SAFEGUARDING

At Hamida House, safeguarding is our highest priority. We fully commit to safeguarding and promoting the welfare of every child under our care.

We align our safeguarding practice with the Children's Homes (England) Regulations 2015, quality standards, and national statutory guidance, which includes Working Together to Safeguard Children.

All staff receive safeguarding training and are required to follow clear reporting procedures. Concerns are recorded, reviewed and escalated appropriately to ensure children are safe at all times.

We work in partnership with local authorities, safeguarding teams, police and other agencies to ensure a coordinated and protective approach.

A trained Designated Safeguarding Lead (DSL) oversees safeguarding practice within the home. Any safeguarding concerns can be reported directly to management. 

 • Child-centred practice
• Trauma-informed care
• Clear reporting and accountability
• Partnership with multi-agency professionals
• Continuous staff training and development 

 Hamida House encourages an open and transparent culture where staff feel confident to raise concerns about:

• Safeguarding practices
   
• Professional conduct
   
• Unsafe working conditions
   
• Poor practice
   

Any concerns raised in good faith will be taken seriously and investigated promptly.

• The Home Manager: Sonia Oghenekevwe Odibo
   
• The Responsible Individual: Caroline Larkin
   
• The Local Authority Designated Officer (LADO)
   
• Ofsted (where appropriate)
   

No employee will suffer detriment for raising genuine concerns.

 HND Children’s Care Our CommitmentAt HND Children’s Care, we are committed to transparency, accountability, and safeguarding.We ensure that:

• Children, families, professionals, and members of the public can raise concerns easily
• All complaints are taken seriously and responded to promptly
• Safeguarding concerns are prioritised and acted on immediately

This process aligns with expectations set by Ofsted.
How to Make a ComplaintWe provide clear and accessible routes for raising concerns:Internal complaints can be made:

• In person
• By phone
• By email
• In writing

Concerns can be raised about:

• Staff behaviour or conduct
• Safeguarding concerns
• Care provided to children
• Management decisions
• Any practice within the home

We ensure children are supported to complain through:

• Advocacy services
• Key workers
• Easy-read complaint guides

Information We CollectWhen a complaint is made, we record:

• Name and contact details (if provided)
• Nature of the complaint
• Date and time of incident
• People involved
• Any immediate safeguarding risks

 Anonymous complaints are also accepted and taken seriously.4 Safeguarding Concerns (Immediate Action)If a complaint involves risk of harm to a child:

• Immediate action is taken to protect the child
• The concern is reported to:
  • Local safeguarding team
  • Police (if required)
• Internal safeguarding procedures are followed

Safeguarding always takes priority over standard complaint handlingComplaints Process (Step-by-Step)Stage 1 – Informal Resolution

• Complaint raised with staff or manager
• Attempt to resolve quickly (within 1–2 days)

Stage 2 – Formal Complaint

• Logged and investigated by management
• Written response provided (usually within 28 days)

Stage 3 – Escalation

• If unresolved, escalated to senior management / Responsible Individual

Stage 4 – External Referral

• Complainant can contact external bodies such as Ofsted or the local authority

External Contacts (Public Access)If a complainant is not satisfied or wishes to report directly, they can contact:Ofsted

 Email: enquiries@ofsted.gov.uk

Phone: 0300 123 1231

Stoke-on-Trent City Council (Children’s Services)

• Email: childrens.services@stoke.gov.uk
• Phone: 01782 235100

Emergency / Safeguarding

• Police: 999 (emergency)
• Police: 101 (non-emergency)

Confidentiality & Protection

• All complaints are handled confidentially
• Information is shared only where necessary for safeguarding
• Whistleblowers and complainants are protected from victimisation

Recording & MonitoringWe maintain:

• A complaints log
• Investigation records
• Outcomes and actions taken

Complaints are reviewed to:

• Identify patterns
• Improve service quality
• Strengthen safeguarding practices

Learning & ImprovementEvery complaint is treated as an opportunity to:

• Improve care standards
• Strengthen staff training
• Reinforce safeguarding culture

We have a clear and accessible complaints process for children, families, and the public. Complaints can be made in multiple ways and are recorded, investigated, and responded to promptly. Any safeguarding concerns are acted on immediately and reported to the relevant authorities. We also provide external contact details, including Ofsted and the local authority, to ensure transparency and accountability. 

• In person
   
• By telephone
   
• By email
   
• In writing
   

All complaints are acknowledged promptly and investigated fairly.

• Complaints are treated confidentially
• Children are supported to make complaints
• Records are maintained
• Outcomes are communicated clearly

If a complainant is not satisfied with the outcome, they may escalate concerns to:

• The Responsible Individual 
• The placing Local Authority 
• Ofsted

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