Social services' complaints: adults

Important changes to the complaints procedure

On 1 April 2009, the Government introduced a single complaints procedure for Adult Social Services and the National Health Service. This is in response to the 'Making Experience Count' consultation and sets out the following goals:

To take a more flexible approach towards handling individual complaints, which focuses on the needs and wishes of the people involved
To simplify things so that it is much easier for people to share their experiences and for the organisations concerned to respond
To make sure that people's experience help improve services

Help us to improve our services

We welcome feedback from all service users and carers. This is a valuable way to help us improve our services to you.

It is important to let us know when things are going wrong and going well. Please use the form to give us your suggestions and compliments, as well as complaints.

Your right to complain

We provide a wide range of services to many people, so sometimes things can go wrong. At times, we may make an error or refuse to provide a service that you or your relative thinks you should get.

If this happens, you have a right to discuss your views with a manager and to receive a written response.

We want to know what has gone wrong, because we care about the quality of service we provide or is provided on our behalf.

After completing our investigation, we will write to you;

explaining how the matter has been resolved
with details of what appropriate action has been taken to put things right
letting you know who to contact if you remain dissatisfied

Confidentiality

We keep information about people who use our services; however, your personal information is only ever given to people who need it. Visit the access to personal information page to find out how you can see this information.

Under the Data Protection Act 1998, you have a right to see the information we keep about you, whether held on computer or on paper. Whenever possible requests to see your records should be made in writing to your local office or to the person you normally deal with.

Alternatively, you can contact the council’s Corporate Information Officer or the Complaints Team.

How to get help to make a complaint

If you want to complain or comment, but need help, please let us know.

The first point of contact for all users and carers is normally the Social Services Team.

We can arrange for translations or an interpreter, or we can help if you have a sight or hearing impairment by providing a Braille translation or audio tape. We can also arrange for you to talk to someone from your background, or to talk to a particular person.

If you would like to talk to someone who does not work for Adult Social Services, you can get help from:

North East London Advocacy
Tel 020 8970 5731

Equalities National Council
Tel 020 8527 3211 or 020 8527 3212

Mencap
Tel 020 8988 9560

Disability Information Advice Line (DIAL)
Tel 020 8539 8884

Waltham Forest Carers Association
Tel 020 8531 9652

How to make a complaint

There are many ways to make a complaint, but the quickest and most effective way is to talk directly to the people you normally deal with or to their manager. Tell them what you are unhappy about and that you wish to make a complaint. Most problems and misunderstandings can be sorted out quickly this way.

You can ask the staff at any Adults Social Services office to record your complaint in writing and send it to the Complaints Team for you. There is also a freepost complaints form that you can fill out and post to the Complaints Team or email to adultservicescomplaints@walthamforest.gov.uk.

Alternatively, you can make your complaint via Waltham Forest Direct on 020 8496 3000 or by using the webform.

We can only look into complaints if they are made within 12 months of the date on which the subject of the complaint occurred or came to the attention of the complainant. If it is over 12 months, the Complaints Manager will decide whether to investigate the matter.

Local Resolution

When we receive your complaint, the Complaints Team will contact you within three working days to clarify the issues raised and find out how we can resolve your complaint to your satisfaction. (We will try our best to achieve an amicable resolution with you, but some requests may be unrealistic or beyond the council’s role and responsibilities).

We will let you know how long it will take to fully investigate and respond to your complaint. The majority of complaints are resolved within 28 calendar days, but we aim to deal with the matter as swiftly as possible. Although some complaints may take longer, for example, if we need to re-assess you or get more details from your GP or hospital consultant.

After contacting you, the Complaints Team will write to confirm:

The agreed timescale for responding to your complaint
Who will be investigating your complaint (normally the manager responsible for the team or service)
What type of response you will receive; either a letter or a report

Sometimes, depending on the type and complexity of the complaint, we use independent investigators or seek a second opinion from an independent assessor; but the Complaints Team will discuss this with you.

Shortly after receiving our letter, the person investigating your complaint will contact you to introduce themselves and discuss the complaint with you to see how they can resolve it.

Once the investigation is completed, the manager will write to you with the outcome of your complaint. They will explain whether or not they have been able to achieve the outcome you requested. If you are dissatisfied with the outcome, you can discuss the matter further with the Complaints Manager to see what more can be done.

Complaining on behalf of someone else

If you are acting on someone else’s behalf, we must have their written consent allowing you to make the complaint or a copy of the Enduring Power of Attorney, if they no longer have capacity to make decisions for themselves.

Complaining about home care agencies and residential care homes

If your complaint is about the actions of a home care agency or a private residential care home, which adult social services have commissioned, we will send your complaint to the registered manager asking them to respond to you directly. Each provider has their own complaints procedure as required by the Care Quality Commission. The provider is responsible for dealing with your complaint; however, should you remain dissatisfied, please contact the Complaints Manager.

Our Contracts and Commissioning Team is made aware of all complaints received about providers and discuss the outcome of these as part of their monitoring visits.

Local Government Ombudsman

If you remain dissatisfied with the final response and outcome of your complaint or the way Adult Social Services have handled the matter, you have a right to take your complaint to the Local Government Ombudsman.

Their address is:

Local Government Ombudsman
PO Box 4771, Coventry CV4 0EH

Tel 0845 602 1983
Fax 024 7682 0001
Adviceline 0845 602 1983
Web www.lgo.org.uk

E-mail advice@lgo.org.uk

There is more than one way to raise your concerns

You can discuss your concerns about any council service with your local Councillor or MP at any time. You can find out who your local Councillor is by asking at your local library or calling Waltham Forest Direct on 020 8496 3000.

Click here to find details of local Councillors and their surgeries.

MPs details are available by clicking here.

How to get in touch with Adults Social Services

To contact Adults Social Services or to make a complaint about Adults Social Services, please call Waltham Forest Direct on 020 8496 3000, Minicom 020 8496 3010. To find your nearest Social Services Office visit this page.

Contacting the Adults Social Care Complaints Team

For more information on making a complaint, please contact: (no stamp required)

FREEPOST RRAC-YJAH-EYZH
Complaints Manager
Adult Social Care Complaints Team
Adult and Community Services
Silver Birch House
Uplands Business Park
Blackhorse Lane
Walthamstow E17 5SD
(please note: this building is not open to visitors)

Tel 020 8496 3000 (ask for the Complaints Manager for Adult Social Care)
Fax 020 8496 3659
Minicom 020 8496 3010 (for deaf and hard of hearing users only)
Email adultservicescomplaints@walthamforest.gov.uk

For complaints about healthcare

Consumer Relations Department
NHS - Waltham Forest
3rd Floor, Kirkdale House, Kirkdale Road,
Leytonstone E11 1HP

Tel 020 8430 8000
Fax 020 8430 7499

For complaints about Mental Health Services

Complaints Officer
North East London Foundation NHS Trust
Maggie Lilley Suite
Goodmayes Hospital
Barley Lane
Ilford IG3 8XJ

Tel 0844 600 1295
Fax 0844 931 0114

Complaints leaflet

Please click to download the listening, responding, improving leaflet (1.66Mb PDF file, August 2009).

Complaints form

Please click here to download a copy of the complaints, compliments and suggestions contact form (892KB PDF file, August 2009).

Click here for the online Council complaints form