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Working with people - confidentiality, communication, consultation and comments

On this page we explain some of the basic principles that underpin our practice.


As a service we are committed to keeping information as secure as possible. The ways that we do this are explained in our Icon for pdf C&YJS Information Charter [224.38KB]. All staff and other people working with us have signed a Confidentiality Undertaking. Many of our staff are also formally committed to safeguarding the confidentiality of service users through their registration as Social Care workers.

However there are situations where we will be required to share certain information.

Communication with individuals

In the course of our work we have to communicate with many people - service users; the courts and Parole Board; volunteers helping provide work placements in local organisations; and members of the public.

We think it is important to make our communications as straightforward as possible (whether in face-to-face meetings, on the phone, in letters or emails, or through the internet). If you are not completely clear about a point we are trying to make, we would ask you to tell us.

We use interpreters when required.

Consultation - how the Criminal and Youth Justice Service finds out what people think of us

We consult with people who use our services and with the public in a number of ways. These are explained in the Icon for pdf Criminal and Youth Justice Service 'Consultation Strategy' [190.02KB].

The views of people who have dealings with us are important to help us make services better. Please do let us know your views if asked.

We will post the results of surveys on this website as they become available.

We are also required to engage in public consultation in relation to our Community Payback Annual Report. This Annual Report will be made available on the Community Payback web-page, usually about ten months after the end of the year that it applies to.

Comments and Complaints

We understand that the actions we take in relation to you may not always be to your liking. This may happen either because we feel that we have to follow up on our legal responsibilities (for example, to return your order to court) or because you feel that we have not done something that we said we would do.

West Lothian Council has a complaints process, and information is available on the council website.

If you wish to contact us with comments and suggestions, you can do so in several ways:

  • telephone us on 01506 280999
  • fax us on 01506 281243
  • write to us at Criminal & Youth Justice Service, West Lothian Civic Centre, Howden South Road, Livingston EH54 6FF (You can hand the letter in (unstamped) to any public council office, and it will be sent to us by council internal mail)
  • email us:
  • if you are already in contact with us, please speak to the member of staff who is working with you
  • visit the council's .

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