All complaints are dealt with under a Detention Service Order (DSO). The complaints DSO 7/2006 clearly defines the way complaints are handled, with a right of appeal to the Prison and Probation Ombudsman.
Border and Immigration Agency staff at Yarl’s Wood spend time on the accommodation units and closely monitor the care and welfare of detainees. I am placing a copy of the DSO in the House of Commons Library.
The contract that exists between the Home Office and Serco outlines the Border and Immigration Agency's requirements in regard to the services provided to detainees. The contract is underpinned by an ethos of improving services to the detainees both in terms of care and safety.
A bi-weekly meeting is in place to support direct communication between detainees and the managers of the centre. There is also a system of suggestion and comments books located on accommodation units to allow women and families to give a steer on the services and activities they would enjoy. This system has already resulted in an agreement to produce a weekly newsletter highlighting activities and service changes.