Tell us that we did something well
You can let us know when we're providing a good service, or that our staff are doing a good job.
It helps us to know we are developing services in the right way, and we always pass your comments on to members of staff.
Email the Customer Services Manager - council@southend.gov.uk.
Complaints if you arrange and pay for your own social care
If you arrange and pay for your own social care or use direct payments to do this and have problems with the care you receive, you should contact your care provider.
If you are not satisfied with their response and they are registered with the Care Quality Commission, you can contact the Local Government Ombudsman (LGO), an independent and impartial body who can investigate your complaint.
This does not apply for those employing a personal assistant or other care provider not registered with the CQC. For advice and guidance on employing a personal assistant, email: sdp@Vibrance.org.uk or call: 01702 214 540 alternatively write to:
Vibrance Direct Payments Advice90 - 92 Baxter Avenue
Southend-on-Sea
Essex SS2 6HZ
If the Council arranges or provides your social care
If your care is:
- arranged directly with a care provider using money from the council
- provided by the council
- arranged by the council
and you are unhappy with your social care assessment or any of our staff involved in your services or direct payments, you can:
- complete our online complaint form
- contact your social care practitioner or the Customer Services Manager by emailing council@southend.gov.uk
The adult social care complaint process has only one stage. If you are not happy with the outcome of your complaint you can contact the Local Government Ombudsman (LGO).
For more information about making a compliment, comment or complaint, see our leaflet: 'how you can help us to improve services'.
The Local Government and Social Care Ombudsman
The Local Government and Social Care Ombudsman (LGSCO) is an independent and impartial body which investigates complaints.
Information about the help the LGO can provide can be found on their website, along with how to contact them.
Concerns about someone at risk of harm
If you are concerned that you or someone else is at risk of harm or exploitation, it is important to tell someone.