Your compliments, comments, suggestions, and complaints are important to us at Phoenix Futures. The feedback received informs us what we are doing well and how we can improve our services.
If you’re happy with the service you have received, or if you have a suggestion, you can:
- speak to a member of staff, volunteer, or manager
- leave your feedback in one of our suggestion boxes in reception
- scan the QR code on a poster in a service
- send an email to [javascript protected email address]
How to make a complaint or tell us about a concern
Speaking to your keyworker directly is usually the quickest way of dealing with your concern. You can also contact the office to speak to the Service Manager. If you would feel more comfortable, you can contact Phoenix Futures Head Office at:
Address: Phoenix Futures. 68 Newington Causeway, London SE1 6DF
Telephone: 020 7234 9786
Or you can email us directly at: [javascript protected email address]
If someone tells us that they are unhappy about the service they have received, and we aren’t able to resolve it at the time, it will be handled as a complaint. Anyone affected by the way we deliver services can follow this process to make a complaint.
We will encourage and support you through the complaints process. A representative may complain on your behalf with appropriate consent or if the person needs help to complain and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005.
How we handle complaints
We will acknowledge your complaint in 5 working days. That person handling the complaint will have enough seniority and experience to deal with the issues raised by the complaint.
Staff will not be asked to investigate complaints about themselves. The Complaint Handler will usually contact you for further information and seek to find a resolution to your complaint. We will keep you informed about the progress of the investigation.
We aim to have all complaints investigated:
- Within 10 working days from acknowledgement for Stage 1 Formal Complaints
If we need to extend those timescales for any reason, we will keep you updated on the progress. When we have finished investigating, we will either contact you to discuss the outcome, and then write to you with:
- what we have found
- any action we are taking
- our suggestions to resolve your complaint
If you are not satisfied with how we dealt with your complaint, you can appeal the outcome within 5 working days.
The appeal handler will be a senior staff member and will have the appropriate authority to resolve the issues highlighted within the complaint and appeal. We will let you know the outcome of an appeal within 20 working days from acknowledgement of the appeal.
The appeal is the final stage of Phoenix Future’s Complaint Process. If you are not satisfied with the outcome of the appeal, we will provide you with details of alternative complaint options, such as an Ombudsman or regulators where applicable.
Care Quality Commission – www.cqc.org.uk
Scotland Care Inspectorate – [javascript protected email address]
Complaints from people accessing Housing within Phoenix Futures
Phoenix Futures is a Registered Provider of social housing and is therefore a member of the Housing Ombudsman Scheme. The Housing Ombudsman Service is a fair and impartial service which was set up by law to look at complaints about housing organisations that are registered with them. Their service is free of charge to all residents in social housing.
You can contact the Ombudsman at any point during the complaint process. The Ombudsman’s website explains the type of assistance they can offer.
