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Complaints and Feedback

We try our best to ensure that we deliver the best service we can for our residents, our partners and those in the local community. We do appreciate all feedback as this provides us with opportunities to improve what we do, so if you are really happy with something we have done – tell us!

We are human however, and sometimes despite our best efforts, we can at times get things wrong! So likewise, if you are unhappy about the service you have received from AMAT, please let us know as we will do our best to resolve any issues. Our complaints and feedback process is below:

External Complaints/Feedback (For non-residents)

External complaints/feedback can by given in person, by phone or by email to services@amatuk.org.

External complaints/feedback are then recorded and will be taken to the morning meeting for discussion if required.

It may be possible in some cases that an external complaint/feedback can be dealt immediately, this will be done with input from the Management Team.

Internal Complaints/Feedback (For residents)

Stage 1

Service users can submit a CCQ form, this can be handed in to any AMAT office and will be put into the CEO’s tray at 10 Chelmar Road.

Stage 1 CCQ’s will be taken by the duty manager for discussion at the morning meeting with a member of the Management Team present. If the CEO or a senior manager is present at this meeting, they will leave the meeting during the discussion.

An agreement will be made from the morning meeting for the response to the CCQ.

A written response for the CCQ will be sent to the person raising the CCQ within 5 working days of receipt, this will be tasked to the relevant staff member to issue.

All CCQ’s will be logged onto Inform, in the case of a maintenance CCQ this will also be logged under maintenance jobs.

Should the matter not be resolved at this stage the person raising the complaint (queries are unable to be appealed further) will be informed of their right to appeal within 14 days to Stage 1 of the process.  Outcomes will be fed back in writing within 5 working days of receipt.

Stage 2

Persons unhappy with outcomes of Stage 1, will have their case heard by AMAT Senior Management.  Notification of this will be sent in writing within 5 working days of receipt of the CCQ.

Senior Management will be issued with all key information and documents and request a meeting with the persons raising the complaint if required, for them to state the original complaint and also why they are unhappy with the suggested outcomes or actions.  Notes must always be taken at such meetings.

Advocates are welcome to attend any meetings with the persons who raised the Complaint.

Senior Management will investigate the Complaint considering all information and feedback in writing within 5 days of the Stage 2 meeting.  Should further time be required to finalise a decision the persons raising the Complaint will be informed in writing of the revised deadline.

Should the matter not be resolved at this stage the persons raising the complaint be informed of their right to appeal within 14 days to Stage 2 of the process. Outcomes will be feedback in writing within 5 working days.

Stage 3

Persons unhappy with outcomes of Stage 2 will have their case heard by the CEO and/or Trustees.  Notification of this will be sent in writing within 5 working days of receipt of the CCQ.

CEO/Trustees will be issued with all key information and documents and request a meeting with the persons raising the complaint if required, for them to state the original complaint and also why they are unhappy with the previous appeal outcomes or actions.  Notes must always be taken at such meetings.

Stage 3 Complaints meetings will take place between the CEO/Trustees and the persons making the complaint.  At the beginning of the meeting the persons raising the Complaint must confirm the information, documents and meeting notes are accurate and complete.  Should a pre-meeting be required to be held to address this matter this will be arranged.

Advocates are welcome to attend any meetings with the persons who raised the Complaint.

All sides will be heard thoroughly and objectively at the meeting including that of AMAT Management to represent the organisation’s view.

The CEO/Trustees will make the final decision privately and feedback in writing to all parties within 15 working days of the meeting.

The persons making the complaint will be informed if they are unhappy with the outcome of this stage, they must pursue this through an independent service such as the Local Authority or CAB.  AMAT will not proceed further with the complaint.

 

 

 

How you can help AMAT

There are lots of ways in which you can help support AMAT to ensure that we can continue to provide our support to the homeless and vulnerable people in Medway.