process available to tenants who need them?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q4 | Unanswered

    Are multiple ways to raise a concern or compliment provided (e.g., in person, phone, written, through advocates)?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q5 | Unanswered

    Are all complaints acknowledged within the timescales defined in the complaints policy?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q6 | Unanswered

    Are complaints investigated promptly, fairly, and in a way that protects confidentiality and dignity?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q7 | Unanswered

    Are outcomes and follow-up actions clearly documented and communicated to the tenant (or their representative)?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q8 | Unanswered

    Are staff trained in responding to complaints with empathy, professionalism, and respect for tenant rights?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q9 | Unanswered

    Are informal concerns logged and reviewed to identify trends or issues requiring formal attention?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q10 | Unanswered

    Are compliments and positive feedback recorded and shared with staff to encourage morale and best practice?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q11 | Unanswered

    Are family members or advocates able to raise concerns on behalf of tenants with appropriate consent?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q12 | Unanswered

    Are complaints and compliments reviewed regularly at team or governance meetings for service learning?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q13 | Unanswered

    Are tenants supported to access independent advocacy if they feel unable to raise issues themselves?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q14 | Unanswered

    Is there a culture that welcomes feedback and views it as an opportunity for improvement, not blame?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q15 | Unanswered

    Are complaints related to safeguarding escalated appropriately and in line with local protocols?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q16 | Unanswered

    Are complaints categorised and tracked to identify recurring themes or areas of risk?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q17 | Unanswered

    Are staff made aware of complaint outcomes and any changes to practice or policy that result?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q18 | Unanswered

    Are anonymous complaints treated seriously and investigated where appropriate?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q19 | Unanswered

    Is feedback requested proactively (e.g., through tenant satisfaction checks or exit interviews)?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q20 | Unanswered

    Are lessons learned from complaints used to improve policies, training, or staff conduct?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q21 | Unanswered

    Are service users informed of external escalation options (e.g., CQC, Ombudsman) if they remain dissatisfied?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q22 | Unanswered

    Are staff confident in raising their own concerns or whistleblowing in a supportive environment?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q23 | Unanswered

    Are responses to compliments or complaints timely, clear, and tenant-focused?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q24 | Unanswered

    Is there evidence that feedback (positive and negative) leads to visible changes in the service?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q25 | Unanswered

    Are trends in complaints used in quality reports and service development planning?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q26 | Unanswered

    Is feedback sought from those less likely to complain (e.g., people with communication difficulties or cognitive impairments)?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

  • Q27 | Unanswered

    Is complaints data disaggregated (e.g., by theme, protected characteristic) to ensure equity and access?

    Supporting Notes
    No notes yet.
    Notes are stamped with your name, date and time.

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