Birchgrove is committed to providing the best possible service and always welcomes your feedback.
If at any time you are concerned or dissatisfied please feel free to speak to any member of staff about your concerns.
Should your concern not be resolved to your satisfaction please write to the Executive Director in the first instance who will acknowledge a written complaint, in writing, within 24 hours and provide an initial response, in writing, within 7 days.
If you tell the Executive Director that you are not satisfied with our first response, we will escalate it to the Chief Executive, who will provide a final decision in writing within 14 days of receiving the complaint, unless we have previously agreed a later deadline.
Birchgrove is registered with the Housing Ombudsman Scheme to provide an independent review of complaints. We will not treat you any differently if you make a complaint. We will cooperate in the same way with anyone authorised formally to act on your behalf. If you are not satisfied with our final decision, or we fail to provide a decision by the relevant deadline, you may refer the matter to the Housing Ombudsman Scheme at:
Housing Ombudsman Scheme
PO Box 152
LIverpool L33 7WQ
Tel 0300 111 3000 (Mon-Fri 09.15-17.15)
We will cooperate fully with the Housing Ombudsman Scheme during any investigation and comply fully with the Ombudsman’s final decision.
Complaints in relation to contracted care should be referred to your care provider and, if unresolved, to:
The Local Government & Social Care Ombudsman
Tel 0300 061 0614 (Mon-Fri 08.30-17.00)