• Treat all service users fairly, with courtesy and respect
• Respond promptly to all enquiries
• Offer appointments at times and places that are suitable to service users, where possible
• Consult services users, publish the results annually and act on these to improve services
• Respect confidentiality without compromising the welfare of children and young people
• Respond to complaints within 1 day and resolve complaints within 5 days
• Ensure that all staff are appropriately qualified and trained for their jobs

In addition to the above, the Children and Families Resources Team will;

In all cases .....

• Respond to service requests within 1 week
• Offer visits within 2 weeks of receiving a request
• Allocate a qualified social worker to every carer applicant
• Review all carers annually

Additionally, for all council carers, we will .....

• Send out information packs to potential new carers within 1 working day
• Complete carer assessments within 6 months of allocating a social worker
• Deliver "Skills To Foster" training to all new carers prior to them being approved
• Provide all mandatory training for carers within 2 years of registration
• Carry out at least one unannounced visit per year
• Comply with National Care Standards for Fostering and Adoption

Complaints procedure:

Comments and complaints about Adoption and Fostering services can be brought to the attention of the Council by completing a "Points of View" leaflet (right) which can be obtained from various council locations such as Council Information Services offices or Social Work Centres.

Alternatively you may prefer to contact the Care Commission who have responsibility for registering and inspecting adoption and fostering services. They can be contacted by letter, telephone or email as follows:

Care Commission,
Stuart House,
Eskmills,
Musselburgh,
East Lothian,
EH21 7PB
Tel. 0131 653 4100
email: enquiries@carecommission.com
website: www.carecommission.com