There are two ways to make either a complaint or compliment about Northumberland’s children’s services, either as an adult, or a child, or young person.
We attempt to solve any problems and deal with concerns as quickly and efficiently as possible. Most will be solved by your carer, link worker or social worker. If they cannot do this, or if you want someone else to deal with it, please follow our advice below.
Alternatively, you can read the children’s services complaints procedure for detailed guidance.
The MOMO app is also available for children and young people to reference.
We will ask a manager to look into the complaint and discuss this with you. We will try to agree a way to solve it and will write to you, outlining what we have agreed to do.
Where formal complaints are received, we ask for independent people (those who do not work for children’s services) to help us solve the complaint. A senior manager will then send you a copy of the independent report and a letter informing you how we will resolve your complaint. We can also meet with you and your advocate to explain this in more detail, if preferred.
If you are still unhappy with the results of your complaints, you can escalate this to a review panel. Three independent people, who have not dealt with the complaint previously, will meet you, alongside the independent people from the formal complaint and someone from children’s services. They will ask questions to discover what we have done to sort your problem out previously.
After the meeting, the panel will write a report to say what they think children's services needs to do to sort out the complaint.
Local government ombudsman
Once the former three stages have been exhausted and you remain dissatisfied with the council’s response, you can take your complaint to the local government ombudsman
, who can give you advice and help with your complaint.
Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
0300 061 0614