Policies and procedures - handling complaints

Report - 16 May 2022

Our policies and procedures set out how we carry out our activities. These policies describe how we deal with complaints - both those against us, and those we receive about service providers.

However well run an organisation, things occasionally go wrong and people have a right to complain. These policies describe both how we handle complaints about what we have done and those we receive about service providers.

How we deal with complaints
Download (PDF 177 KB)
Whistleblowing
Download (PDF 202 KB)
Escalation of concerns
Download (PDF 228 KB)
Reporting incidents
Download (PDF 179 KB)

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Cherry Tree, The Farmhouse and The Paddocks, Wingletye Lane (ELIFAR - formerly the Lilliputs Complex)

Cherry Tree and The Farmhouse are co-located on a site just off Wingletye Lane in Hornchurch. Together with The Paddocks, they are care homes that offer residential care for people aged under 65 who are living with learning disabilities; they share the site with a Day Centre and a children’s unit (both outside the remit of Healthwatch).

The facilities were formerly known as the Lilliputs complex (the whole site was once part of a farm known as Lilliputs) but, since the current providers, R G Care Ltd, took them over, they are treated as individual units rather than as a complex. The three homes are individually registered with the Care Quality Commission (CQC); however, for ease of reference, we have prepared a single report referring to both Cherry Tree and The Farmhouse.

We visited the homes to find out about the services provided there, and what service users and staff think about it.

[We have now carried out four visits; all of our reports are available below. For our most recent visit, we went to Cherry Tree and The Farmhouse; we will be visiting The Paddocks in early 2025.]
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