We want to hear from you
We are committed to providing high quality services and support. Your feedback helps us understand what works well and where we can improve.
Whether you want to tell us about a positive experience, make a suggestion, raise a concern or make a complaint, we welcome hearing from you.
Giving feedback
You can share feedback about any part of our service.
This could include:
- Something that went well
- A member of staff who made a difference
- A suggestion for improvement
- An idea that could help us provide a better service
We use feedback to learn, improve and celebrate good practice.
Making a complaint
We understand that sometimes things do not go as expected.
If you are unhappy with any aspect of our service, we encourage you to let us know. We will listen, take your concerns seriously and work with you to understand what has happened.
We aim to:
- Treat you fairly and with respect
- Investigate concerns appropriately
- Keep you informed about what is happening
- Learn from complaints and improve our services
Making a complaint will not affect the support or care you receive from us.
How to contact us
You can contact us by:
Telephone
Speaking to a member of our team
Writing to us
Through a representative, advocate, family member or support worker acting on your behalf
If you need support to raise a concern or make a complaint, please let us know. We can provide reasonable adjustments, interpretation and translation support where needed.
If you need support to raise a concern
We recognise that raising concerns can sometimes feel difficult.
If you need help to provide feedback or make a complaint, please speak to a member of staff and we will discuss how we can support you.
Safeguarding concerns
If you are worried that someone is at risk of harm or abuse, please contact us as soon as possible.
Information about safeguarding can be found through the links in the footer of this website.
What happens next?
Stage 1
| Action | Timescale |
|---|---|
| We acknowledge receipt of your complaint | Within 4 working days |
| We investigate and provide a response | Within 28 working days |
If we need more time to investigate a complex complaint, we will explain why and agree revised timescales with you.
Stage 2 Appeal
If you are unhappy with our Stage 1 response, you can request a review of our decision.
| Action | Timescale |
|---|---|
| Request a Stage 2 Appeal | Within 14 days of receiving the Stage 1 response |
| Stage 2 review response | Within 28 working days |
The Stage 2 review will be undertaken by a manager who has not previously been involved in handling your complaint.
If you remain dissatisfied
If you remain unhappy after our complaints process has been completed, you may have the right to contact an independent body or regulator depending on the service you receive.
This may include:
Care Quality Commission (CQC)
Local Government and Social Care Ombudsman
Parliamentary and Health Service Ombudsman
Other relevant regulators or funding bodies
We will provide details of the most appropriate independent organisation when we issue our final response.
Learning from feedback and complaints
Compliments, comments, concerns and complaints help us improve.
We regularly review the feedback we receive to identify lessons, improve services and make positive changes for the people and communities we support.
Your feedback helps us shape better services for everyone.