Policies › Complaints Policy
At Oasis Home Services, we are committed to delivering safe, structured, and outcomes-led supported accommodation for young people aged 16 and above. We take all complaints seriously and view them as a valuable opportunity to improve the quality of our services and the experiences of those we support.
We treat every complaint with fairness, confidentiality, and respect — ensuring that no one is disadvantaged or treated less favourably as a result of raising a concern.
A complaint is any expression of dissatisfaction — whether written or verbal — about the standard of service, actions, or lack of action by Oasis Home Services, its staff, or anyone acting on its behalf.
This may include, but is not limited to:
Concerns about the quality or standard of care provided to a young person
Dissatisfaction with how a placement has been managed
Concerns regarding safeguarding practices or responses
Behaviour or conduct of a staff member
Failure to communicate adequately with a Local Authority, social worker, or placing professional
Breach of an agreed support plan or placement agreement
Issues relating to the physical condition or safety of accommodation
The following individuals and organisations may raise a complaint:
Young people currently in or previously in a placement with Oasis Home Services
Parents, guardians, or family members (where appropriate)
Placing Local Authorities and commissioning teams
Independent advocates or IROs (Independent Reviewing Officers)
Social workers or key professionals involved in a young person’s care
Any member of the public with a legitimate concern
Young people are actively encouraged to raise concerns, and staff are trained to support them in doing so in a way that feels safe and accessible.
We aim to make the complaints process as accessible and straightforward as possible.
You can submit a complaint by:
Post: Complaints Team, Oasis Home Services
Phone: During office hours, or via our 24/7 on-call management line for urgent matters
In Person: By requesting a meeting with a senior manager
If you require any assistance making a complaint — for example, due to language, disability, or age — we will provide appropriate support, including access to an independent advocate.
