Summary of the Complaints Procedures

APPLEFORD HOMES welcome and encourages your comments, compliments and feedback so that we can learn from your experiences. We want you to tell us when we have got things right and also when we could have done things better or differently.

this will enable us  to serve you better and provide you with the services that meets your expectations.

If you are unhappy with our services in any way, please tell us. We want to know, so we can try to put things right.

WE WILL ALWAYS TRY TO

Put things right

Fix, correct & make amends where necessary, in all our dealings at any point in time.

Be customer focused

The orientation of our organization is constantly towards serving our clients’ needs.

Be open and accountable

We always provide our services in a consistently transparent way.

Act fairly and proportionately

We always provide our services in a fair and consistent way.

Use the opportunities to improve our services

We love your opinions and feed backs, as it greatly helps us improve our services.

If you have approached the team responsible for the services, about which you are unhappy and you are still not satisfied, you have a legal right to make a complaint. Appleford Homes will advise you on the complaints procedure and support you to do that.

How to make a complaint:

Appleford Homes aim to reply to your complaint, within five working days of receiving it and will tell you how the matters you have raised will be handled. Your complaint will be recorded and dealt with by the manager of the service, who will investigate and try to provide a full response to you, in writing, within ten working days. If they think it will take longer than this to investigate your complaint properly, they will contact you to let you know. While this is happening, if you need any information or advice, or are dissatisfied in any way, then please do not hesitate to contact the Appleford Homes.

If your complaint cannot be resolved to your satisfaction, then Appleford Homes will advise you on how you can take your complaint to the Local Government Ombudsman, and let you know how you can do this.

Local Government Ombudsman

PO Box 4771,

Coventry

CV4 0EH

0845 602 1983

Care Quality Commission

You may also contact the Care Quality Commission {CQC} at any stage of your complaints procedure. CQC is the independent regulator of Health and Social Care Service in England and their contact details below.

Care Quality Commission

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

Email:enquiries@cqc.org.uk

Data Protection and human right

Appleford Homes will store all information in a safe and secure place. No information about service users will be shared without their knowledge or approval unless to do so would cause harm to the individual. If Care Quality Commission makes a request the request will be granted.

Get In Touch

Let's Work Together!

Email

applefordhomes@gmail.com

OUT OF OFFICE HOURS

07965535051

PHONE

07424546120

01618790070

FAX

01618790070

Address

Safestores,

Appleford Homes, Office II, Reddish Road, Reddish Stockport

SK5 7BW