Whether you are feeling happy or unhappy
with the help we are giving you...
Let us know!
We want to get things right
For children and young people wishing to make a comment or complaint
Text
07810 790580
Phone
07810 790580
How do I contact the let us know helpline?
Are you...
☺ Living in a children’s home or with a foster carer?
☺ Caring for someone who depends on you?
☺ Being helped or supported by a social worker or support worker?
If you answer yes to any of the above, then this leaflet is for
you.
It will explain how you can tell us what you think about the
services we provide. It can be used to tell us when we have done
things well, or if you think things have gone wrong.
I am unhappy - what can I do
Tell someone you trust. This might be your social worker or
support worker, a parent, foster carer, friend, teacher or
someone at your review. We know it can be hard to talk about your
worries, but if you tell someone they can start to make it better.
You might feel that you can’t talk to your social worker or carer,
or maybe feel that you have tried to but things still aren’t getting
sorted. If this is the case, you can contact the let us know
helpline.
A helpline worker is here to listen to you and will pass on whatever
you are unhappy about as quickly as possible to the right person.
You can:
☺ Call the let us know helpline on 07810 790580
☺ Send a text to 07810 790580
☺ Send an email to letusknow@slough.gov.uk
☺ Fill in the box at the end of this leaflet or write your own
letter, and send it to us at our FREEPOST ADDRESS
(you don’t need a stamp)
Let us know!
FREEPOST (SCE8944), Slough SL1 3BR
Remember
☺ We will listen to you and take your complaint seriously
☺ We will not blame you for making a complaint
☺ You will not get into trouble for telling us about problems
☺ We will ask you the best way to keep in touch with you
☺ We will talk to all the people involved
☺ We will try to put things right as quickly as possible
2
3
Email
letusknow@
slough.gov.uk
What will happen next?
Let us know!
FREEPOST SCE8944,
Room GN12,
Slough SL1 3BR
What will happen next?
STEP 1
STEP 3
☺ We will talk with you about what you feel unhappy about
☺ You can ask for the results of the investigation to be looked at
again
☺ We will talk to other people involved
☺ A manager will contact you within 10 working days to say if
they agree with your complaint and what they are going to do
about it
Most problems are sorted out at this stage, but if you aren’t
happy with what they say, tell the let us know helpline and take
your complaint to Step 2.
☺ Three people (who do not work for the council) will look into
your complaint further
☺ You will be invited to attend a meeting with these people,
called a Complaints Review Panel, to talk about your complaint.
You can bring someone to support you or to speak on your
behalf
☺ After the meeting they will tell the council’s Director of
Children’s Services what they think should happen
STEP 2
☺ We will ask someone who does not work for the council to look
into your complaint
☺ Another independent person will also be involved to make sure
that the investigation is carried out properly
☺ These people might want to meet with you to be sure they have
understood your complaint
☺ They will write a report and make suggestions to help sort out
your problem. This should take about a month.
If you are not happy with the answer you can take your complaint
to Step 3.
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If you are still not happy with the result, you can take your
complaint to Ofsted and explain your situation:
Ofsted Southern Region, Complaints
Freshford House
Redcliffe Way
Bristol
BS1 6NL
Telephone: 0300 123 1231
Please remember that at any stage in the process you may
bring along someone to help and support you with your
complaint.
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Phone
07810 790580
Who can help me to complain?
Let us know!
Please write your
comments in the
box below
My comments
You could ask your social worker, teacher, or a friend to help you.
You do not have to do this by yourself.
There is an “Advocacy Service” which helps young people in care
to have their voice heard. They can provide someone to visit or
meet with you to help you write your complaint and support you
while your complaint is being looked at. This person is called an
advocate. Ask the let us know helpline about this support.
To contact the Advocacy Service you can:
☺ Call them on 01753 476501
☺ Send an email to andelina.kadri@slough.gov.uk
☺ Or write to them at:
Date
Advocacy Service
St Martins Place, 51 Bath Road, Slough SL1 3UF
My name is
My address is
Postcode
Other useful contacts
My age is
Email
My telephone number is
How would you like us to contact you? Phone
NSPCC
24 hour free helpline Freephone: 0808 800 500
Childline
24 hour free helpline Freephone: 0800 1111
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Letter
What time of day can we contact you?
Tear off this slip, put it in an envelope and send it to:
Let us know, FREEPOST (SCE8944), Slough SL1 3BR.
You do not need a stamp.
Email
Designed and printed by Slough Borough Council
SS/5298/13-06-12