Complaints Process

At LBR Property Care Homes, we aim to provide the highest standard of care. However, we recognise that there may be times when expectations are not met. We welcome all feedback, including complaints, as an opportunity to learn and improve our services.

Our Commitment

We commit to handling all complaints transparently, fairly, and swiftly. Raising a complaint will never negatively impact the care a young person receives.

How to Complain

Stage 1: Informal Resolution

In the first instance, we encourage you to discuss your concerns with the Registered Manager of the specific home. Most issues can be resolved quickly and effectively at this local level.

Stage 2: Formal Complaint

If the matter cannot be resolved informally, or if it is of a serious nature, you should submit a formal complaint in writing to our Head Office. You can do this by emailing hello@lbrproperty.co.uk.

We will acknowledge your complaint within 3 working days and aim to provide a full written response following an investigation within 28 days.

Stage 3: Independent Review

If you remain dissatisfied with the outcome, you can request an independent review of the complaint handling process by a senior director not previously involved in the matter.

Ofsted

You have the right to contact Ofsted at any time if you have concerns regarding a registered children's home. You can contact them at enquiries@ofsted.gov.uk or 0300 123 1231.