Our values guide a thoughtful approach to everyday care, communication and working together. They put dignity, listening and individual needs at the centre of our conversations.
Every person deserves to be treated with consideration.
Use respectful language, protect personal space and avoid labels that reduce someone to their circumstances.
To have your identity, privacy and preferences treated thoughtfully.
People should have opportunities to express what matters to them.
Ask open questions, allow time for an answer and explain how someone’s views have been considered.
To be listened to and to ask questions about decisions that affect you.
Clear explanations help people understand what happens next.
Explain everyday expectations in plain language, and explain changes rather than leaving people to guess.
Information that is understandable, with space to ask for clarification.
Different people have different needs, backgrounds and ways of communicating.
Ask about preferences and communication needs instead of making assumptions.
To be recognised as an individual and to ask for information in a usable format.
Concerns deserve attention and a clear route for raising them.
Make contact details easy to find and explain the difference between a general concern and an emergency.
To know how to ask for help or raise something that does not feel right.
Thoughtful communication supports better understanding.
Be clear about roles, listen to different perspectives and agree what information is appropriate to share.
Honest conversations without promises that cannot be supported.
You can use our main email address to ask about our approach, share feedback or raise a non-urgent concern. You do not need to write a formal letter to start that conversation.
Keep the first message brief and avoid sending personal information about children. You can ask how to share further details appropriately.
Find concerns and complaints guidanceFor information about Alexandra, our approach or the right next step, send a general enquiry. Please leave out personal information about children.
