Complaints and compliments
How to raise a concern about our service, and what happens next.
We welcome feedback about our service. Raising a complaint will not affect the care provided to you or your family member, and concerns raised early are more easily resolved.
How to complain
Complaints may be made by any of the following means:
| By phone | 0208 154 6074, and ask for the registered manager |
|---|---|
| By email | info@eastendhomecarelimited.co.uk |
| By post | The Registered Manager, East End Home Care Limited, 13a Langdon Road, London E6 2QB |
| In person | Inform your carer, or request a visit from the registered manager |
Complaints may be made on behalf of another person. In such cases we will normally require that person's consent, unless they lack the capacity to give it, in which case we will act in their best interests.
What happens next
- Within three working days we acknowledge your complaint and tell you who is dealing with it.
- We investigate. That may mean speaking to carers, reading records, and speaking to you to make sure we have understood the concern.
- Within 28 days we give you a written response setting out what we found and what we are changing. If it is going to take longer, we will tell you why and keep you updated.
Where we have made an error, we will acknowledge it and apologise. We operate under a statutory duty of candour to be open where something has caused harm.
If you are not satisfied with our response
The following options are available:
- If your care is funded by a council, complain to that council's adult social care or children's services complaints team.
- If you pay for your own care, contact the Local Government and Social Care Ombudsman at lgo.org.uk or on 0300 061 0614. The Ombudsman covers privately funded care as well as council funded care.
- If your care is funded by the NHS, contact the Parliamentary and Health Service Ombudsman.
Notifying the Care Quality Commission
The Care Quality Commission does not investigate individual complaints, but concerns raised with CQC inform its monitoring and inspection of our service. You can contact CQC on 03000 616161 or through our profile page. This may be done anonymously and without reference to us.
Concerns about safety
If you believe someone is at immediate risk of harm, call 999. For concerns about abuse or neglect that are not an emergency, contact the safeguarding team at the relevant council. Concerns may also be raised with us directly, and we will make a safeguarding referral as required.
Compliments
Positive feedback about a member of staff is welcomed. It is passed on to the individual and recorded in their supervision file.