Home Department written question – answered at on 26 June 2014.
To ask the Secretary of State for the Home Department what steps her Department takes to ensure that asylum seekers in COMPASS accommodation are able to register complaints quickly and easily.
The COMPASS contracts lay down requirements for the management of enquiries and complaints received in respect of accommodation services provided to asylum seekers.
COMPASS providers have a complaints service in place through which the asylum seeker, their representative, the voluntary sector or local authorities can raise concerns or issues direct. Providers also provide asylum seekers with a detailed briefing on how they can raise a complaint as part of the move in process. Asylum seekers can raise a complaint in a confidential way, and with the assistance of an interpreter when required.
The complaints process is subject to performance management under the Key Performance Indicators regime. Providers are required to report their performance in terms of dealing with complaints on a monthly basis. In addition, the Home Office has a team of 17 contract compliance officers who also closely monitor complaints made to providers or made direct to the Home Office as part of their contract compliance and assurance role.
Any failure of the critical service levels may result in financial penalties.
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