We are committed to working with the families of the people we support. We aim to form a partnership that respects everyone’s roles, skills and responsibilities.
This section of our website tells you about how we work with families, our promises to you and more about our values.
It also contains our brand new magazine for families: In Touch.
Respect for family members
We know that it is natural that you will have cares and concerns about your relative, and that you will wish to have a continuing role in their life. We really value your knowledge and expertise and are committed to making this happen.
We will listen to you and will do everything we can to ensure that you:
- feel involved and welcomed
- receive feedback on suggestions and that your concerns are taken seriously
- have the opportunity to discuss what your role will be in your relative’s life
- have opportunities for visits at convenient times, with space and privacy
- feel comfortable about what might happen in the future, if and when family circumstances change.
Our highly trained staff will always aim to be professional, approachable and respectful.
We will provide regular and accurate information, in writing where possible, including:
- an explanation of what support we will provide
- details of how to make comments, suggestions or complaints
- details about the service itself and about the local area
- a Family Charter which will outline our responsibilities and yours.
Find out more about the Family Charter
We have produced a magazine for families and supporters called In Touch
We aim to work with you to:
- identify skills and opportunities
- provide a key point of contact
- agree roles and boundaries for all concerned.
United Response staff will not share confidential information about anyone we support without their agreement.
Comments, concerns and complaints
We want to provide the best possible support to your relative and we always want to hear any comments, complaints and concerns you may have. United Response has a Complaints Procedure and can be made available to everyone in a format that is meaningful to them. There are lots of ways that you can raise issues – either locally or through your nearest regional director.
You can find your nearest divisional office in the Contact Us section.
If your family is looking for support services, you can make an enquiry through our Get Support lines:
- By calling 0800 0884 377
- By following the link to the Get Support Form, where you can fill in the details of your enquiry and we will contact you to discuss the support needs
- By emailing us at Get.Support@unitedresponse.org.uk
Get Support requests are managed between 9.00am and 5.30pm, Monday to Friday (excluding Bank Holidays). Your enquiry will be handled quickly and the appropriate local manager will get back to you, as soon as possible.