Guidance Care.


Tell us if something is wrong.

Children, families and professionals can raise a concern about care or make a complaint. We want to hear what has worried you, and we take complaints seriously.


If something is wrong, tell someone.

If you are worried, upset, or something does not feel right, you can tell us. You do not have to sort it out on your own.

You can talk to any member of staff. You can talk to the manager of your home. You can talk to your social worker. Pick whoever is easiest for you.

You do not have to find the right words first. You can ask someone to help you write it down, or ask for a complaint form.


Someone who is on your side.

You can ask for an advocate. An advocate does not work for the home. Their job is to help you say what you want, and to make sure people listen.

When you move in we give you the complaints procedure. We also tell you about complaint cards, advocates, and children’s rights officers. If you cannot find yours, just ask.


What we do next.

We write down every complaint and we look at it properly.

If it is something small, we will usually talk it through with you first and try to put it right.

The full complaints procedure says who will answer you, how long it should take, and what you can do if you are not happy with the answer. You can ask for a copy at any time.


If you want to tell someone outside the home.

Sometimes you want to tell someone who does not work here. You can do that.

You can tell your social worker. You can ask for an advocate.

You can also tell our Responsible Individual, the independent visitor who comes to the home each month, or Ofsted. Ofsted is the organisation that checks children’s homes.

Ask us for their contact details and we will explain what each person does.


For parents, carers and professionals.

When a child moves in, our Statements of Purpose say that children, families and social workers receive the complaints procedure. Children also receive information about complaints cards, advocacy services and children’s rights officers.

Our Statements of Purpose set out how complaints are handled, including further support and social-worker involvement where a complaint is more serious or a child is unhappy with the outcome. They also identify the Responsible Individual, the independent Regulation 44 visitor and Ofsted as people or organisations with whom concerns can be raised. Ask for the current contact details and an explanation of each person’s role.

For a complaints enquiry, contact info@guidancecare.co.uk or 01253 530008. Correspondence may be addressed to the Responsible Individual. To request the current procedure, email referrals@guidancecare.co.uk.


If you need to talk to someone now.

You do not have to be in danger to ask for help. If something is worrying you, you can talk to someone who does not work for Guidance Care. These services are free and private.

Childline 0800 1111 Anything at all, if you are under 19. Free, day or night. The call will not show up on the phone bill, and you can ring even if you have no credit. You can message them online instead if that is easier. childline.org.uk.

Help at Hand 0800 528 0731 If you are in care, living away from home, or you have a social worker. Free advice from the Children’s Commissioner’s own team. They can help you sort something out when you feel stuck. childrenscommissioner.gov.uk.

Shout Text SHOUT to 85258 If you would rather write than say it out loud. Free text messages, day or night. Nobody has to overhear you. giveusashout.org.

SafeCall Call or text 116 000 If you are away from home, thinking of leaving, or someone is putting pressure on you. Free, and they will not judge you. safecall.org.uk.

If someone is in danger right now, call 999.

You can also tell any adult in your home, your social worker, or your advocate. Telling someone outside Guidance Care is allowed, and nobody here will be cross with you for doing it.