Accountability
Raise a Concern
Anyone can raise a concern with us — a person we support, a family member, an advocate, a social worker, a neighbour or a member of our own staff. You will not be treated differently for having done so.
Safeguarding
If someone is at risk of harm
If you believe an adult is being abused, neglected or is at immediate risk, contact the emergency services on 999 first. Then tell us, so that we can act and record it.
Safeguarding concerns are received by our Designated Safeguarding Lead, Fahmi Fuad Mohamed. Concerns are recorded on the day they are raised, referred to the relevant local authority adult safeguarding team where the threshold is met, and reported to the placing authority.
You do not need to be certain that something is wrong before raising it. Deciding whether a concern meets a threshold is our job, not yours.
Complaints
If you are unhappy with our service
Tell us what happened and what you would like done about it. We acknowledge complaints within three working days and give a written response within twenty working days. If we need longer, we will tell you why and when to expect an answer.
You can complain on behalf of someone else, and you can ask an advocate, family member or social worker to do it for you.
If you are not satisfied with our response, and your placement is arranged by a local authority, you can take the complaint to that authority's own complaints procedure and then to the Local Government and Social Care Ombudsman.
Whistleblowing
If you work with us and something is wrong
Staff, bank workers and contractors can report unsafe practice, dishonesty or a failure to meet our obligations directly to a director, without going through a line manager.
Reports made in the public interest are protected under the Public Interest Disclosure Act 1998. We will not treat anyone detrimentally for raising a concern in good faith, including where the concern turns out to be mistaken.
If you would rather not come to us, the charity Protect provides free confidential advice on 020 3117 2520, and concerns about a regulated activity can be reported to the relevant regulator directly.
How to reach us
Email referrals@supportliving.co.uk with “Concern” in the subject line, or write to us at SUPPORT LIVING LTD, 7 Sutherland Avenue, London, England, W9 2HE.
If you would prefer to raise something outside the organisation, you can contact the adult safeguarding team at the local authority for the area, or the Local Government and Social Care Ombudsman at lgo.org.uk.