Entitlements: accessing my files, advocacy and complaints for Care Leavers

Entitlements: accessing my files, advocacy and complaints

 Accessing My Files

We will help you understand your rights and advocate on your behalf, supporting you in accessing information about yourself and providing assistance if you need to make a complaint.

Children’s Services are required to keep written case records of your care history for 75 years. You can request access to your records at any time after turning 18. You do not have to go through the information alone, as it can be upsetting or confusing.

Your Personal Adviser (PA) can support you, or you may bring a friend or an advocate. 

To request access, you must submit a written request along with proof of photo ID and proof of address dated within the last three months. Children’s Services must respond to your request in writing, outlining the timeframe for access.

Your files should be made available to you within a calendar month. However, if they need to be retrieved from the archive and are extensive, the deadline may be extended by up to 60 days

An Advocate is someone who can talk to you about what is upsetting you and then they discuss it with us. They will be acting on your behalf. If you would like an Advocate, we can organise this for you. Or, if you prefer, you can contact Coram Voice on Tel: 0808 800 5792 or email help@coramvoice.org.uk

Complaints and Compliments 

Don't be afraid to speak up if you're not happy with the services from your social worker or PA. Talk to them directly, and if that doesn't help, you can always make a complaint. You have that right! Got something good to say about your social worker, PA or any other professional involved in your care? Let them know you appreciate their support. Share your feedback

Our complaints and compliments team can be contacted on:

• Tel: 020 8770 5000

• Email: complaints@sutton.gov.uk or qualityandpracticefeedback@sutton.gov.uk

• Or write to:

Complaints and Compliments 

Children and Families Services

Sutton Council

Civic Offices

St Nicholas Way

SM1 1EA

For support or additional information contact the Children Looked After and Leaving Care Team 

Email the Leaving Care Team 

lcta@sutton.gov.uk 

Call: 020 8770 6600

Out of hours duty number 020 8770 5000

If you would prefer, you can visit us in person. The team are available:

Monday to Friday 9am to 5:00pm

You do not need an appointment, and someone will be available to speak with you.

The address is 

The Quad, Green Wrythe Lane, Carshalton SM5 1JW