Our Aim:

PSCA Ltd wishes to ensure that the views and concerns of all residents and other stakeholders are heard and acted on to achieve continuous improvement of our service.

We, therefore, welcome complaints and all other comments or suggestions for changes to the way we work.

We recognize that it may not be easy for residents to complain about the Association or the person on whom they depend for support.

We, therefore, need to assure them that making a complaint will not in any way adversely affect the service they receive.

When to complain:

A complaint should be made when we fail to provide the service user with the service that we have agreed with them. Mistakes and faults do occur from time to time and we would hope that most can be swiftly resolved when the service user first draws them to our attention. For example, if the service user's support worker has agreed to find out some information for the service user, but forgets and the service user has to remind them of this, we would expect them to apologise, then promptly do what had been agreed, which would resolve the matter. If however they again failed to do what they had agreed, or were continually failing to do so, this would be cause for making a complaint.

If the service user's complaint is about racial or sexual harassment, we will take action in line with our Equal Opportunities procedure, a copy of which is available from the office.

If the service user's complaint involves concerns about abuse or exploitation of individuals, or malpractice or dishonesty in the organisation we will take action in line with our Protection from Abuse procedure, a copy of which is available from the office.

Who to complain to:

If the service user's complaint is about the actions or behaviour of the Support Worker or the Administrator, the service user should make the service user's complaint in the first instance to the Support Services Manager.

If the service user's complaint is about the Support Services Manager, the service user should make the service user's complaint to one the Directors.

If the service user's complaint is about one the Directors, the service user should seek advice from the Support Services Manager, who may have to refer the service user to an external body, see below.

How to complain:

The service user can make their complaint in person, by telephone or by letter. However, as we need a written record of the service user's concerns, if the service user want to make it verbally, we will need to write down what the service user want to say, check what we have written with the service user, and if possible, ask the service user to sign it.

If the service user feel the service user need support, when making the service user's complaint, the service user can ask the service user's Service User Forum
House Representative to assist or accompany the service user.

Responding to the service user's complaint:

The Support Services Manager, or Director if the service user's complaint is about the Support Services Manager, will confirm they have received the service user's complaint and record that it has been received in the Complaints Log.

They will investigate the problem and respond to the service user with their findings within five working days. They will advise the service user whether they feel the service user's complaint was justified and what action will be taken on it, if action to put the matter right is required. If, exceptionally, it will take longer than five days to deal with the problem, they will let the service user know how long it will take.

The service user's complaint and our response will be filed on the service user's personal file. A note of the date of the response and summary of the response will be made on the Complaints Log.

Appeals against response:

If the service users are not satisfied with the response the service users have received, the service user should advise the Support Services Manager or one of the Directors, if the service user's complaint was about the Support Services Manager, of this and the reasons for the service user's dissatisfaction. As with the initial complaint, we will need a record of what the service user wanst to say but if the service users are not able to put this in writing themselves, staff will help the service user do so.

If the service user's complaint was first dealt with by the Support Services Manager, the service user's appeal against the response will be investigated by one of the Directors. He will review the case and let the service user know the outcome within five working days. His response will be filed and the Complaints Log updated, as above.

If the service users are still dissatisfied, or if the service user's complaint was about one of the Directors, the service user may appeal to an independent body which the Association has made an arrangement with to hear such appeals. the service user should contact ???????

If the service user's complaint was about the support service and they are still not satisfied that it has been properly dealt with, the service user may wish to contact The Supporting People Team, North Somerset Council, who are responsible for monitoring our Association’s support service.

The service user may write telephone or email the Supporting People Team Manager.

The Supporting People Team Manager,
North Somerset Council,
Supporting People Team,
Housing and Social Services,
168, Locking Road,
Weston-super-Mare,
Somerset,
BS23 3HQ

Tel no: 01275 888 410

Email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

If the service user's complaint is about the disrepair of the properties and the service users are still not satisfied that it has been properly dealt with, the service user may wish to contact:-

North Somerset Council
Neighbourhood & Housing Services

through the service user's local Area Office, or through the general switchboard Tel No. 01275 888888

Monitoring complaints:

The Support Services Manager and one of the Directors will check every quarter that the Complaints Log is up to date and that all complaints have been dealt with within the target time.

The Support Services Manager and one of the Directors will review complaints records (together with other feedback from residents) at least annually to identify whether there are any outstanding issues relating to the service or this procedure which need to be addressed.