If you are a service user and are unable to make your appointment, please contact your case manager at your local office using the office finder below.
We work with a wide variety of organisations to help individuals make positive changes to their lives, reduce reoffending and protect the public.
Our partners from across the public, voluntary and community sectors span a range of services and specialisms.
We are continually exploring new opportunities and partnerships, particularly with SMEs and across the voluntary and community sectors, to develop and grow our work with service users.
If you’d like to explore opportunities to work in partnership with KSS CRC, please visit our
group partnership page where you can find more information and register on our partnership portal.
How to make a complaint
We aim to provide a high standard of service across our organisation. If we do receive a complaint, our aim is to try to resolve it as quickly, informally and satisfactorily as possible.
Please note: If you are currently being supervised by the National Probation Services, complaints should be sent to :https://www.gov.uk/government/organisations/national-probation-service
If Wales Probation Services is currently supporting you and you would like to complain, we recommend you speak to the relevant senior probation officer at the probation office that manages your sentence first. Often, we can resolve the issue without the need for a formal investigation.
If you are unable to resolve the matter informally, you should send the complaint in writing to:
Kent, Surrey and Sussex Community Rehabilitation Company
Maidstone Corporate Centre
3rd Floor, Maidstone House
Service users should not use this email address to contact their case manager about their appointment or any other matter. Please telephone your case manager instead.
We will write to you, within five working days of receiving your complaint, to explain how we will handle your complaint. This letter will give you the date when you can expect the outcome of your complaint and may include a proposal to try to resolve it informally.
We may ask an appointed investigator to interview you face-to-face to find out the nature of your complaint.
If we attempt to resolve your complaint informally but we haven’t dealt with it to your satisfaction, you can still pursue the complaint formally.
If you are still not happy with the outcome of your complaint, you can appeal in writing. We will explain the appeals process in the letter we send to you in the earlier stages of your complaint.
If you are still not satisfied with the decision, the Prisons and Probation Ombudsman can investigate:
- Complaints prisoners, young people in detention (prisons and secure training centres), offenders under probation supervision and immigration detainees make
- Deaths of prisoners, young people in detention, approved premises’ residents and immigration detainees due to any cause, including apparent suicide and natural causes.
Or write to them at:
Prisons and Probation Ombudsman
10 South Colonnade
London E14 4PU
The Prisons and Probation Ombudsman will only investigate a complaint once the KSS CRC complaints process is complete.
For media and press enquiries, please email our press office:
Or call 07786624149