TOWNSEND HOUSE SCALE OF CHARGES

Resident's admitted to our home are either social services funded, which means that the resident's accommodation has a large percentage of the home's fee covered by them, and the balance paid by the resident. Occasionally, a differential between what the local authority will pay and the home's fee, with the resident contribution, falls short of the home's charge for accommodation, in these circumstances a top up fee is required and is usually negotiated by the next of kin, and agreed in writing with the owner.

Our current charge for accommodation is
This figure is operable on a six monthly basis, but not necessarily increased, this provides better projections for budgeting and ensures our suivival within the residential sector.

Complaints

Who should you complain to?

The person to talk to about your complaint will depend on it's nature and who you feel comfortable talking to.

Often the best way to resolve a problem is to discuss it with your allocated key-worker.

You may wish to talk to people outside the home such as, friends, family, your social worker or other people who know you. They may be able to make a complaint on your behalf or support you in making it.

A written complaint is usually the best option as this can be dealt with within a time scale, for example: The owner will reply to your complaint within fourteen days after investigation has been carried out, you then have the opportunity, if dissatisfied with the outcome, to speak or write to the Commission for Social Inpection, who 's address will be listed on the information board within the home.

WHAT HAPPENS AFTER A COMPLAINT HAS BEEN MADE?

If you or your representative have made a complaint to staff within the home you should expect the owner/manager to come and talk to you even if your complaint was in writing, if you do not wish to talk about it personally they will talk to the person you have asked to deal with it for you, your key-worker can normally deal with complaints you have made unless they feel the situation surrounding the complaint requires in depth investigation this would certainly involve the manager/owner.

If the complaint was passed to the national minimum standards council they will visit the home to speak with you or your representative and inform you after investigation the outcome of your complaint.