Complaints, Concerns and Compliments Audit - Supported Living

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