Tilsley House 01934 419 300 Earlfield Lodge 01934 417 934


Our complaints process

We are constantly striving to provide the highest quality care and service to each of our residents.

Our residents are at the heart of everything we do and by listening to all our stakeholders, we can learn lessons to improve our services which will ultimately benefit our residents and staff.

Making a complaint

If you are dissatisfied with any part of our enablement care service, please talk to us. By discussing your concern with the care colleagues or home manager, issues can usually be resolved swiftly. They will be able to discuss the problem with you and together you can agree the next steps. 

We take all complaints we receive very seriously and do our best to work with our customers to sort them out as soon as possible.

We ask that you give us the details of your complaint within 12 months of the incident, or within 12 months of you becoming aware of the problem. We will respond to your concerns considerately, quickly and as effectively as possible.

If a complaint alerts us to possible mal-practice we will immediately inform the Council's adult safeguarding team so that they can investigate the issue and guide the next steps.

You can provide feedback - good or bad - quickly and easily through the feedback form on this site

Alternatively, please feel free to get in touch with our Home Manager, either by email or phone.  We hope that you will be comfortable to discussing your concerns with us and give us a chance to put things right first.

In the event you wish to discuss any matters with the Company Director, you may contact Rizwan Govindji at any time.