Compliments and Complaints

We aim to be open and accountable at all times. We promote a positive culture to ensure that feedback is used to improve our services, and that complaints in particular are dealt with fairly and impartially. 

Any service user wishing to make a compliment, complaint or query should firstly speak to local staff, such as their support worker or home manager.  Where appropriate, our aim is to resolve matters directly and speedily to the satisfaction of the complainant, without recourse to the formal complaints procedure.

Where a more formal complaint is necessary, this can be done verbally, in person, by telephone, in writing or in any other reasonable format which meets service users needs (e.g., audio tape). Complaints may also be submitted by advocates and others on behalf of complainants. Receipt of the complaint will be acknowledged within five working days, along with information about who is dealing with the complaint and the date by which a written response will be given.

If you make a complaint, we will respond to you within agreed timescales explaining what action has been taken and what else you can do if you are still dissatisfied.  We will offer you two stages of appeal if you remain dissatisfied with our initial response.

We will seek to use mediation services at any stage of the complaint investigation if this will improve the chance of reaching a satisfactory outcome to the matter.

In order to improve our services, we will monitor the complaints we receive and make statistics relating to complaints available for scrutiny by members of Hafod Care’s Board and Performance Monitoring Group.

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One of South Wales' premier housing and care groups with more than 5,500 units in management across South Wales, providing a wide range of housing, care and support services to more than 14,000 people.