Complaints and
feedback about social care services
If you are unhappy with our
service or the way you have been treated - tell us. If you are
happy with our service or a particular member of staff - also let
us know!
The complaints procedure
How can I complain, comment or compliment?
Write to us:
Download our
Adult Services complaint form or
Children and Young People Services complaint
form and send it to:
Customer Relations Team,
Newham Dockside,
First Floor East, 1000 Dockside Road,
London E16 2QU
Or email us:
customerrelations.team@newham.gov.uk
Telephone us: 020 8430 2000 (Textphone:
020 8430 2412)
Visit us: Between 9.30am and 5pm
Advocacy and support
If you would like help to make a representation or complaint,
please let us know and we will arrange for someone to assist you -
this person is called an advocate. If you are aged under 18 and
receive help from Children and Young People Services you have a
legal right to an advocate.
The Local Government Ombudsman
If all stages of the complaints process have been exhausted and you
do not feel that your complaint has been properly dealt with you
may contact the Local Government Ombudsman. This is an independent
national service that investigates complaints against councils and
they can be contacted directly on the address below:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 020 7217 4620
Complaints involving health services and social care
services
If you receive help from social care and a health provider and you
are unhappy with the services provided you can decided which agency
to complaint to. If the majority of your complaint lies with one
agency then they will take the lead in responding to your concerns.
You will not need to make two separate complaints.
Complaints against commissioned services (agencies)
If you receive help from an agency acting
on behalf of the council's social care services and are unhappy
with any aspect of the service provided, you can either complaint
directly to the agency or to the council. In the latter case the
council will ask if you wish for the details of your complaint to
be passed to the agency for them to investigate, or if you prefer
the council will investigate and provide the response.