At Orchard House, we believe that listening to feedback—whether it's a concern or a compliment—is vital to continuously improving the services we provide to young people. Most complaints, when addressed early, openly, and honestly, can be resolved locally, and we are committed to handling them with care and professionalism.

We also encourage you to share your compliments when things go right, as positive feedback makes a meaningful difference to our team’s morale and helps us understand and replicate what works well.

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Our Commitment to Handling Complaints

We respect and uphold the rights of young people, their families, and representatives to share any concerns about the services they receive. To ensure transparency and accessibility, we provide clear, easy-to-understand complaints literature tailored to the communication needs of our residents and their families.

Key features of our complaints process include:

• Acknowledgement of written and/or serious verbal complaints within three working days.

• Investigation and resolution of complaints, wherever possible, within 14 days—and no later than 28 days for complex issues.

• Updates to complainants if delays occur, particularly when external agencies (e.g., the police) are involved.

• Auditing of complaints by our Registered Manager to identify trends and ensure continuous improvement.

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Creating a Safe and Inclusive Culture

We recognize that some individuals may feel hesitant to raise concerns. That’s why we also welcome informal feedback—comments, ‘grumbles,’ or worries—which we treat as opportunities to learn and improve.

Complaints, compliments, and all feedback are documented as part of our quality assurance processes, enabling us to celebrate successes and address areas for growth effectively.

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Safer Recruitment Practices

At Orchard House, safeguarding begins with our recruitment process. We are dedicated to selecting the right people for working with children and vulnerable adults. This includes:

• Stringent safer recruitment practices, such as detailed background checks and vetting.

• Ensuring that all staff demonstrate the values, professionalism, and compassion needed to provide exceptional care.

Our team is trained to handle complaints and feedback with empathy and respect, fostering a culture of trust and open communication.

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Contact Us

If you wish to make a complaint or provide feedback, you can do so:

• In Person – Speak to any member of our staff.

• By Telephone or Email – Contact our Registered Manager.

• In Writing – Send us a letter detailing your concerns.

• Through an Advocate or Representative – With the appropriate permissions.

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Your voice matters to us, and we are committed to working together to resolve any concerns while celebrating our shared successes.

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