Complaints & Speaking Up
If something is not right, we would rather know. Telling us will not change how a child is treated at Hammond House.
This is a public summary of the complaint stages and timescales approved for Stepping Stone Homes. It does not replace the controlled Hammond House complaints policy.
How to complain
You can make a complaint by email, telephone or by speaking to a member of staff. Children can also ask a trusted adult or advocate to help them.
- Email: complaints@steppingstonehomes.co.uk
- Telephone: 07787 100025
Acknowledgement
We acknowledge complaints within 2 working days.
Stage 1 — local resolution
The Registered Manager, or another appropriate manager where the complaint concerns the Registered Manager, will consider the complaint. A written outcome is normally provided within 10 working days.
Stage 2 — formal review
If the complaint remains unresolved, it can be escalated to the Responsible Individual at ri@steppingstonehomes.co.uk. The escalation is acknowledged within 2 working days, and a written outcome is normally provided within 25 working days.
Stage 3 — independent review
If the complainant remains dissatisfied, an independent review can be requested. The request is acknowledged within 2 working days, and the review is normally completed within 20 working days of the request. The review is carried out by a suitably senior person who has not previously been involved, an uninvolved director, or, where necessary, an external independent reviewer.
Complaints about the Registered Manager
A complaint about the Registered Manager must not be investigated or determined by the Registered Manager. It should be sent to ri@steppingstonehomes.co.uk.
Complaints about the Responsible Individual
A complaint about the Responsible Individual must not be investigated or determined by the Responsible Individual. It should be sent to governance@steppingstonehomes.co.uk and will be routed to an uninvolved provider/director representative or an independent reviewer as appropriate.
External help
- Ofsted concerns about children’s social care — 0300 123 4666
- Help at Hand — 0800 528 0731
- Childline — 0800 1111
A complainant does not have to exhaust the internal complaints stages before contacting an appropriate external body.
If a child is at immediate risk of harm, call 999. Do not use this website to report an urgent concern.