Compliments, Concerns and Complaints
Enabled Living welcomes compliments, concerns and complaints from people who draw on our services. This is an opportunity for us to continually learn, adapt and improve services for everyone.
We are committed to improving services using our Co-Production approach. Whether you have a complaint or a concern do consider getting involved in the Enabled Living Co-Production group.
If you have any access needs, we can support these.
This information can be provided in BSL. Please do let us know.
Compliment
It’s good to know when we’re getting things right so we can share good practice across the company. If you’ve been impressed with the service, you have received please let our staff know. Your positive feedback is really motivating.
We aim to provide excellent service every time, however, we acknowledge that sometimes we may not get things quite right.
Concern
If you are not satisfied with the service you have received from us, this explains how you can raise a concern or make a complaint and what to expect when you do.
We want to know if you have any concerns about the service received so we have the chance to put things right. Speak to the member of staff working with you or ask to speak to their manager. They will try to resolve your concerns and answer questions straight away.
Complaints
If you are still unhappy and wish to make a formal complaint please fill out the enquiry form here. If you would like to speak to someone on the telephone or come into the office then please call us between Monday to Friday, 9 am to 5 pm
@ Email us on info@enabledlivinghealthcare.co.uk
Call us on 0203 373 2222 and ask for the Manager of the service
Write to us at Enabled Living 7 Alpine Way, Beckton E6 6LA
Arrange an appointment to call into our office at 7 Alpine Way, Beckton E6 6LA
Who can make a complaint?
- The person who has received a service from Enabled Living
- A family member, carer or friend acting on behalf of that person
- An advocate i.e. solicitor, independent advocacy service
- A health and social care professional e.g. GP, Social Worker
- Local Councillor
- MP
What happens next?
We will acknowledge receipt of your complaint within two working days in writing, advising of the date a full response will be provided by.
We will pass the complaint on to the relevant service manager who will investigate your complaint and provide a full written explanation of the investigation and its outcomes.
We will investigate the complaint and try to resolve it speedily and efficiently. We will let you know if it’s taking longer for us to investigate than we anticipated. We may ask to meet with you to understand your concerns in more detail.
We aim to investigate and provide a response within ten working days of receipt, including the actions undertaken.
This may be by letter, email or your preferred format.
In the event that your complaint has not been resolved after being reviewed, you can pursue your complaint further. You will be asked to write to the Managing Director explaining why you remain dissatisfied.
If, after this, you are still unhappy with the response to your complaint you can contact the Parliamentary and Health Service Ombudsman. www.ombudsman.org.uk/making-complaint
If you require support to make a complaint
If you’re looking for an advocate for social care complaints in Newham, you can look for assistance here.
After we have resolved and concluded your complaint, we would like to hear about your experience and ask if you would like to be involved in our Co-Production group. Further information will be provided at this point. One of our values at Enabled Living is ‘always learning’ and we know one of the best ways of learning is from mistakes we make. At Enabled Living we are always striving to improve and develop. One of the best ways of doing this is working together with you to deliver the services you want to receive.