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  3. Complaints and compliments

Stay safe in very hot weather

Very hot weather is expected for the next few days. A red heat-health alert (the highest level) is in place for London until Friday.  

Hot weather can be dangerous and can cause serious illness. Stay safe and look out for others who may be particularly vulnerable to the heat. Read advice on GOV.UK

Cool spaces

There are local cool spaces that are free and open to everyone. Visit them to rest, drink water and stay cool. Find a cool space near you

Access Islington hubs 

North and South Access Islington hubs are closed due to the hot weather. The Central Hub is open for urgent, in-person support until 4pm on Thursday and Friday but avoid travelling unless it is essential. 

You can still access our services online and you can call us on 020 7527 2000 if you need to speak to someone. 

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Complain about children's social care

Complain about services that help keep children safe and well. Your feedback helps us make our services better.

Before you complain

Use this page if you want to complain about children's social care.

If your problem is about something else (like school admissions or special educational needs) use the main complaints page instead.

What you can complain about

Complain if you are unhappy with:

  • help or support you got
  • help or support you did not get
  • how good the service was
  • decisions about you, a child, or your family
  • how a worker behaved 

How to complain

You can complain online. 

Make a complaint

If you need help, call the Children's Customer Care and Complaints Manager: 020 7527 8048. This is open Mondays, Tuesdays, Thursdays and Fridays, 9am to 5pm.

What happens next 

We will:

  • acknowledge your complaint within 2 working days
  • aim to send you a response within 10 working days

If you’re not happy with our response, you can ask us to look at your complaint again.

Complaints policy

Read the children's social care complaints policy.

Contact an ombudsman

If you are not happy after we have looked at your complaint again, you can contact the Local Government and Social Care Ombudsman (LGSCO). The ombudsman is independent and can look into your complaint. 

Compliments

If you want to say something good about children's social care services, give us a compliment.

You can tell us about a service, a team, or a member of staff.

This helps us understand what is working well. They also help staff know that their work is appreciated.

Comments

If you have a comment about children's social care services, speak to a staff member. Comments help us check the quality of our services.

You can comment on:

  • an idea or suggestion to help us improve
  • how our services are delivered or how easy they are to use
  • something we need to do better, instead of making formal complaint

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Data protection: We will handle your personal information in line with the Data Protection Act 1998 and in accordance with the council’s Fair Processing Notice.