We want to know your views
If you are receiving a support service funded by the Supporting People programme in Wigan borough we would like to know what you think about it.
We would like to know:
- What is good about your service.
- What you think would improve your service.
- If you are not happy with your service or something has gone wrong.
We welcome any comments and value your views, because it will help us to improve services and to put things right if you feel that something has gone wrong.
How do I make my views known?
If you would like to make a comment, suggestion, or complaint, you can do this by:
- Speaking or writing to the person who provides your service (or their manager).
- Contacting the Supporting People team. You can do this by telephone, letter or email.
How do I make a complaint?
If you are not happy with the service that you are receiving, in the first instance we would encourage you to speak to your support service provider so that they are given the chance to put things right.
If you are not satisfied with their response, we would advise you to make your complaint using the provider’s complaints procedure.
All providers of Supporting People services have to:
- Listen to your views
- Treat any complaint seriously.
- Have a complaints procedure and provide you with a copy.
- Let you know how long it will take to respond to your complaint.
- Provide you with a response.
When should I complain to the Supporting People team?
The Supporting People team takes complaints about services very seriously, but normally expects service providers to deal with them through their own complaints procedure.
However we will deal with complaints about services in the following circumstances:
- An allegation of abuse or neglect.
- Where the provider is not providing the support service that it should, or the quality of the service is not acceptable.
- Where the service provider has not dealt with your complaint in line with its complaint policy, or has not helped you to make your complaint.
We realise that some people may be worried about sharing their concerns and complaints with their provider and may worry about the possible effects of a complaint. In these circumstances you can contact the Supporting People team directly.
The Supporting People team will help you by supporting you and advising you whilst the complaint is being dealt with.
What if my complaint is about the Supporting People team?
Complaints about the Supporting People team will be dealt with under Wigan Council’s Department of Adult Services complaints procedures. You can make a complaint on-line, or contact the Customer Relations Unit.
What if I am not happy with the way my complaint has been dealt with?
If you are not happy with the way your service provider has dealt with your complaint you may contact the Supporting People Team.
If you are unhappy with the way the Supporting People team has dealt with the complaint you may contact:
How do I get more information?
You can get information about Supporting People services from your service provider, support worker, housing provider, other support professional or by direct contact with the Supporting People Team.