Call 999 IF THERE IS AN IMMEDIATE RISK OF HARM OR ABUSE
We hope our residents are satisfied with the quality of care and other services they receive but recognise that they or their relatives may wish to raise a concern or make a complaint.
We encourage residents, their relatives and staff members to raise any concerns initially with the Registered Manager. If this does not lead to an immediate resolution of the problem see details below. All complaints will be acknowledged within 24 hours and fully resolved within 28 days. The Care Quality Commission will always be kept fully informed throughout.
If complainants are unhappy with the resolution offered, they may progress the matter by referring it to:
- Funded care – Contact the council/ICB responsible for funding:
- West Northampton County Council – 0300 126 7000
- Leicestershire County Council – 0116 3057422
- Leicester City ICB – 0116 295 3405
- Leicester, Leicestershire and Rutland ICB – 0116 295 7572
If you are unhappy with the outcome of your complaint you can contact the Local Government Ombudsman via E-Mail phso.enquires@ombudsman.org.uk or by phoning 0345 0154 033.
CHC Team
CHCWest.NCC@westnorthants.gov.uk 01604 362052
Self-funded care – If you pay for your care, you can contact the Local Government Ombudsman via E-Mail phso.enquires@ombudsman.org.uk or by contacting 03450 154 033.
Safe-guarding – If you are unhappy with the outcome of a safe-guarding concern or need to raise urgently contact 0116 454 1004
Complaints Relating to a GP – Please submit them to NHS England: england.contactus@nhs.net please state: ‘For the attention of the Complaints Team’ in the subject line. Or telephone on: 03003 11 22 33.
Although the Care Quality Commission are not a complaints agency and do not investigate individual complaints, they will consider any views expressed
03000 616161
Updated 09/01/2025