4th Apr 2024
Continuing our commitment to the real Living Wage increase for 2024
As a charity, we are delighted to announce that we are retaining our status as a Living Wage Employer for the third year in a row, increasing wages for all
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.
4th Apr 2024
As a charity, we are delighted to announce that we are retaining our status as a Living Wage Employer for the third year in a row, increasing wages for all
6th Mar 2024
A plaque has been installed at our Emmanuel Court housing site to mark the place where Dame Agatha Christie married her first husband 100 years ago.
13th Feb 2024
After being transferred to our Little Heath Care Home for end-of-life treatment, Simone has made a full recovery and can finally move in with her long-term partner for Valentine's Day!
24th Jan 2024
Our Deerhurst Care Home has purchased its very own dementia empathy suit that allows the person wearing it to understand first-hand what it may be like to live with dementia.