We want to know what you think about our services
You may contact us
If you have a compliment, comment, complaint or a concern about adult social care services in Leeds, you may want to begin by talking to a local member of staff or their manager. Or you can contact the council using the information here.
How to contact us
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You can phone us: (0113) 222 4405
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If you are a textphone user you can ring us:
(0113) 222 4410
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You can write to us either by letter or by filling in the form on the complaints leaflet and handing it in to any Leeds City Council office, or send it to:
The Complaints Manager
Leeds City Council
Adult Social Care
Merrion House
110 Merrion Centre
Leeds
LS2 8QB
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You can visit one of our local council offices where we will always do our best to sort your problems out at once
We can also provide:
- complaints leaflet and video for deaf people who use British Sign Language, leaflets in Braille, large print and on audio tape
- leaflets in community languages are available on request.
If you need help making a social care complaint
Do you feel worried or confused about making a complaint? There are people who can help.
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You can ask a relative, friend or carer to help you make a complaint, or make a complaint on your behalf.
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If you have a learning disability, speak to Leeds Advocacy on 0113 244 0606. They will listen to you and tell the Complaints Manager why you are not happy. They will treat your enquiry in confidence and take your concerns seriously.
Remember, it’s your right to make a complaint and no one will think you are making a fuss.
Complaints about services provided by other agencies on our behalf
If you receive a service which is provided on the council’s behalf by a voluntary or independent provider you should make your complaint in the first instance
to their local manager. If you feel unable to do this you can contact their complaints manager, who will make a complaint on your behalf.
If you are not satisfied with the response you receive from the independent provider you can request that your complaint be looked at under our formal procedure, please contact the Adult Social Care complaints manager.
Listening
When you make a complaint we will listen carefully to what you say has happened, how you have been affected and what you would like us to do to put things right. We will talk to you over the phone or meet with you to discuss your complaint.
In all cases we will:
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support you through the complaints process
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always treat you as an individual acknowledging your right to make a complaint and ensuring that you feel able to complain without any fear of retribution
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keep your information confidential
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signpost you to Advocacy Services if you feel you need more independent support
Responding
We aim to fully address the issues that you have raised and in all cases we will:
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agree with you the format of the reply (e.g. in writing, in person etc)
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agree with you how the complaint will be dealt with and who will be replying to you
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acknowledge complaints within 3 working days and agree with you the timescale for a reply. We will keep you informed of any delays
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tell you the steps you can take if you are not satisfied and provide you with any related relevant information that might help you
Improving
We will use complaints, compliments and suggestions to look at our services and how we can improve them. In all cases we will:
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acknowledge our mistakes
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inform you what we are doing to put things right or to improve your individual service
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inform you about anything that we have learnt or any wider service improvements we are making as a result of your contact
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inform you about any improvements we are making in the way we handle complaints and other forms of feedback
If you feel that we have not dealt fully with your complaint or you are unhappy with the way it was handled, you can contact the Local Government Ombudsman.
The Department of Health sets the process for complaints about Adult Social Care.
Complaints about other council services
Complaints about other council services are dealt with under a separate complaints procedure.