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<p> </p><p>The COMPASS contracts lay down requirements for the management of enquiries
and <br>complaints received in respect of accommodation services provided to asylum
<br>seekers.<br><br>COMPASS providers have a complaints service in place through which
the asylum <br>seeker, their representative, the voluntary sector or local authorities
can <br>raise concerns or issues direct. Providers also provide asylum seekers with
a <br>detailed briefing on how they can raise a complaint as part of the move in <br>process.
Asylum seekers can raise a complaint in a confidential way, and with <br>the assistance
of an interpreter when required.<br><br>The complaints process is subject to performance
management under the Key <br>Performance Indicators regime. Providers are required
to report their <br>performance in terms of dealing with complaints on a monthly basis.
In <br>addition, the Home Office has a team of 17 contract compliance officers who
<br>also closely monitor complaints made to providers or made direct to the Home <br>Office
as part of their contract compliance and assurance role.<br><br>Any failure of the
critical service levels may result in financial penalties.</p><p> </p>
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