Supported Living Complaints Procedure
You should follow this procedure if you have a complaint about the care provided by Cherry Tree Housing Association (if you have a learning disability and live in one of Cherry Tree Housing Association's care homes or supported living schemes).
We can provide information to make a complaint in pictorial format.
1. Firstly, you should tell either:
The care staff at your care home,
the Head of Home.
If you do not want to make a complaint by yourself, you can ask someone else to help you. This could be:
your social worker;
a friend or relative;
The local advocacy service is: PoWHER
Tel: 0300 456 2370
2. If they do not help you, you should tell the Services Manager. You can do this by phoning Cherry Tree Housing Association or sending us a letter or email.
Cherry Tree Housing Association
Porters Park Drive
Tel: 01923 850580
Mob: 07768 168413
The Care Manager will look into the problem, inform the Chief Executive and you should get a written reply within 2 weeks.
3. If Cherry Tree Housing Association does not respond to your complaint, and does nothing to help you, you can make a complaint to Hertfordshire Social Services (who provide your care): The Client Relations Manager
SFAR 209, second floor, Farnham House
Six Hills Way
Tel: 01438 844271
Also, if you live in a registered care home, you can contact the Care Quality Commission to make a complaint:
Newcastle upon Tyne
Tel: 03000 616161
Fax: 03000 616171
4. If you feel that your complaint is very serious, or nobody else helps you, then contact the Local Government Ombudsman. The Local Government Ombudsman
PO Box 4771
Tel: 0300 061 0614
Fax: 024 7682 0001
You can also submit your complaint using their online form on their website (www.lgo.org.uk).