Buyer Name: Hull City Council
Buyer Address: The Guildhall, Alfred Gelder Street, Hull, UKE11, HU1 2AA, United Kingdom
Contact Name: Lucy Pattinson
Contact Email: Lucy.Pattinson@hullcc.gov.uk
Contact Telephone: +44 1482615737
Provision of Independent Complaint Officers Framework
Buyer Contact Info
Status
complete
complete
Procedure
open
open
Value
20000.0 GBP
20000.0 GBP
Published
30 May 2025, 11:47
30 May 2025, 11:47
Deadline
n/a
n/a
Contract Start
n/a
n/a
Contract End
n/a
n/a
Category
services
services
CPV
85310000 - Social work services
85310000 - Social work services
Region
n/a
n/a
Awarded To
Choices and Voices Care LTD, Coram, RRC
Choices and Voices Care LTD, Coram, RRC
Official Source
Open Find a Tender
Open Find a Tender
Description
Hull City Council (The Authority) has awarded three contracts to tenders from interested organisations to provide Independent Complaint Officers services. The tender was completed as an open procedure consisting of a one stage process. The contract is anticipated to commence 1st September 2025 ending by 31st August 2029 with an option to extend for a period of 2 x 12 month periods. The Authority has estimated the value of the Services to be £60,000 per annum with the total contract value been £360,000.00.
Linked Documents
No linked documents found for this notice.
Opportunity Context
Lots
Lot Description: The Children Act 1989 requires Councils, which provide children’s services, to set up a three stage complaints process. Councils must make sure they administer the procedure properly and effectively, considering the extensive guidance available. The key elements of the Independent Complaints Officer Service are to provide: • an independent and objective view about the investigation of complaints. • highly sensitive investigations within the authority in relation to complaints under the Children Act made by children, young people and their families. • a provision of a comprehensive, open, transparent and fair consideration of the complaint by scope and defining limitations of the complaint to be investigated • Sensitive and thorough interviewing of the complainant; consideration of social work records and other relevant information; interviewing staff and other people relevant to the complaint; and analysing information. • Produce a high-quality report which is analytical, factual, evidence-based and addresses the statement of complaint. • Undertake investigation within the statutory timescales. • Attend Stage 3 review panels if appropriate • relevant opinions based on specialist skills, knowledge and awareness that they have in respect of the presenting complaint. • assurance that the young person is at the heart of every decision taken. • assurance that the investigation is conducted in accordance with ‘Getting the Best from Complaints’ Social Care Complaints and Representations for Children, Young People and Others. • Assurance that all participants are treated with respect throughout the process.
Lot 1 Status: cancelled
Lot 1 Has Options: Yes
Lot 1 Options: Option to extend 2 x 12 month periods at the sole discretion of the Authority.
Lot 1 Award Criterion (quality): Quality
Contracts
Contract Title: Provision of Independent Complaint Officers
Awards
Award Title: Provision of Independent Complaint Officers
Raw Notice JSON
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"description": "The Children Act 1989 requires Councils, which provide children\u2019s services, to set up a three stage complaints process. Councils must make sure they administer the procedure properly and effectively, considering the extensive guidance available.\nThe key elements of the Independent Complaints Officer Service are to provide:\n\u2022\tan independent and objective view about the investigation of complaints.\n\u2022\thighly sensitive investigations within the authority in relation to complaints under the Children Act made by children, young people and their families.\n\u2022\ta provision of a comprehensive, open, transparent and fair consideration of the complaint by scope and defining limitations of the complaint to be investigated\n\u2022\tSensitive and thorough interviewing of the complainant; consideration of social work records and other relevant information; interviewing staff and other people relevant to the complaint; and analysing information.\n\u2022\tProduce a high-quality report which is analytical, factual, evidence-based and addresses the statement of complaint.\n\u2022\tUndertake investigation within the statutory timescales.\n\u2022\tAttend Stage 3 review panels if appropriate\n\u2022\trelevant opinions based on specialist skills, knowledge and awareness that they have in respect of the presenting complaint.\n\u2022\tassurance that the young person is at the heart of every decision taken.\n\u2022\tassurance that the investigation is conducted in accordance with \u2018Getting the Best from Complaints\u2019 Social Care Complaints and Representations for Children, Young People and Others.\n\u2022\tAssurance that all participants are treated with respect throughout the process.",
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