Comments, compliments and complaints - Adults and Communities
We want to listen to your views about the adult social care services we provide. Your views matter to us. They help us achieve the high standards we aim for.
We believe that all residents and users of the council services should:
- receive the best possible services that are responsive and appropriate to their needs
- be treated equally with understanding and respect
- receive clear information about the standards our services should meet
- be able to obtain services and information easily
- have the opportunity to take part in making services better.
Comments and compliments
Compliments regarding individual staff members will be sent to their line manager and details will be recorded on file. It is helpful to let professionals know when they have done a good job, as feedback from service users is the most important feedback of all.
How to make a complaint
In the first instance, you should complain through the service provider's complaints procedure. If the issue is not resolved to your satisfaction, then you can:
If funded by the council:
- speak to your social worker or the manager of the service you are complaining about
- complete an online complaint form
- contact the Complaints and Representations Manager, see details on right.
Contact the Local Government Ombudsman's, LGO Advice Team using the contact details on the right.
If the complaint is about abuse or ill treatment:
Please phone Social Care Direct on 020 8359 5000. If the person is in immediate danger or needs medical treatment please contact the police or an ambulance (999).
How we handle complaints
We aim to acknowledge all complaints within three working days of the complaint being received by the council, and to offer a discussion with a named manager within five working days. The way the complaint will be investigated and how long it is likely to take will be discussed with you.
- we aim to respond to straightforward complaints within 20 working days from the date the complaint was received by the council
- you will be invited to comment on our response and if there is a disagreement, a meeting will be offered in an attempt to resolve your concerns
- a final decision on your complaint will then be sent.
Serious or complex complaints
- we will arrange an independent investigation. This will be by an external person or a senior manager in the council
- we aim for you to receive a provisional response to your complaint, with a copy of the investigator's report within 25 working days of the complaint being agreed. We will keep you informed if it appears that it will take longer than this
- you will be invited to comment on our response and if there is disagreement, a meeting will be arranged to discuss your concerns with a senior manager and the Complaints and Representations Manager
- a final decision on your complaint will then be sent to you.