We are fully compliant with the Care Quality Commission and our staff have enhanced DBS checks to ensure your safety and wellbeing.

Sending us your feedback

Here at Kensington Home Care, we aim to deliver high quality of care every time, which is why we continually ask for feedback from our customers that enables us to continually improve our services. The opinions of our customers and care staff help us to shape our service, so please do tell us what you think.

When we get it right…

We receive lots of compliments from our customers and their families. Not only is it great to celebrate the difference our carers make for our customers, but all feedback helps us to reshape our service, ensuring we give customers more autonomy of what they want and need. We are delighted when we receive compliments, we always pass on compliments to our care staff. It allows our employees to be recognised for their commitment and hard work.

When things don’t go as expected…

We are determined to provide a high level of care to all our customers, but if you feel your expectations have not been met, please let us know.

We aim to give our customers the confidence that their comments are being listened to, and that their concerns are dealt with quickly, effectively, discreetly and in a fair and honest way. We seek to learn from any given feedback and will use this to improve our services.

We hope that most issues can be resolved quickly and effectively, but if a solution cannot be found straight away, we have a formal procedure to follow. In the first instance, please contact us to discuss any concerns you may have on 01642 057 200

Still unhappy?

We encourage customers to raise concerns as soon as they can after the event occurred or the concern came to their attention, as delays in reporting concerns can cause challenges when conducting a thorough and fair investigation.

To ensure concerns are dealt with appropriately, we have a three-stage escalation process, where all concerns will be acknowledged within 24 hours of receipt. If the matter cannot be resolved immediately, then a response will be provided within 20 working days.

Complaint – Stage One

Our intention is that matters are resolved by one of the team within the branch

Complaint – Stage Two

If a concern cannot be resolved in Stage One, the Director of Operations will review the findings and outcomes from the previous investigation, aiming to resolve the concern to your satisfaction.

Complaint – Stage Three

In the instance that a concern cannot be resolved in Stage Two, an independent and impartial review of the concern and all investigations will be completed by someone at director level, who will make an informed decision on any further action required.

If at the end of our three-stage process you still feel that your concern has not been resolved to your full satisfaction, please contact the Local Government Ombudsman who will review the matter independently for you.

Sending us your feedback

We actively encourage feedback from our customers – both good and bad – so that we can continuously improve and ensure that we are consistently providing high-quality care.

If you have a compliment or a concern, please get in touch.

We love to hear your wonderful feedback, so please send your compliments to the email below or give us a call.

By email: info@kensingtonhcc.co.uk

By phone: 01642 057 200

Further Information:

We aim to resolve all concerns to your full satisfaction, however if you are not fully satisfied with the outcome of your concern you may refer your concerns to the Local Government Ombudsman or Ombudsman Wales and ask for the concern to be independently reviewed. Details below:

• LGO: Tel: 0300 061 0614 – Website: lgo.org.uk
• Care Quality Commission – Citygate Gallowgate, Newcastle upon Tyne, NE1 4PA. Tel: 03000 616161 – Website: cqc.org.uk

Kensington Home Care are registered with, and regulated by, the Care Quality Commission (CQC)). You can contact our regulators directly with any concerns you may have.

DOWN LOAD our complaints policy

Whistleblowing

Whistleblowing is the disclosure of information which relates to suspected wrongdoing or dangers at work. This may include:

• criminal activity;
• failure to comply with any legal obligation;
• miscarriages of justice;
• danger to health and safety;
• damage to the environment;
• the deliberate concealment of any of the above matters.

Should anyone wish to submit a whistle blow concern, this can be sent confidentially to the info@kensingtonhcc.co.uk email box where it will be dealt with in line with company policy