Headway Hertfordshire - supporting people affected by brain injury


Community & Health Complaints Advocacy

ADVOCACY is about giving people a stronger voice

A Community Advocate

Helps people to get access to information and explore options on a variety of issues ranging from housing , communication, services and many more issues where they feel their voice is not being heard by organisations, professionals or even family and friends over matters important to the individual’s well-being. It empowers people who need a stronger voice by enabling them to express their own needs and make their own decisions by researching and giving the person choices and options. It also ensures that people can speak effectively to the services that matter to them by helping them to prepare for meetings or to write letters. It defends peoples’ interests by working side by side with the client and with no one else. It also safeguards people who are vulnerable, or discriminated against, by raising awareness and ensuring that any work done for the client is in their best interest.

An NHS Advocate

Is provided by Local Authorities to provide an independent advocacy service to support people with making a complaint about the NHS.

Support and guidance is offered at three different levels

  1. Information & Advice for those who can make the complaint but need minimal help other than advice on the telephone or signposting elsewhere.
  2. Support for those needing a light touch such as proof reading letters written by the complainant.
  3. Advocacy for those requiring intensive support from an advocate either remotely or face to face to progress their complaint.

The advocate will make contact with the complainant after referral and will discuss the issue and the level of support required. The advocate and the complainant will agree what they both need to do.

The advocate will review with the complainant at each stage from Stage 1 – Local Resolution through to Ombudsman and determine if further support is needed until a decision or outcome has been reached.

For more information on the Advocacy services, please contact us.