Feedback, concerns or complaints
At CHT, we aim to provide a safe, supportive, caring environment where our residents can grow, take positive risks, and feel challenged and empowered to work towards their potential as they progress through our services and when they move on. ​But life in a community can sometimes feel challenging. Other residents’ behaviour may feel difficult, staff can make mistakes, amenity may not be what it should be, and our service may not achieve the quality we want.
As a learning organisation, we welcome feedback and complaints as they enable us to improve. Complaints and feedback are also evidence of our residents finding their voice and articulating what they need and want.
We aim to make the complaints procedure as straightforward as possible.
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Complaints procedure for residents
We are committed to helping residents assert their rights within and outside the organisation. Upon joining a community, we provide all residents with a copy of our Complaints Policy. The complaints procedure is outlined below.
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Stage 1
Misunderstandings and frustrations are common in community living. Residents are encouraged to bring complaints to the weekly Community Meeting, where issues are discussed and recorded in the minutes. At the meeting, the complaint will be acknowledged, and the next steps will be outlined. If a resident feels uncomfortable speaking up in the meeting, they can talk to their Keyworker, Service Manager, staff member, or Community Psychotherapist for support.
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Stage 2
If a complaint is not resolved during the community meeting or through follow-up actions, it should be put in writing and submitted to a Key Worker or the Service Manager. The Service Manager will acknowledge receipt of the written complaint and respond within 28 days.
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Stage 3
If a resident feels that the complaint has not been resolved at stage 2, they can write to our Head of Psychotherapy, or Lead Social Worker. They will respond within 28 days of receipt and review the complaint and how it was handled. If necessary, they may initiate a formal investigation.
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Stage 4
If the grievance is not resolved by Stage 3, they can write to our Chief Operating Officer (COO). The COO and/or the Chief Executive (CEO) will then review the process, any investigation already undertaken, and any additional or new evidence you may have to support your complaint, and they will make a decision based on that. All complaints will be responded to within at most 28 days of receipt.
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Stage 5
If you are not satisfied with the decision made by the COO or CEO, you may take your complaint to the Board of Trustees, which will investigate the complaint.
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Apart from our internal complaints procedure, residents of CHT have the right to make complaints through a range of other bodies, such as CQC, their funding authority, or their external care team. Each of these bodies will have its own complaints policy and procedure, and residents are advised to contact the body they wish to complain to for further details.
Complaints procedure for relatives, external professionals, neighbours and others
We welcome complaints from relatives, external professionals, neighbours, and others as a way of communicating with others about the work we do, learning and improving our services, and safeguarding against individual or collective inappropriate actions or behaviours by CHT staff or residents.
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Because of our therapeutic ethos and duty of care, the care and protection of our residents and their confidentiality must remain paramount when dealing with any external complaints.
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Stage 1
Please write to the Service Manager of the relevant service or send it to the head office. Include your reasons, any supporting evidence, and suggested resolutions. The Service Manager will acknowledge your complaint and respond within 28 days.
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Stage 2
If your complaint hasn't been resolved to your satisfaction at stage 1, you can write to the Head of Psychotherapy, or Lead Social Worker at the CHT head office. They will review the complaint, and if necessary, initiate a formal investigation, which may include meetings with you and others involved. You will receive a response to your complaint within 28 days of receipt at the central office.
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Stage 3
If the grievance is not resolved by Stage 3, you can write to our Chief Operating Officer (COO). The COO and/or the Chief Executive (CEO) will then review the process, any investigation already undertaken, and any additional or new evidence you may have to support your complaint, and they will make a decision based on that. All complaints will be responded to within at most 28 days of receipt.
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Stage 4
If you are not satisfied with the decision made by the COO or CEO, you may take your complaint to the Board of Trustees, which will investigate the complaint.
FAQs
Is there a time limit for complaints?
Complaints must be submitted within 12 months of the event unless there's a valid reason for the delay and the investigation remains feasible. It is essential to include the following details in the complaint:
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The date the event occurred.
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The date the complainant noticed the event.
Are all complaints upheld?
Not all complaints will be upheld, but all will be discussed and considered, and reasons and appropriate actions, resolutions, or interventions will be introduced. Explanations will be given for any decisions or actions we take.
What will happen as a result of my complaint?
When submitting a complaint, please clarify your desired outcome. For instance, you might want an apology, a detailed explanation, improvements to be implemented, or assurance that the issue won't recur in the future.
Where can I find contact details to make a complaint?
The address of the central office for complaints at Stages 2, 3 or 4 is:
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Community Housing and Therapy
Unit WG10
Vox Studios
1-45 Durham Street
Vauxhall
SE11 5JH
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020 7381 5888
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Will my complaint be kept confidential?
​CHT will retain records of all complaints investigated at Stage 2 and beyond. All complaints will be dealt with confidentially, on a need-to-know basis, and in accordance with the requirements of the Data Protection Act 2018/GDPR.
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Where can I access your complaints policy?
​Please contact us for a copy of our full complaints policy.
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