Alternative Name |
Social Services complaints, Council complaint, Complaints, Customer Care |
Description |
Helps Adult Social Care and Health users to make comments, complaints, or praise about services they receive. |
Address |
Customer Engagement Team|
Adult Social Care| Kensington and Chelsea | Westminster |
12th Floor, Westminster City Hall, 64 Victoria Street. LONDON SW1E 6QP |
Telephone |
0800 587 0072 (freephone)
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Email |
[email protected] [email protected]
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Hours |
Monday to Friday: 9.00am - 5.00pm |
Services |
See Notes |
Notes |
The Customer Engagement Team supports users of the Adult Social Care & Health 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.
Complaints, comments and praise about Adult Social Care & Health can be made either in writing, over the telephone or in person. Where necessary, a member of the Customer Engagement 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 is one stage to the Adult Social Care & Health complaints procedure. If the service user remains dissatisfied, they must contact the Local Government Ombudsman.
The team is also responsible for Adult Social Care & Health's 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.
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Last Updated
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11 October 2023
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