2006/07 - Customer Care Report

Financial Assessment, Payment and Recovery

Complaints received

The Financial Assessment, Payment and Recovery Team received 40 comments/complaints in the financial year 2006/07 (1 April 2006 to 31 March 2007).

Here is a brief summary of the complaints, together with how we responded to the feedback we have received.

Subject Number of complaints

Non-residential contributions 30

Short Term/Permanent residential care 10

What we did

A team manager looked into each complaint, and a reply was sent to the service user explaining the outcome of the investigation. Most of the complaints we received were about non-residential contributions. As a result of this feedback, we have made a number of changes to the way we administer non-residential contributions. Here are two examples.

Service users were unhappy about our policy of rounding up contributions to the nearest hour for charging purposes (for example - nine hours and five minutes care was rounded up to ten hours care). We therefore made the decision to stop rounding up contributions, from 10 July 2006.
Service users were unhappy about receiving statements of service every 13 weeks. We therefore made the decision to start sending information every four weeks, from 8 January 2007.

Compliments received

We have also received a number of compliments for the work that we did over the last year. Here is a sample of the comments we have received.

S H said

“I would like to congratulate you on your professional and caring concern.”

D R said

“I’m writing to say how helpful and professional you were in helping me deal with a complex problem.”

Tell us what you think about our service

If you have any comments to make about the services we provide please contact us using our feedback form. As you can see, your feedback is important to us, and we do use this to develop the service that we provide to you.

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