Frequently asked questions

1. Is there a waiting list for a Service?
2. Do I have to make an appointment to see someone?
3. Are you open during weekends?
4. How old do I have to be to receive a Service?
5. Can I say things in confidence?  
6. How do I make a complaint?

1. Is there a waiting list for a Service?

The Tenancy & Family Support Service does operate a waiting list, whilst on this list you are entitled to a Duty service though.

2. Do I have to make an appointment to see someone?

Some services provided by Compass do require you to make an appointment where as others you can drop in. We would advise that you call the office first on 01978 315130 and arrange a time with the relevant person(s).

3. Are you open during weekends?

Currently we do not open at weekends. Our office hours are as follows:

Monday – Thursday 9am – 5pm

Friday 9am – 4.30pm

4. How old do I have to be to receive a Service?

You must be aged between 16 and 25 to be eligible for a Service.

5. Can I say things in confidence?  

Yes, all information held by Barnardo’s is kept confidential and can only be accessed by staff members.

Confidentiality

Compass has a written policy, called a ‘Confidentiality Statement’ for young people which says ‘No one in the service will discuss your circumstances or give out information about you to anyone outside of the project unless you give your permission and agree what is being said’.

However there are 4 exceptions to this:

• If you are still in care, we will keep your Social Worker informed of our contact with you.
• If we find out that you, or any other young person aged under 18 who you tell us about, is suffering or has suffered any sort of abuse.  In the instance we will need to discuss it with Social Services.
• If we find you in a life threatening situation or you are in danger to yourself or others.  In this instance we tell the Emergency Services.
• If you wish to be referred to another agency or another part of the project and they need background information from us about you.  Though we will consult you about what we say if we can, we will be honest with that other agency.

6. How do I make a complaint?

If you are not happy with the service that you are getting, either from Wrexham Social Services or the Care Leavers Support Service you have the right to complain and have that complaint taken seriously.

If you wish to complain about Social Services:

• Tell your Social Worker, Residential Worker or Foster Carer.
• Tell the manager of the team that is working with you.
• You can contact directly the Complaints Officer at the Guildhall in Wrexham on 01978 298039.

Having your say and making a complaint

Sometimes you may find it difficult to discuss things which are going wrong without having someone there to support you.  You can ask a friend, relative or carer to help you or we could put you in touch with an “advocate”.  This is an independent person who will help you to tell us your views.

We want to make sure that all our services are helpful.  We want to hear from you and learn how we can improve our services.  We would appreciate your comments.

You have a right to be involved in the decisions we make about our service.  

Please tell us if you are not happy with any part of our service so that we can put it right.  There are a number of ways for you to contact us and tell us what you think.