Complaints Procedure

In order to comply with the The Health and Social Care Act 2008 it is required that a formal Complaints Procedure is available for residents:-

If a resident wishes to make a complaint they should share it with a Carer in the first instance.  If the complaint raised is not resolved to the satisfaction of the resident, they should then inform the Manager, the Deputy Manager, the Operations Manager, the Business Services Manager, or Care Leader, if applicable.

Should the resident still consider the complaint to be unresolved, the matter should be brought to the attention of the Team Leader.

If the complainant is still unsatisfied with the outcome, the Team Leader will take the matter to the Management Committee of the Romford Baptist Church Housing Association Ltd, for their consideration.  Unless there are exceptional circumstances, any investigation should be completed within 28 days with a report, and apology if appropriate, given to the complainant.

If the complaint needs to be taken further, you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed.  The LGO provides free, independent advice.

The LGO Advice Team can be contacted for information and advice, or to register your complaint as follows:

Telephone:   0300 061 0614  Email:  advice@lgo.org.uk

Website:    www.lgo.org.uk

The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.

You can also contact the local council’s Complaints Team; the details are as follows:

Address:  Complaints Team, London Borough of Havering, Adult Social Care, Yew Tree Resource Centre, 20 Yew Tree Gardens, Romford RM7 9AA

Telephone: 01708 432589

Our service is registered with and regulated by the Care Quality Commission (CQC).  The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time you can contact the CQC as follows:

Telephone:   03000 616161  Email:   enquiries.london@cqc.org.uk

Address:    Care Quality Commission National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.

A copy of the home's Complaints Policy may be found here.