Who comes to your door
Checks, training and the people we choose.
Read more →Our standards · Feedback and complaints
If something isn’t right, we want to know.
We’d always rather hear about a problem than have you put up with it. Raising a concern will never affect your care, and you don’t need to use the word “complaint” for us to take it seriously.
How to raise a concern
- Tell us in whatever way suits you Speak to any member of our team, call 01284 245337, email office@jadehomecare.co.uk or write to us. There’s no form to fill in, and a relative, friend or advocate can raise it for you.
- We’ll acknowledge it within three working days We’ll offer to talk it through, explain who is looking into it and when you can expect a full answer.
- A full written reply, normally within 20 working days We’ll explain what we found, any apology and what we’ll put right. If it takes longer, we’ll tell you why and keep you updated at least every ten working days.
- Not satisfied? Ask for a review Someone who wasn’t involved will look at it again. If a concern is about one of our managers, it’s always handled by someone else.
These are the longest we’d expect to take, not how long you’ll wait. In practice, we usually reply much sooner.
Taking it further
If you’re still unhappy after our response, you can contact the Local Government and Social Care Ombudsman on 0300 061 0614. They look at complaints about adult social care in England, including privately arranged home care. You should normally contact them within 12 months of the problem.
If your care is arranged by the council, you can also complain to the council directly.
If you need help to raise a concern, we can arrange information in a format that suits you, an interpreter or an independent advocate.
If someone is in immediate danger, call 999. Safety concerns are always acted on straight away.
Something gone well? We’d love to hear that too. We pass every compliment on to the team.
More about our standards
What happens if…?
Straight answers about illness, lateness, emergencies and more.
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