Client has complained about me, what happens next?

[neuroticmumof3]

I work in a residential housing project. Staff share one of the kitchens with residents. This week one resident has had a real problem with me using the kitchen to make coffee and told me I shouldn't be using it or putting my sandwich wrapper in the rubbish bin. Today she told me I shouldn't be using her facilities and things, I told her that as a member of staff I was allowed to use the kitchen. I went and got another staff member, she followed me and started telling me I was really unprofessional. I then had to go on another appointment and left the other staff member to calm her down as she was very agitated.

My manager called me this evening to say this client has made a 4 page complaint about me. I gave my version of what's been happening this week. My manager said it was very different to what the client has said. I asked my manager if I could see the complaint. She said she didn't know and would ask HR tomorrow. I asked her what the potential implications were for me and again she didn't know and again would check with HR.

I know I'll get a bit more info tomorrow but I haven't got a clue and feel really stressed. I've never been in this situation before so am completely in the dark. Should I be contacting my union?

Did you record all of the incidents of rudeness etc that happened this week by the client?

Also is there an agreement in place, in writing stating that staff are entitled to use the kitchen?

I would write down everything you remember with dates and times, but actions and speech only, not feelings (so from your original post, don't write 'has had a problem with me using the kitchen' but only what you've seen and heard them do and say). If you've got any evidence about kitchen use, e.g. a policy, a time you were told it was OK, other staff members using it, write that down too.

And then yes, i would contact the union tomorrow; mainly because you will feel less alone with someone to be with you. I don't think this will all last long tbh, unless you know, really, that you shouldn't have been using hte kitchen (certainly sounds like it was absolutely normal for you to do so). I just think that however long it lasts, someone to support you and to talk to can only be good.

There are two kitchens in the house. Our office was on the other side of the house and we used the nearest kitchen. Last week the office location was changed and we now use the kitchen we're nearest. I've been working in that building on and off since it was built over 2 years ago and staff have always used the communal kitchens so I'm on solid ground there. One other member of staff works there and she wasn't in much but I had twice spoken to her on the phone about this client's behaviour this week as she is the client's key worker. She was going to talk to her about it in this week's keyworking session but today's events have overtaken that.

She used to be in one of our other projects but got moved on to us because there had been problems between her and other residents and staff members. I don't know the details but it apparently ended with other residents needing counselling. I'd found her perfectly pleasant prior to this week.

I think I will call the union tomorrow, just feeling a bit stunned about the whole thing at the moment. Thanks everyone for replying.

I have found myself in the same situation working in a residential home for the elderly twice, on both occasions I was told I would be re-located until the investigation took place ( I went sick) the investigations took 6months each time only for me to be found not guilty of any wrong doing, I was also told this is policy under the vulnerable adults policy.
My opinion is "what a complete waist of NHS money" as on both incidents I was not allowed to give my side of the story until the investigation (waited months for that to happen) might I add I am not the only member of staff that this has happened to.

Oh god fedup I'm sorry you've been through that, it's vile isn't it. I've got to go to a meeting on Tuesday with a manager where she will tell me the bits of the complaint that differ from my account. I'm still not allowed to see the complaint though so it all feels a bit Kafka-esque to me. I'm feeling very anxious, have been having asthma attacks all day and am getting depressed already. I have bipolar so I work very hard to maintain a psychological equilibrium. Not sure I'll be able to maintain that for long under this pressure.

I haven't been told not to work from the location but I have told my manager I'm not prepared to base myself there whilst that client resides there. For one thing I'm not prepared to put up with her rude, passive aggressive behaviour towards me every time I'm in the kitchen (I can't abide tense atmospheres) and for another I'm not going to put myself in a position where she can potentially make more allegations against me (ie if we were in the kitchen alone together). My manager was fine with this as it doesn't really make any difference to my work where I base myself.

I have phoned the Union's helpline and am waiting for someone from my branch to contact me. I feel very unsupported and alone at the moment so am hoping they'll get involved. I have been supported by the union in the past when I was in another job and found them very good. I've never had a client complain about me before though and I've been in the care and support industry since 1998 so I feel rather clueless about what to expect. My manager just said that at this stage she has to do an investigation based on the balance of probabilities. She seemed unclear about what happened next if her decision went against me but I'd assume it would be disciplinary/dismissal or gross misconduct depending on the nature of the allegation.

Neuroticmumof3 I'm heading to work just now, I will send you message tomorrow with more information in what I did, keep strong if you know you are in the right fight them and keep calm while doing it, as for the union if its unison union "good luck" I found I knew more about what is right than they did.

Oh dear, it is Unison. Thanks fedup.

Hi neoroticmumof3, all I can say is go to the hearing listen very closely with a pen and note pad in your possession, jot down all that you can (don't rely on the union rep to do this if you can help it ) if you have any witnesses from the incident or any previous incidents with this client get them to write a statement ( keep everything you get from your manager including the envelopes that letters come in, (believe it or not I had to use one as evidence of when I received correspondence from my manager at a later stage of the investigation )get yourself a file and date everything you can and keep it.
Contact outside bodies for advice other than from your union (let them know you have done this as they don't like it when you have rights and use them)

Union aren't coming with me as it's only at the investigative stage. I will take careful notes, hadn't thought of that (stress is impairing my thinking already lol) so that was a good tip. I'm starting to feel a bit annoyed with my employer. If this client had a history of making groundless complaints about staff I feel I should have been officially advised of this rather than just hearing it through staff gossip. We are often lone workers in the project and should have enough knowledge to protect ourselves. One of the problems is that I'm not familiar with client's backgrounds or issues because although I'm based in the project I don't actually work there iyswim.

If your working with vulnerable adults or children, I was told that as staff working with these people we have no protection as every case is treated as being guilty until found not guilty.
I can only say that I felt very much on my own while the investigation was taking place (WHICH I DO AGREE THAT EVERY COMPLAINT SHOULD BE INVESTIGATED) but not in the fashion or length of time it took the trust to investigate the allegation made against myself,I felt it was a complete waist of money for something that I always knew was going to be a not guilty outcome.
Keep strong don't let them railroad you into saying something that did not take place, stand your ground as at the end of the day it's your reputation that is being questioned .

I'm even more confused now. Last week my manager told me that after hearing both sides of the story she would make a decision, based on the balance of probabilities, about whose account she accepted. Things would either then go away or would proceed to disciplinary. Today I have spoken to my other manager who is now back from leave. She says what happens next depends on what the client wants, ie does client want to pursue a formal complaint or not. I don't feel like either of my managers actually know what they're doing. I have emailed them asking for clarification but in the meantime has anyone got any ideas?