If you do not wish to make a formal complaint regarding Adult & Community Services, you have the option of making a representation - a comment or suggestion to the authority that requires an official response.
This could be:
We would hope that most things you are concerned about can be settled by talking to the person you usually see from Adult & Community Services. If you tell them your concerns or comments, they will try to help. If you do not think this would be appropriate, you could give your feedback to your locality manager. If you don't know where they are based, you can call Care Direct on 0845 155 1007.
You could also pass details of your feedback to the Customer Services Team. Find out how to contact us.
When we receive your feedback, we will write to you within two working days informing you if we can look into it further, and who is responsible for doing this. If we can't look into your feedback, we will tell you why.
If you are eligible to use the Complaints and Representations procedure to make a representation to the authority, then ideally in the first instance your representation will be resolved at a local level by front line management of the service you are commenting upon.
Any feedback you make to the authority will be taken seriously and looked into locally by an appropriate manager. You will receive a written reply from them as soon as possible. This should normally be within 20 working days of the date we receive your feedback, or if your feedback has more complex issues then it could take longer, but the manager responsible for looking into your concerns should inform you of this.
You can make a comment or suggestion (known as representation) on behalf of an eligible person if you have their permission, or they are not able to make a representation themselves and we consider you to have sufficient interest in their welfare - you are a carer or a family member.
When we receive the feedback, we will write to you as the representative within two working days informing you if we can look into it further, and who is responsible for doing this. We will not write to the person you are representing, unless you specifically request us to do so.
If we cannot look into your representation, or if you are not eligible to act as a representative, we will tell you why.
If you are eligible to act as a representative, and we are able to look into the representation, it will be looked at under the Adult & Community Services Complaints and Representations procedure. This means that ideally in the first instance your representation will be resolved at local level - through front line management of the service that has been commented upon.
If you, or the person you are representing, are not satisfied with the response to your representation, you have the right to proceed to Stage 1 of the Complaints and Representations procedure. To do this, you need to inform the Customer Services Team what you are unhappy with, and what you would like to happen to put things right. You can find details of how to contact the Customer Services Team by clicking here.
There is more information about the Adult & Community Services Complaints and Representations procedure on the Documents and Reports page.
If you would like to make your comment online please visit our online feedback form.
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