In the event you find cause for complaint about our service or a member of our staff the following procedure should be followed. This will enable us to deal with your concerns as quickly and effectively as possible.
Please remember, it is your right to complain. It will not in any way endanger or jeopardise the service you are receiving from us.
Most concerns can be resolved quickly, so first of all please let us know there is a problem. You can do this by telephone on 07950 648301. The manager from Advance will meet with you to discuss the issue you have raised and in most cases will agree, with you, how the matter will be resolved.
If your concern cannot be resolved in this way, and you wish to make a complaint, please send it in writing to:
Advance Home Help and Support Services
349 Ordnance Road
How your complaint will be dealt with
Once you have received our response to your complaint, if you remain dissatisfied you can refer the matter to the Local Government Ombudsman's Service. The Ombudsman looks at complaints about adult social care providers such as Advance and you can get more information about the service they provide, and make a complaint online, at www.lgo.org.uk.
You can also call the Ombudsman’s helpline between 8.30am and 5.30pm, Monday to Friday, on 0300 061 0614, or write to the Ombudsman’s office at
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Fax: 024 7682 0001
Other organisations that may be able to help
Age UK Enfield Information, Advice & Advocacy Service offers an independent, confidential service for people over the age of 50 and their carers living in the London Borough of Enfield.
Age Concern Information, Advice & Advocacy Service
2E Nags Head Road
Telephone: 020 8375 4124
The Care Quality Commission is the registering authority for adult social care providers like Advance.
CQC National Customer Service Centre
Newcastle upon Tyne
Telephone: 03000 616161
Fax: 03000 616171