Complaints, Concerns and Compliments Audit - Supported Living
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- Q1: Is there a clear and accessible complaints policy that is tailored to supported living settings?
- Q2: Are tenants informed of their right to raise complaints or concerns at the start of the service and regularly thereafter?
- Q3: Are easy-read or alternative format versions of the complaints process available to tenants who need them?
- Q4: Are multiple ways to raise a concern or compliment provided (e.g., in person, phone, written, through advocates)?
- Q5: Are all complaints acknowledged within the timescales defined in the complaints policy?
- Q6: Are complaints investigated promptly, fairly, and in a way that protects confidentiality and dignity?
- Q7: Are outcomes and follow-up actions clearly documented and communicated to the tenant (or their representative)?
- Q8: Are staff trained in responding to complaints with empathy, professionalism, and respect for tenant rights?
- Q9: Are informal concerns logged and reviewed to identify trends or issues requiring formal attention?
- Q10: Are compliments and positive feedback recorded and shared with staff to encourage morale and best practice?
- Q11: Are family members or advocates able to raise concerns on behalf of tenants with appropriate consent?
- Q12: Are complaints and compliments reviewed regularly at team or governance meetings for service learning?
- Q13: Are tenants supported to access independent advocacy if they feel unable to raise issues themselves?
- Q14: Is there a culture that welcomes feedback and views it as an opportunity for improvement, not blame?
- Q15: Are complaints related to safeguarding escalated appropriately and in line with local protocols?
- Q16: Are complaints categorised and tracked to identify recurring themes or areas of risk?
- Q17: Are staff made aware of complaint outcomes and any changes to practice or policy that result?
- Q18: Are anonymous complaints treated seriously and investigated where appropriate?
- Q19: Is feedback requested proactively (e.g., through tenant satisfaction checks or exit interviews)?
- Q20: Are lessons learned from complaints used to improve policies, training, or staff conduct?
- Q21: Are service users informed of external escalation options (e.g., CQC, Ombudsman) if they remain dissatisfied?
- Q22: Are staff confident in raising their own concerns or whistleblowing in a supportive environment?
- Q23: Are responses to compliments or complaints timely, clear, and tenant-focused?
- Q24: Is there evidence that feedback (positive and negative) leads to visible changes in the service?
- Q25: Are trends in complaints used in quality reports and service development planning?
- Q26: Is feedback sought from those less likely to complain (e.g., people with communication difficulties or cognitive impairments)?
- Q27: Is complaints data disaggregated (e.g., by theme, protected characteristic) to ensure equity and access?