Your right to be heard and taken seriously
We do understand as a young adult, you will have your own opinions and views which might differ to our own. Whilst we may not always agree, we will listen to you and try to resolve any differences so we can move forward in a mutually respectful way. We will also help you when you feel you have been treated unfairly and support you to challenge this.
You have a right to see the information we keep about you, including the files and records written about you when you were in care. We make an effort to share this information with you at an appropriate time and help you to make sense of your individual experiences. We will make sure that a discussion takes place fully explaining this process before you access your records. We recognise that sometimes you may want someone else to support you with this and you have a right to support from an independent advocate if you are thinking about challenging decisions or making a complaint about the care we give you.
Advocacy Service
The Advocacy service is there to support you to speak-up and take part in decisions that affect your life. We are here to tell you about your rights and entitlements and help you understand things clearly.
We are an independent service from your Social Worker or Personal Advisor and will keep our conversations confidential as long as it does not put yourself or others in harm.
Please see below some of the ways we can help you:
- If you are confused by why certain decisions have been made about you.
- If you would like a Children's Rights Advocate to come with you to important meetings such as your ‘looked after children’ (LAC) reviews or pathway planning meetings.
- If you need help to write a wishes and feelings statement to help you say what you want to say and make sure people listen to you.
- If you need information advice about your rights.
- If you are unhappy about the way you are being treated by Children's Services and you are worried about plans being made.
- If you need support in making a formal complaint.
We are based at Kensington Town Hall, however, we are happy to come and meet with you wherever you feel comfortable.
You can contact us directly at [email protected]
Complaints
Children’s social services is part of the children’s department. We accept that things can go wrong but we want to get them right. If you are not happy about the way you have been treated, we encourage you to speak to the Team/worker who are supporting you to see if they can work with you to sort things out. If you are still unhappy, you have a right to complain and your complaint may help improve services for everyone. We will ensure to put you in contact with a Children’s Rights Advocate who will support you with the complaints process.
Contact us
Customer Relationship Team
Bi-Borough Children’s services
Kensington Town Hall
Hornton Street
London, W8 7NX
Phone: 0207 745 6501
Email: [email protected]