Complaints and Feedback
Complaints and Feedback
At Nextsmartstep, we believe that listening to our residents, their families, and our professional partners is essential to providing high-quality, person-centred support. Backed by over 20 years of industry expertise, we view all feedback as a vital tool for continuous improvement.
Our Commitment
We are committed to a “Duty of Candour,” meaning we will be open, honest, and transparent if things go wrong. We aim to resolve all concerns quickly, fairly, and professionally.
Our 3-Stage Resolution Process
Stage 1: Informal Resolution Most concerns can be resolved immediately through open dialogue. we encourage you to speak directly with the Support Worker or House Manager.
• Our Goal: To acknowledge and resolve informal concerns within 48 hours.
Stage 2: Formal Internal Investigation If a concern is not resolved at Stage 1, or if the matter is serious, a formal complaint should be submitted in writing via our website or emailed to info@nextsmartstep.co.uk.
• Our Process: An independent Senior Manager will conduct a thorough investigation, which may include interviews and a review of support records.
• Our Goal: To provide a formal written response and an Action Plan within 10 working days.
Stage 3: Independent External Review If you remain dissatisfied after our formal response, you have the right to escalate the matter to an external body for an independent review:
• Local Government and Social Care Ombudsman: www.lgo.org.uk
• The Placing Authority: Contact the relevant Local Authority Commissioning or Safeguarding Team.
How to Share Your Feedback
We welcome compliments and suggestions as well as complaints. Please contact us
via:
• Email: info@nextsmartstep.co.uk
• Online: Use our professional feedback form [Link to Form].
• Phone: 01375 802990