Compliments, Complaints and Feedback

We like listening

At Community Health Partnerships, we value feedback from our tenants, patients and other stakeholders to help improve our services.

Our feedback and complaints policy ensures we take on board all feedback we receive, and apply the appropriate steps to improve the service we deliver. 

In actively encouraging feedback from anyone who works with us, we can ensure the voice of our customers is at the heart of our service.

As a customer or building user, you can make a comment, compliment, or complaint on our service:

• Compliment – where our staff, services, policies and procedures have exceeded expectations
• Suggestions – from CHP tenants to improve the tenant or patient experience in a CHP building
• Complaint – when customers are concerned or dissatisfied with our service or our policies and procedures do not meet their expectations.

Compliments

The feedback sent to us will be monitored and shared regularly across the company so that we can adopt good practice and celebrate achievements. 

Letting CHP know when things go well

We always like to know when your experience of our staff, services and facilities has been positive. 

To contact the CHP team, please complete this Feedback, Compliments, and Complaints Form (Opens in  new window).

Suggestions from tenants

An e-suggestion box (opens in a new window) is also available for tenants to make requests and offer suggestions to improve the tenant or patient experience.

Complaints process

If you are dissatisfied with the service we provide, the best way to resolve this is to get in touch and explain your concerns. We will acknowledge the receipt of your complaint and forward it to a relevant member of staff to investigate.

Investigating officers have 10 working days to respond to the complaint in line with our policy.

If you are not satisfied with the outcome of your initial complaint, the complaint may be elevated, and a further investigation undertaken by a senior member of the team. This is Stage 2 of our complaints procedure. We have up to 25 working days to respond to this stage of your complaint.

If you are still dissatisfied with our earlier responses then the final stage of the process is to complain to the Parliamentary and Health Service Ombudsman. www.ombudsman.org.uk

Please send any compliments, feedback or complaints to either:

Feedback, Compliments, and Complaints Form (opens in a new window)

or

write to our Compliments and Complaints team at CHP Head Office, Suite 12b Manchester One, 53 Portland Street, Manchester M1 3LD.

Policy updated 24 August 2023.