23rd May 2025
A recap of Dementia Action Week at Brunelcare
This Dementia Action Week our dementia coaches held their very own dementia awareness week of events and activities to showcase the exceptional work taking place at our sites.
20th Dec 2022 - Written by Brunelcare
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We are committed to continuously improving the quality of services we provide by understanding the experiences of people accessing those services.
Your feedback helps us improve our services and develop as an organisation, and we encourage, value, engage with, and learn from all types of feedback.
Here is our Complaints, Compliments and Concerns Annual Report for the period October 2021 – September 2022.
Between 1 October 2021 and 30 September 2022, we received 107 Stage 1 complaints across all of our services. These were broken down into:
We have a number of mechanisms in place for customers to raise a concern or make a complaint. Between 1 October 2021 and 30 September 2022 we received:
We aim to resolve complaints as quickly as possible, and our policy states that all complaints will be acknowledged within 3 working days of receipt and fully responded to within 10 working days.
Between 1 October 2021 and 30 September 2022 we:
Reasons for this deadline being delayed include:
We are working hard to ensure complaints are responded to and resolved within the 10 day period set out in our policy.
During the year we received a diverse range of complaints due to the similar diversity of the services we provide.
Our two highest complaint subject areas were standards of care and repairs, which made up around 48% of the complaints we received. Other subject areas included employee-related complaints, billing, communication and quality of services.
We received 52 compliments about the services we provide and our employees. We are working to further improve the recording and reporting of compliments to ensure all feedback is captured.
We are continually looking for ways to improve the way we respond to complaints.
To ensure full compliance with the updated Complaints Handling Code issued by the Housing Ombudsman, we have completed a self-assessment which has led to our Managing Comments, Concerns, Complaints and Compliments Policy being updated.
We are currently ensuring that procedures are in line with our updated policy and have a plan to cascade refresher training to staff.
Read our most recent self-assessment
An in-depth analysis of the number of complaints received and the issues raised has been carried out to identify how systems can be improved to ensure issues do not happen again. It is important to us that all learning is captured from feedback and complaints and shared throughout our services to improve the experiences of those using our services.
12 months ago we changed the way we handle complaints so that customers have the best possible experience. We have a Complaints Officer who will act as a single point of contact for all complaints. The Complaints Officer will ensure we have listened to and properly understood the complaint being raised, appoint the right person to investigate, follow up that investigation to ensure it has been carried out correctly and in good time, and check that the complainant is satisfied with the process and the outcome.
To read our full Complaints, Compliments and Concerns Annual Report, visit our Complaints Performance page. Here you can also read our quarterly breakdown reports for Q1 and Q2 of 2022-23.
23rd May 2025
This Dementia Action Week our dementia coaches held their very own dementia awareness week of events and activities to showcase the exceptional work taking place at our sites.
12th May 2025
On Wednesday 7th May we held our annual Long Service & Colleague Awards event to celebrate the achievements and invaluable contributions of our colleagues at Brunelcare.
9th Apr 2025
We are proud to announce the launch of our new Menopause Policy, which reflects our ongoing commitment to supporting the health and wellbeing of all our employees.
7th Mar 2025
Brunelcare was delighted to host a visit by the Minister of State for Care, Stephen Kinnock, at our Waverley Gardens Extra Care Housing scheme this week.