Complaints, Concerns and Compliments Audit - Supported Living

Evidence to check

• • Complaints policy is current and specific to supported living
• • Policy explains how tenants, families, advocates and others can raise concerns
• • Policy reflects tenant rights, privacy, dignity and choice
• • Staff can explain the complaints process in practical terms

Evidence to check

• • Records show complaints information was shared at the start of support
• • Complaints information is revisited during reviews or keyworker sessions
• • Tenants can explain who they would speak to if unhappy where possible
• • Information is provided without implying complaints will affect support

Evidence to check

• • Easy-read or alternative format complaints information
• • Communication needs are reflected in support plans
• • Staff know how to explain the process in a way the tenant understands
• • Accessible information is reviewed and updated when the process changes

Evidence to check

• • Complaints process allows verbal, written, digital, in-person and representative routes
• • Support plans identify preferred communication methods
• • Staff record concerns raised informally as well as formally
• • Tenants are supported to use an advocate or trusted person where needed

Evidence to check

• • Complaint acknowledgement records
• • Timescales match the complaints policy
• • Tenant or representative is given a clear next step
• • Delays are explained and recorded

Evidence to check

• • Complaint investigation records
• • Tenant's account is recorded respectfully
• • Relevant records, staff accounts and evidence are reviewed
• • Confidentiality is maintained and information is shared only where appropriate

Evidence to check

• • Written or recorded complaint outcome
• • Outcome includes findings, actions and timescales
• • Communication is accessible to the tenant
• • Follow-up confirms whether the tenant feels the issue was resolved

Evidence to check

• • Training records covering complaints, communication, dignity and rights
• • Staff can explain how they respond if a tenant complains during support
• • Staff do not become defensive, dismissive or punitive
• • Supervision addresses complaint handling where needed

Evidence to check

• • Informal concerns log or daily notes
• • Repeated low-level concerns are reviewed for patterns
• • Concerns are escalated to formal complaint or safeguarding where needed
• • Managers act before concerns become repeated harm or poor experience

Evidence to check

• • Compliments log or feedback records
• • Positive feedback shared with staff where appropriate
• • Tenant consent considered before sharing personal examples
• • Good practice themes are used in supervision, team meetings or training

Evidence to check

• • Consent to involve family, advocate or representative is recorded
• • Representative concerns are taken seriously
• • Tenant's own views are sought wherever possible
• • Staff understand when concerns can be raised without consent due to safeguarding risk

Evidence to check

• • Team meeting or governance minutes
• • Complaint themes and compliments are reviewed
• • Actions are agreed and tracked
• • Learning is shared with staff while maintaining confidentiality

Evidence to check

• • Advocacy information available in accessible formats
• • Advocacy referrals or signposting records
• • Support plans identify when advocacy may be needed
• • Tenants are offered advocacy for serious, repeated or difficult concerns

Evidence to check

• • Tenant and staff feedback about openness and listening
• • Managers respond positively to concerns
• • Staff are not discouraged from recording complaints
• • Examples show feedback has led to improvement

Evidence to check

• • Complaint records are screened for safeguarding concerns
• • Safeguarding referrals made where threshold is met
• • Rationale recorded where safeguarding is considered but not referred
• • Protective actions are taken promptly where the tenant may be at risk

Evidence to check

• • Complaints tracker includes themes, dates, outcomes and actions
• • Trends are reviewed by manager or governance group
• • Patterns are identified by tenant, staff member, house, issue type or partner agency
• • Recurring themes lead to targeted action

Evidence to check

• • Team meeting, supervision or briefing records
• • Learning is shared without breaching confidentiality
• • Staff understand what needs to change
• • Follow-up checks confirm practice has improved

Evidence to check

• • Anonymous complaint records
• • Managers assess possible risk even where complainant is unknown
• • Reasonable enquiries are made where possible
• • Themes from anonymous concerns are reviewed alongside other feedback

Evidence to check

• • Tenant satisfaction checks or feedback records
• • Feedback is sought at different points in the service journey
• • Exit or move-on feedback is collected where appropriate
• • Feedback methods are adapted to communication needs

Evidence to check

• • Lessons learned records
• • Policies, procedures or support plans updated after complaints
• • Training or supervision arranged where complaints identify gaps
• • Staff conduct concerns are managed fairly and promptly

Evidence to check

• • Complaints information includes external escalation routes
• • Outcome letters or explanations include next steps
• • Tenants are supported to understand external options
• • Staff do not discourage tenants from contacting external bodies

Evidence to check

• • Whistleblowing policy is accessible
• • Staff can explain how to raise concerns outside normal line management
• • Whistleblowing concerns are recorded and acted on
• • Staff are protected from retaliation or negative treatment

Evidence to check

• • Response letters or communication records are clear and respectful
• • Responses address the issue raised rather than using generic wording
• • Tenant impact is acknowledged
• • Responses include apology, explanation or action where appropriate

Evidence to check

• • Quality improvement actions linked to feedback
• • Changes made to rotas, staffing, support plans, communication or policies
• • Tenants are told what changed where appropriate
• • Impact of changes is reviewed

Evidence to check

• • Quality reports include complaints, concerns and compliments data
• • Themes are analysed over time
• • Trends influence service development or improvement plans
• • Senior leaders review progress against complaint-related actions

Evidence to check

• • Alternative feedback methods used for tenants who may not complain directly
• • Staff observe changes in mood, behaviour or engagement as possible signs of dissatisfaction
• • Advocacy or trusted-person support offered where needed
• • Managers check that quieter tenants are not overlooked

Evidence to check

• • Complaints data analysed by theme, location, communication need or protected characteristic where appropriate and lawful
• • Managers review whether some tenants are underrepresented in feedback
• • Actions are taken where access to complaints routes is unequal
• • Analysis is used to improve inclusion, accessibility and fairness

Evidence to check

• • Complaints involving housing or tenancy matters are recorded
• • Responsibilities between care provider and housing provider are clarified
• • Housing-related actions are tracked and escalated where delays create risk
• • Tenant is kept informed about who is responsible for resolving the issue

Evidence to check

• • Tenant feedback after complaint closure
• • No evidence of negative treatment after complaint
• • Staff conduct is monitored where complaint involves staff attitude or behaviour
• • Managers check whether the tenant still feels safe and respected

Evidence to check

• • Complaint audit records
• • Audit reviews tenant voice, fairness, evidence, outcome and learning
• • Actions from audits are tracked through governance
• • Audit findings lead to improved complaint handling practice