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Feedback and Complaints
At Manor Care Homes, we want everyone we support, their families and advocates to feel heard.
Your feedback helps us make our care better every day. If something isn’t right, please tell us.
Making a complaint will never change the quality of care or support you receive.
Your voice matters to us.
Whether you want to share direct feedback, pass on a compliment, or raise a concern, please feel free to reach out to our team here.
Ways to Share Your Concerns
You can complain in whatever way is easiest for you:
In Person: Talk to your Keyworker or the Registered Manager.
By Phone: Call our Quality Team directly on 01843 227 173.
By Email: Send your message to Enquiries@manor-care-homes-ltd.co.uk.
What happens next ?
Step 1: Acknowledgment
(Within 3 Working Days)
We will contact you to confirm we have received your complaint and let you know who is handling it.
Step 2: Investigation
(Up to 20 Working Days)
A manager will look into the issue thoroughly and impartially. We may speak with you to get more details.
Step 3: Response & Action
We will write to you with our findings, an explanation and details on any changes we are making as a result.
Need Help Making a Complaint?
If you need support to speak up, an independent advocate can help you for free:
Voiceability / Local Advocacy: Ask staff for details on your local advocacy service.
Family & Social Workers: You can ask a family member, friend, or social worker to submit a complaint on your behalf.
Taking Your Complaint Further
If you are unhappy with how we handled your complaint, you can contact the Local Government and Social Care Ombudsman (LGSCO):
0300 061 0614
The Care Quality Commission (CQC) regulates our service. While they do not investigate individual complaints, you can share your care experience with them at www.cqc.org.uk