Quality, safety and rights
When something isn’t right, we want to know.
Safeguarding is the first duty. Concerns can be raised by the person, their family, staff or professionals. Speaking up should make support safer, not make someone less welcome.
Safeguarding comes first
If someone is at risk of abuse or neglect, we act. That includes listening to the person, recording what we know, and sharing information with the people who need it so that the person is protected.
Families and professionals can raise a concern even if they are not sure it is “serious enough.” We would rather hear it early.
How to raise a concern or complaint
You can raise a concern or complaint in whatever way works for you: by email, by phone, or by telling any of our team. There is also an Easy Read version of this page.
- Nobody is treated less favourably for raising a concern.
- We tell people when something has gone wrong, apologise when we are at fault, and show what changed.
- If we cannot resolve something ourselves, we say so and explain the other routes available.
If someone is in immediate danger, call 999. You can also report an adult social care concern to Essex County Council.
How to complain to us
Email office@lintern.care, call 01279 912041, or tell any member of our team. You can ask someone else, such as a family member or an advocate, to complain for you. We acknowledge every complaint, tell you who is looking into it, and give you a written answer that explains what we found and what we will change.
If you are not happy with our answer
You can take your complaint to the Local Government and Social Care Ombudsman. It is free and independent, and it looks at complaints about adult social care, including care people arrange and pay for themselves. The Ombudsman usually expects you to complain to us first. You can go to them if we have not answered within a reasonable time, which it says is usually up to 16 weeks. You normally need to contact them within 12 months of first knowing about the problem.
If Essex County Council arranges or pays for the support, you can also complain to the council.
Lintern Care is not registered with the Care Quality Commission. You can still contact the Commission about adult social care in England.
Advocacy is offered
We do not wait to be asked. If a person may need help to understand a decision, speak up or challenge a plan, we offer advocacy and support them to use it.
Rights are part of the plan
Equality and dignity
People are treated as adults with equal rights. Support should never be used as a way to control, shame or isolate someone.
Relationships and sexuality
Friendship, family, intimacy and sexual relationships are legitimate parts of a life and of a support plan, with the same attention to consent, privacy and safety as any other area.
Culture and faith
How someone lives, worships, eats and marks what matters to them belongs in the plan, not as an optional extra.
Tell us what has gone wrong
Email or call us. You can ask someone else to contact us for you. If someone is in danger now, call 999.
Or call 01279 912041
Choose Gmail, Outlook or your own email app. The message is not sent through this website. Our address is office@lintern.care.
Please do not include medical information, identification documents or other sensitive personal details in an email.