Recommendation 19

HM Government · verbatim extract Accepted

Government Response In relation to the recommendations at paragraphs 127 and 128, we take the safety and wellbeing of service users extremely seriously. Migrant Help is available 24/7 via telephone, webchat and Raise an Issue—with access to interpreter services—for all Service Users to utilise in obtaining advice and guidance, raising complaints, reporting maintenance issues, providing feedback and logging Requests for Assistance (RFA). RFAs in this context can relate to communications from Service Users who are identifying risks to their health and wellbeing or have concerns over their welfare. This may include reports of instances of domestic abuse, violent or anti-social behaviour on the part of other Service Users, concerns over medical conditions, or reports of criminal activities by other Service Users. Migrant Help is responsible for referring the request or report to the appropriate Provider, through the Provider’s designated point of contact within 30 minutes of the contact. The Provider is then responsible for taking any action it considers necessary to assure the safety and wellbeing of Service Users (including contacting the Police). Where any allegations are raised relating to a Service User concerning sexual or physical abuse, the safeguarding of children or vulnerable adults, neglect, harassment and/or exploitation, the provider is mandated to report this to the relevant Local Authority Team, Police and Home Office within 1 working day of being made aware. In addition to this, providers have their own Safeguarding processes for staff to follow when responding to specific incidents/complaint types. For example, in instances where there are suspicions or allegations of domestic abuse, there is the domestic abuse checklist which includes mandatory steps, such as offering access to National domestic abuse helpline to consider refuge placement if appropriate (Home Office funded), and involvement of the Home Office Safeguarding Hub. The Safeguarding Hub staff advocate for an individual’s needs with the statutory agencies to promote appropriate safeguarding interventions, adopting a multi-agency approach in order to protect and support vulnerable children and adults at risk. As well as making safeguarding referrals to the appropriate statutory agencies, other duties include attendance at child/adult protection meetings with police and social workers and liaising with both external and internal partners to share information. The statutory agencies retain responsibility for all decisions on intervention activity. Service Users can raise complaints through Migrant Help at any time. Complaints relating to Providers must be acknowledged by the Provider within 24 hours and a comprehensive response provided directly within 5 working days. Where an individual is unhappy with the response, they have the right to escalate this to the department for review and response within 20 working days. The Independent Examiner of Complaints (IEC) was also established in 2022 as a further point of escalation once we have responded if the service user is still dissatisfied. The IEC is not a civil servant or Home Office employee. They are an independent post holder, appointed under contract. This allows them to make fully independent decisions based on the merits of each complaint on a case-by-case basis. We have taken the approach of working closely with its providers and stakeholders to develop a safeguarding assurance framework, agreed by all, that has been shared with stakeholders and published 2 . In addition to the more established channels of communication with stakeholders, the joint Safeguarding Board has been re-established and is in place between the department and its providers to oversee progress on all aspects of safeguarding work. Furthermore, a national safeguarding forum has been established with local authorities to discuss safeguarding across the contracts and help develop and share best practice. Finally, local safeguarding groups are held in each contract region, bringing together police, local authorities, health authorities and other partners to ensure safeguarding obligations are met within localities. A full review of all ASC Provider Safeguarding training packages was conducted in 2022, with feedback and support to address identified inconsistencies provided by Home Office Safeguarding personnel to enhance the offering. A review of the Domestic Abuse policies and protocols also took place during this exercise, and a further review of all products is due to take place towards the end of 2023. Where Initial Accommodation is hostel type accommodation, providers are obligated to supply gender-specific wash facilities and appropriate communal areas for Service Users for the purposes of rest and relaxation. Such communal areas must, wherever possible, include a mixed gender communal area, a separate female only communal area and a separate communal area for families. Where a Service User is identified a