Children's services complaints

Your views are important to us. We are committed to providing high quality services for local people. That is why we want to offer the right services and encourage people to ask for our help.

We think we get it right most of the time. There may, however, be times when things go wrong. If this happens, we want to hear about it so that we can put things right. You have a right to complain, and your complaint may improve services for everyone.

If you are not happy with the service you have received, or the way you have been treated you should first talk to a member of the team providing the service. They will look into your concerns and try to put them right.

Please use the contact details below.

This is also the address to contact if you would like to tell us about a service that has been particularly helpful or to thank an individual member of staff for their support.

020 8753 2456. You are welcome to call us if you need any help with making a complaint online or by email.

Our telephone line is open from 10am to 12.30pm and 1.30pm to 4pm, Monday to Friday.

You can write to the Customer Relationship Team at Room 229, Hammersmith Town Hall, King Street, London W6 9JU.

Your privacy and access to records

We are taking part in the Government’s Supporting Troubled Families Programme 2015-2020. This is a cross-agency programme led by Children’s Services to identify and help families with complex needs.

In order to identify and support families experiencing complex difficulties, we and our partner organisations in Hammersmith and Fulham will share relevant personal information with each other.

This is so we can work in a joined-up way to help each family.

The information that will be shared will be information about education attendance and exclusion, youth crime, anti-social behaviour, adults out of work and children and adults receiving social care services.

We’ll use this information in line with the Data Protection Act 1998 and other relevant legislation.

We hold this information securely and we’ll only share it on a strict need-to-know basis with limited partners for the purpose of identifying, supporting and evaluating the work with families with the most need.

Personal information gathered for the programme will be deleted when it is no longer needed.

Families identified to receive extra support as part of the programme will be contacted and we’ll ask you to consent to your information being shared.

Government evaluation and research

The government wishes to understand whether the Troubled Families Programme has been effective in helping families turn their lives around, whether it is a good use of public money and whether improvements in the service develop over time.

As part of the scheme, we have to share the personal information on individuals and families (such as names and dates of birth) who have been assessed as meeting criteria for the programme and those who have taken part in the additional services with the government’s nominated evaluation partner, the Office for National Statistics.

They will link this with information routinely collected by government departments to develop a wider picture of the needs and progress families have made.

The results will be shared with the government and local authorities but in a de-personalised form to protect families’ privacy.

Before sharing information for government evaluation and research a data agreement will be in place between the council and the government to ensure that:

  • the data can only be used for carrying out research
  • the linked information is anonymised to reduce the risk of individuals being identified
  • it will be impossible for any person or family to be identified from any published reports
  • the linked personal information will not be shared with or made available to the local authority or any other public agency
  • all information is transferred, handled and stored in accordance with the Data Protection Act
  • appropriate measures are in place to prevent the unauthorised use of information
  • the information is securely destroyed after use.

For more information on the programme please follow this link or contact the Natasha Bishopp, Troubled Families lead for Children’s Services at

Data sharing agreement

Hammersmith & Fulham Council and DCLG data sharing agreement (pdf)


Family and children’s services datasharing poster (pdf)

Background documents

Annex I - The Expanded Troubled Families Programme Data Sharing Guidance and Principles (pdf)