Adults' and Community Services complaints
The Adults' and Community Services complaints service deals with complaints about the following
- Social work
- Personal care
- Residential centres
- Day centres
- Occupational therapy
- Adaptations and equipment for people with disabilities
- Short breaks for carers
- Charging policy
The department also deals with complaints about services across Lambeth for:
- Young families
- Older People
- People with physical disabilities
- People with sensory disabilities
- People with learning disabilities
- People with mental ill health
- Vulnerable single homeless people
- People with HIV or AIDS
- People who misuse drugs or alcohol
- Carers
- Asylum seekers
Adults' and Community Services have a complaints procedure and this is outlined in the following information leaflets:
Making a complaint
If possible, you should talk to the person you usually deal with in Adults' and Community Services or their manager. They may be able to resolve the problem quickly.
If you are not happy with their response or would prefer not to raise it with them you can:
- Write to the complaints officer by letter or by using the complaints leaflet.
- Telephone the complaints officer on 0207 926 4840/4522.
- You may ask another person (a friend, relative etc.) to complain on your behalf or help you to make a complaint.
The complaints procedure involves three stages:
Stage I
Complaints received by the Complaints Officer will be referred to a local manager who will look into the matter and reply directly to you as soon as possible. If your complaint involves the manager or if an attempt has already been made to deal with it then the Complaints Officer will refer the matter to a more senior officer.
If you are a child or a young person or are making a complaint on their behalf we would still prefer to address your concerns at Stage I as we believe that this will enable things to be done more quickly. However, if you prefer, you may proceed straight to Stage II.
Stage II
If you are not satisfied after Stage I you may then make a formal complaint by contacting the Complaints Officers. An officer will be appointed to investigate your complaint and will report the findings to an Assistant Director who will write to you.
If you are a child or young person or have made the complaint on their behalf this investigation will involve an independent person (someone from outside the council).
The department tries to respond to a complaint at this stage within the required 28 days (we are allowed to take up to 90 days if the complaint relates to an adult). Investigations, however, can take quite a long time and it may not always be possible to provide a response within the deadline.
Stage III
If you are not satisfied with the outcome of Stage Two you can appeal to a review panel consisting of Councillors and an independent person. You and a representative of your choice may attend the panel meeting.
The panel will meet within 28 days of your request to consider the complaint and will make recommendations to the Executive Director of Adults' and Community Services who mill make the final decision on behalf of the Council. A copy of the panel's recommendations will be sent to you.
You will be informed of the council's decision within 28 days of the panel meeting. The Executive Director will consult the independent person before reaching a decision if, as in Stage Two, the complaint involves a child or young person.
We will try to keep you informed throughout the process. However, you may contact the complaints officers at any point to check on progress or to discuss any issues that arise. They can be contacted on 020 7926 4840 or 020 7926 4522.
Frequently Asked Questions
If I am unhappy with Health Care who do I complain to?
Health Care is the responsibility of the Primary Care Trust, however complaints should be made to the establishment or service that you wish to complain about in the first instance e.g. a hospital.
If I live in a private residential/nursing home and I am unhappy with an aspect of my care who do I complain to?
If Lambeth Adults' and Community Services is paying for your care you should talk to your Social Worker or the Commission for Social Care Inspection, although in the first instance you should talk to the manager of the home.
How long will I have to wait for an assessment of my needs?
When a referral is received in Social Work or Occupational Therapy your referral is prioritised, and you are then informed by letter about when you may be visited. If your needs change or you would like more information you should contact the Duty Officer referred to in that letter.
Where can I find information about purchasing my own equipment?
The Occupational Therapy Team have a resource leaflet available, (contact 020 7926 6634), alternatively you can contact The Disabled Living Foundation 0207 289 6111.
If I am unhappy with the amount I pay towards my services e.g. a personal carer, who do I contact? You should discuss this with your social worker who can advise you.
Who to contact
Harold Vanderputt
Quality and Complaints Officer
Lambeth Adults' and Community Services
Phoenix House
10 Wandsworth Road
London
SW8 2LL
Tel: 020 7926 4840
Fax: 020 7926 4871
Email: hvanderputt@lambeth.gov.uk