Social services' complaints: adults

Tell us what you think about Adults Social 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.

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. We may fail or refuse to provide you with a service that you think you or someone else should get.

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

We need to know what has gone wrong, because we care about the quality of service we provide.

If, after investigation, it is clear that something has gone wrong, we will:

Give you a full explanation and an apology
Try to put things right
Learn from our mistakes so that they
Are not repeated

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.

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 Adults Social Services First Response Teams.

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.

How to make a complaint

Stage one

Talk directly to the people who provide the service, or to their manager. Tell them that you wish to make a complaint.

Most problems and misunderstandings can be sorted out quickly this way.

Alternatively, there is also a Freepost complaints form you can fill out. You can ask the staff at any Adults Social Services office to record your complaint in writing and send it to the Complaints Team.

Your complaint will be recorded by the Complaints Team and sent to the manager of the service you complain about. We will monitor the progress of your complaint to ensure you receive the response within our timescales.

Adults Social Services staff are allowed 10 working days in which to resolve your complaint.

Stage two

If you are not satisfied, you can request that your complaint go to the second stage by writing to the Complaints Manager, explaining why you are dissatisfied with the stage one response.

You can get independent help to make a complaint. Ask at any Adults Social Services office how you can get this assistance.

The Complaints Manager will:

Register your complaint
Send you a written acknowledgement within five working days
Appoint someone to investigate your complaint. This person is not connected to the service you are complaining about
Write to tell you the outcome of your complaint. You should receive our reply within 25 working days. However, in complex cases, this may take longer. If there is a delay, we will tell you when you can expect a full reply (normally within three months)

Stage three

If you are still not satisfied, you can ask for an Independent Review Panel to be set up.

You must ask for this Panel within 20 working days of receiving our reply to the Stage Two investigation. You will need to explain why you are dissatisfied.

The Panel will review your complaint impartially, consider the concerns you raise and report their findings.

The Executive Director (Adult and Community Services) will consider the Panel’s findings and recommendations and write to you with their response.

This is the last stage of the Adults Social Services complaints procedure.

There is more than one way to complain

You can discuss your complaint 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.

If you are unhappy with the outcome or the way that Adults Social Services has investigated your complaint, you may ask the Local Government Ombudsman to look into the matter further.

Their address is:

Local Government Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Tel 020 7217 4620
Fax 020 7217 4621
Adviceline 0845 602 1983
Web www.lgo.org.uk

How to get in touch with Adults Social Care

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:

FREEPOST RRAC-YJAH-EYZH
The Adults 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 and 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
Waltham Forest Primary Care Trust (PCT)
3rd Floor, Kirkdale House, Kirkdale Road,
Leytonstone E11 1HP

Tel: 020 8430 8000
Fax: 020 8430 7499
Or visit http://www.walthamforest-pct.nhs.uk/ContactUs/default.htm to download a complaints leaflet and find more information about making a complaint about NHS service

For complaints about Mental Health Services

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

Tel: 0844 600 1200
Fax: 0844 931 0114

Download the complaints, compliments and suggestions leaflet and contact form

Image of the cover of the adult complaints, compliments and suggestions leaflet

Please click here to download a copy of the 'Complaints, compliments and suggestions' leaflet (733Kb, PDF file, document reference DP07-2161, September 2007).

If you would like a printed copy of the leaflet sent to you please contact your local social services office.

Complaints form

Please click here to download a copy of the complaints, compliments and suggestions contact form (427Kb, PDF file, September 2007). This form is included in the complaints, compliments and suggestions leaflet.