Across our family of care homes at HC-One, we are here to listen to and learn from our residents, colleagues, families, and visitors. If you have any feedback you’d like to share, then please talk to us!
In person: You can speak to your Home Manager or another member of our team at any time. Our homes also host regular meetings for residents and relatives to join, if you’re not sure about when your next meeting is please ask the care home team for details.
Via telephone: If it’s easier, you can call the home to speak to one of the team, or contact our team of professional care advisors on 0333 999 8699.
Online: You can also email our care advisors on [email protected] or you can share feedback via our enquiry form.
Your ideas and concerns are important to us, so whether you reach out to us in person, via telephone, or online, we promise to respond within 21 days. For more information about sharing feedback, and details about the independent help and advice available in your country, please see below.
Independent support and advice
Should you require any independent help or advice in sharing your feedback, or raising a concern, support is available from the following organisations:
Sharing feedback and/or raising concerns in England
In England, you can seek support from the Independent Complaints Advocacy Service (ICAS): Visit www.pohwer.net. If you remain dissatisfied with the outcome, you can contact the Local Government Ombudsman (LGO):
Address: PO Box 4771, Coventry, CV4 0EH
T: 0300 061 0614
E: [email protected]
W: www.lgo.org.uk
Sharing feedback and/or raising concerns in Scotland
Residents and families in Scotland can contact the Scottish Independent Advocacy Alliance by visiting their website. Unresolved issues can be referred to the Scottish Public Services Ombudsman:
Address: FREEPOST EH641, Edinburgh, EH3 0BR
T: Freephone 0800 377 7330 or 0131 225 5300
W: www.spso.org.uk
In person: 4 Melville Street, Edinburgh, EH3 7NS
Sharing feedback and/or raising concerns in Wales
If you are based in Wales, you can seek assistance from Action for Advocacy by visiting their website. If your issue remains unresolved, or you are dissatisfied with the outcome, you can refer your concerns to the Public Services Ombudsman for Wales:
Address: 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
T: 0300 790 0203
E: [email protected]
W: ombudsman-wales.org.uk
Twitter: @ombudsmanWales
To find out more about the kind care we provide across our family of care homes, please speak to our professional care advisors on 0333 999 8699
Alternatively, use our helpful search tool to find a care home near you