Feedback - Jewish Care

We are genuinely a learning organisation, and aim to use feedback, compliments and complaints to continuously improve across the organisation. Each year we publish the ratio of compliments to complaints received. In 2023/24 we received 13 compliments to every complaint.

We investigate complaints in line with the Complaint Handling Code of the Ombudsman. We annually complete the self-assessment form of the Local Government and Social Care Ombudsman, as well as the self-assessment form of the Housing Ombudsman. We also complete a complaint performance and improvement report in line with the Ombudsman’s requirements.

While each compliment gives us a very welcome reflection of what we are doing well for the community, we also see every complaint as an opportunity to review, understand, and improve.

Please feel free to raise compliments, complaints and general feedback with either the particular service you are involved with, or with our Customer Experience team at Amelie House which you can contact by email: customerexperience@jcare.org, by post, or if you wish to speak to someone from the Customer Experience Team, please call 020 8922 2324, leave your name and number and someone will call you back.

Our Complaint handling policy gives more details on how to raise your feedback and the process we have in place to respond to complaints. You can also find an easy-to-read version of the policy in the Your View Counts leaflet.

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Jewish Care will store and process the personal data you have supplied on this form for the purposes of you paying a compliment, to make a comment or complaint. We will only share your personal data and the information you have given us in order to look into, respond to, and learn from your feedback. Generally we would share internally only, and would only share outside the organisation with your consent unless it is necessary to do so in the interests of safeguarding, or of regulatory or legal compliance. However, if you wish for your name not be disclosed, please indicate below:

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We will share the information you have given us within Jewish Care to improve our services.

Please tick this box if you are happy for us to use your comments in our external communications and marketing.

You are in control of how we use your personal data. If you wish for us to stop or change how we contact you, please contact the Data Protection Officer at: Jewish Care, Amelie House, Maurice & Vivienne Wohl Campus, 221 Golders Green Road, London, NW11 9DQ, E-mail: dataprotection@jcare.org, telephone: 020 8922 2304. For further information regarding how we will use your personal data and keep it safe and secure, please refer to our privacy statement that can be found on our website at: jewishcare.org/privacy-statement. Please also contact the Data Protection Officer if you want to receive a hard copy of our privacy notice.

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