Quality, safety and rights
When something isn’t right, we want to know.
Safeguarding is the first duty. Concerns can be raised by the person, their family, staff or professionals. Speaking up should make support safer, not make someone less welcome.
Safeguarding comes first
If someone is at risk of abuse or neglect, we act. That includes listening to the person, recording what we know, and sharing information with the people who need it so that the person is protected.
Families and professionals can raise a concern even if they are not sure it is “serious enough.” We would rather hear it early.
How to raise a concern or complaint
Complaints can be made in whatever way is accessible. Email is the published route. There is also an Easy Read version of this page. If we have already given you another way to reach us, you can use that too.
- Nobody is treated less favourably for raising a concern.
- We tell people when something has gone wrong, apologise when we are at fault, and show what changed.
- If we cannot resolve something ourselves, we say so and explain the other routes available.
If someone is in immediate danger, call 999. You can also report an adult social care concern to Essex County Council, or contact the Care Quality Commission about adult social care more generally.
Advocacy is offered
We do not wait to be asked. If a person may need help to understand a decision, speak up or challenge a plan, we offer advocacy and support them to use it.
Rights are part of the plan
Equality and dignity
People are treated as adults with equal rights. Support should never be used as a way to control, shame or isolate someone.
Relationships and sexuality
Friendship, family, intimacy and sexual relationships are legitimate parts of a life and of a support plan, with the same attention to consent, privacy and safety as any other area.
Culture and faith
How someone lives, worships, eats and marks what matters to them belongs in the plan—not as an optional extra.
Tell us what good support would look like
If you are looking for support in Uttlesford, Epping Forest or Harlow, we would like to understand what matters to you. Families, advocates and professionals are welcome to contact us too.
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