We Listen and Acknowledge
Concerns are acknowledged within one working day. Young people are told who is dealing with their complaint and how long it will take.
Your Voice
Concerns Heard, Acted On, and Followed Up
If something isn't right at Lunar Care, we want to know. This page sets out exactly how to raise it — directly with us, through an independent advocate, or to our regulator.
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Our Commitments
What You Can Expect From Us
These commitments are rooted in Regulation 39 of the Children's Homes (England) Regulations 2015 and in our own values about how a home should be run.
We Investigate Fairly
Investigations are led by someone independent of the issue raised, and conclusions are based on evidence — not on protecting the home.
We Communicate Clearly
Outcomes are explained in writing in a way the young person and their representatives can actually understand. Where action is needed, we say what's happening and by when.
We Learn From What Happens
Patterns from complaints feed into staff supervision, team meetings, training, and the Reg 45 six-monthly review. 'You said, we did' is shared back at house meetings.
Routes
How to Raise a Concern or Complaint
There are several routes — pick the one that feels right. None closes off any of the others.
Step 01
Talk to Someone in the Home
Speak to your key worker, any staff member you trust, or ask to speak with the Registered Manager directly. You don't need a written complaint to start.
Step 02
Put It in Writing (If You'd Prefer)
Use the email below, or write a letter. We can support you to write it down if that helps. Anonymous concerns are still investigated.
Step 03
Use an Independent Advocate
Every young person has the right to an independent advocate to help them raise concerns and represent their views — see the advocacy section below.
Step 04
Escalate to Ofsted
If you're not happy with how a complaint has been handled, you can take it directly to our regulator. Their contact details are at the bottom of this page.
Independent Advocacy
You Don't Have to Do This Alone
Every young person at Lunar Care has the right to independent advocacy — someone who is on their side, not employed by us, who can help them raise concerns, attend meetings, and represent their views.
Local Authority Advocacy Service
Each placing local authority commissions an independent advocacy provider for looked-after children. Your social worker can refer you, or staff in the home can do it on your behalf at your request.
Coram Voice
A national children's rights charity providing independent advocacy, advice, and support for children and young people in care. Available by phone and online.
Visit websiteChildren's Commissioner — Help at Hand
Free, confidential advice and help for any child living away from home or in care. They can intervene with services on a young person's behalf.
Visit websiteNYAS (National Youth Advocacy Service)
Independent advocacy and legal representation for children and young people, including those in care, leaving care, or who are care-experienced.
Visit website Your Feedback
Compliments and Concerns Direct to Us
Use the addresses below to send a compliment, raise a concern, or formally complain. Both inboxes go straight to the Registered Manager.
Share a Compliment
Let us know when a staff member has made a positive difference — we'll make sure they know.
Send ComplimentRaise a Concern
If something hasn't been right, we want to know. We'll acknowledge your concern within one working day, investigate fairly, and keep you informed throughout.
Raise ConcernRegulator
Contact Ofsted directly
If a young person or their representative isn't satisfied with how Lunar Care has handled a concern, they can escalate it to our regulator at any point. You don't need to go through us first.
- Address
- Piccadilly Gate Store Street Manchester M1 2WD
- Phone
- 0300 123 1231
- enquiries@ofsted.gov.uk
- Website
- ofsted.gov.uk