Complaint or concern
Use the complaint route for dissatisfaction or repeated service issues. A personal acknowledgement is provided within two working days.
Contact And Help
Help with care that is already in place
Select the route that best matches the issue. For anything that may affect today’s safety, medication, visit or wellbeing, call the current-client contact rather than waiting for an online response.
Good to know before you send
Safeguarding
Use the safeguarding route where there may be abuse, neglect, exploitation or serious harm. Immediate danger requires 999.
Compliment or suggestion
Tell us what worked well or what could be improved. Public testimonial use is requested separately and is never assumed.
Answers
Common questions.
Can I cancel a visit online?+
You can request a cancellation, but it is not confirmed until the coordination team responds. Contract terms may apply.
How do I change an authorised family contact?+
Use the secure contact route. We verify the request, the person’s wishes and any legal authority.
Can I request an extra visit?+
Yes, but availability, assessment, staffing, funding and charges must be confirmed.
What if the on-call number does not answer?+
Follow the contingency information supplied with the care package. Use emergency or NHS urgent services where the issue cannot safely wait.
Can I report anonymously?+
Safeguarding and complaint routes allow anonymous reporting, although it may limit follow-up.