Zeno has a full compliments and complaints policy that can be requested at any time from the Registered Manager. This is available in an easy read version.
If a supported person has reason to complain they should in the first instance speak to the staff on duty. If they feel the complaint has not been resolved to their satisfaction they can make a written complaint as explained in the policy to:
Supported Living Services
The Registered Manager/s
Mr Peter Cammack, Miss Liz Done & Mr James Brown
Zeno Limited, 1st Floor, A18 The Embankment, Riverside, Off Vale Road, Heaton Mersey, Stockport, SK4 3GN
Telephone 0161 706 0360
Rapid Review & Resettlement
The Registered Manager
Mr Peter Cammack
Zeno Limited, Newall Green Farm, 12 Newall Rd, Wythenshawe, Manchester, M23 2TX
Telephone 0161 706 0360
The Registered Manager/s will make arrangements to discuss the outcome of the investigation with the complainant. However, if Zeno are unable to rectify the complaint to the complainant’s satisfaction, then the complainant may contact the Care Quality Commission (CQC) at the following address:
Care Quality Commission
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Telephone 03000616161 email www.cqc.org.uk
Or the Local Government Ombudsman who provide a free independent service telephone: 0300 061 0614 or email: advice@lgo.org.uk.