||The Customer Care and Complaints team supports users of the Housing and Social Services Departments in a number of different ways.
The team handles complaints, enquiries and praise from service users. It ensures that complaints are dealt with effectively and within appropriate timescales and that those people needing assistance to make a complaint are provided with it. The team also co-ordinates enquiries from Members of the Council.
Complains about the Housing department are handled under the Council's Corporate complaints procedure
Complaints, comments and praise about Social Services can be made either in writing, over the telephone or in person at the Social Services Reception at Kensington Town Hall. Where necessary, a member of the Customer Care and Complaints Team will visit a service user in their own home to take down details of a complaint. A pre-paid form is available at most Social Services buildings upon which complaints, comments and praise can be written. Where a service user needs assistance in making their complaint the team will provide them with an advocate to give them the necessary support.
There are three stages to the Social Services complaints procedure. If the service user remains dissatisfied after reaching stage three of the procedure, they must contact the Local Government Ombudsman.
The team is also responsible for Housing and Social Services' compliance with Data Protection legislation and provides advice to staff and members of the public about the procedures for accessing client records and requests for information under the Freedom of Information Act.