All material found on the Local Offer is available in printed format - please call 07508 985274

The Sutton Local Offer has been developed and published following a series of focus groups around the borough involving parent/carer groups, young people and voluntary sector groups. This feedback has been used to shape and develop the Local Offer to meet the needs of local residents.

Sutton is required to keep the Local Offer under review and we would like your ideas on how we can make it better. All comments and feedback will be considered and used to regularly review the Local Offer. This will enable us to plan future provision and identify gaps.

We will use your feedback to inform our strategic planning. To let you know that your views are being carefully considered, every year we will publish a report here, summarising what you have told us you want and letting you know what action we are taking.

If you would like to get involved or make comments and suggestions,  we want to hear from you. Please email localoffer@sutton.gov.uk

Cognus's Customer Care Standards.

Cognus is committed to providing good services to our clients, families and young people, and as part of that, we want to communicate effectively with you.

We would like to thank Sutton Parent Carer Forum (SPCF) for the support and feedback they have given to Cognus regarding our processes and how we communicate effectively as an organisation. We commenced devising a ‘Customer Charter’ with SPCF some months ago and this will be completed soon. SPCF will be consulting with the wider Parent Carer Networks across Sutton to develop the final version of the Customer Charter.

Recently, we have been working with SPCF on our communication processes and in response to the feedback received, we wish to highlight our commitment for responding to day-to-day enquiries.

When you contact us we will respond within three working days. This will be either to

• Provide the response, or;

• Acknowledge that we have received your message and explain when you can expect a full response to your query. When this happens, it is because your query needs more detailed information and it might take longer (up to 10 days) to reply fully. We will keep you informed of the progress.

We will also make sure that any team member who is 'out of office' includes on their out of office notification the contact details for urgent queries and a date when they will be available to reply. Please rest assured we are working on every case all the time to provide the best possible service.

To give us your feedback, whether positive or negative, please see our feedback and complaints section.

The Impact of COVID-19:  With COVID-19 affecting many families, including those working in the Cognus teams, our response time may take longer than normal. However, our teams are continuing to work and want to maintain communication with you as much as is possible. We very much apologise for any delays 

Complaints

Sutton Council are committed to providing the best possible service. We want to work with you to solve any issues. Where possible we would like to resolve any disagreements as soon as possible with families to avoid worry.

If you are unhappy with a service provided by Sutton Council, (or by commissioned partners) you should tell a member of staff or the service manager. You should speak to a member of staff as soon as you can and they will see if they can resolve the issues.

Making a Complaint

If you have a formal complaint about an ‘education’ service a child has received, please contact Cognus via their formal complaints process. Find Cognus' complaints process (external link).

If you feel that a Sutton Council service hasn’t been properly delivered, you can make a complaint. Please note your complaint should be about something that has happened in the last 12 months. Please click on the service area to submit a complaint.  Find out more about Sutton Council complaints.

Don’t forget if you are a looked after young person subject to a child protection plan and aged 8+ you can request support from an advocate. Ask your social worker for further details.

Disagreement resolution - independent support and advice
All parents, carers and young people have access to free independent support and advice through the local SEND Information, Advice and Support Service (SENDIASS). Visit the SENDIASS website (external link). 

Advocacy Services 

A Child Advocate can offer advice and support to a child or young person. The main purpose of a child advocate is to enable children to express their wishes and feelings. The aim of child advocacy is to encourage empowerment of children and uphold their human rights.

An Advocate:

Makes sure a child or young person’s wishes and feelings are known.
Attends decision making meetings with the Local Authority or school on behalf of a child or young person.
Upholds a child or young person’s legal rights and ensure they are fairly treated.
Provides impartial information to the child or young person.
Prepares meetings with social workers for the child or young person.
Assists the child or young person in making a complaint in a constructive and effective manner.
Negotiates with social workers and other relevant people
Asks questions to relevant people and speak on the child or young person’s behalf
Advocacy for All

Advocacy for All is the commissioning advocacy service in Sutton. It is available to all children in care of the LA or subject to a CP plan from age 8 onwards.  They offer professional staff and volunteers who are friendly and caring, passionate and inclusive. They work with vulnerable people to give them bigger voices so that they can have better lives.

Telephone: 0345 310 1812 (main number) / 01322 619 707 (Sutton and Croydon office)

Email: info@advocacyforall.org.uk

Visit the Advocacy for All Website (external link).

 
19/01/22

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