If you are unhappy with the service you have received from us, we want to know.
Make a complaint
We are committed to providing you with a high-quality service. Your feedback helps us to better understand how we are performing and where we can improve. A complaint is an expression of dissatisfaction about a service provided by Carecall in the last six months, however made, about the standard of service, actions or lack of action by the company, its own staff, or those acting on its behalf, affecting an individual customer.
Carecall - Stages of a complaint
Most complaints will start at Stage 1. At this stage we will:
- Clarify with you exactly what your complaint is.
- Ask you what remedy you are seeking.
- Confirm the details of the complaint to you.
- Investigate the complaint. This will usually be done by a service manager in the area where the complaint is made.
- Provide you with a response in 10 working days. In a few cases, which are complex or require a meeting or inspection we may take an additional 10 days to reply and we will let you know about that.
When we respond to your complaint, we will include in the reply:
- the complaint stage
- the complaint definition
- the decision on the complaint
- the reasons for any decisions made
- the details of any remedy offered to put things right
- details of any outstanding actions
- details of how to escalate the matter to stage two if you are not satisfied with the answer
If you are not satisfied with the response at Stage 1, you can escalate your complaint to Stage 2.
When we deal with a complaint at Stage 2 we will:
- Contact you to clarify the complaint.
- Ask you what remedy you are seeking.
- Most complaints at Stage 2 are heard at a Complaints Panel. We will talk this through with you and make arrangements with you for this panel meeting to take place. A Complaints Panel will review all the issues at Stage 2. It consists of a senior manager who has not been involved in the Stage 1 decision and a tenant representative who has been trained to be involved in complaint handling.
- Seek to agree a resolution to the case which is acceptable to all parties involved.
- Write to you to inform you of the outcome of this stage.
We will respond to your Stage 2 complaint within 20 days. When we respond to your complaint, we will include in the reply:
- the complaint stage
- the complaint definition
- the decision on the complaint
- the reasons for any decisions made
- the details of any remedy offered to put things right
- details of any outstanding actions
The Customer Feedback Team
We are proud to be part of Stockport Homes Group and utilise their dedicated Customer Feedback Team to deal with complaints that come into the organisation. These staff members have completed specific training to ensure that they are aware of the best practice in dealing with complaints and in listening skills to fully understand your complaint.
The Customer Feedback Team will often contact you to ensure we fully understand the issues you are raising and the remedy that you want. The Customer Feedback Team will either
- investigate your complaint themselves or
- request that a manager investigates the complaint.
The Customer Feedback Team will monitor complaints to make sure they are replied to in timescale, respond to all the issues you have raised and meet the quality standards that we expect.
You can contact the team by
- Using the online form at https://www.stockporthomes.org/about-us/our-performance/complaints/#ComplaintForm
- Emailing [email protected]
- Telephoning 0161 474 2600
- Visiting us at Cornerstone, our head office building which at 1-3 Edward Street, Stockport, SK1 3NQ
You can also report a complaint to any member of Stockport Homes staff.