Customer relations and feedback
At Anchor Hanover we know that customer feedback is essential to helping us improve the services we provide.
We value all types of feedback and have a responsive customer feedback process to ensure we can respond to all compliments, complaints and suggestions quickly and effectively.
Anchor Hanover's Customer Relations Manager, Jonathan Earnshaw is always keen to hear from our customers;
"We pride ourselves on delivering a high standard of service, though realise that things can go wrong from time to time, and when that happens, our aim is to resolve your complaint as quickly as possible.
"We're just as keen as you are to get to the bottom of whatever the complaint might be, so please talk to us as soon as possible and we'll do the best we can to help find a solution. You might even be helping other customers in future by bringing it to our attention. We also really like to hear feedback on what we do well or Anchor Hanover colleagues who make a difference to you so we can share your feedback with them, so please do let us know."
We look forward to hearing about your experiences, and more importantly learning from your feedback.
Contact the Customer Relations team
You can contact the Customer Relations team by completing one of our ‘We welcome your feedback’ forms available at our locations, by writing to us at the address below or using or online form:
2 Godwin Street
Contact the team using our online form
We are always delighted to hear from customers who recognise our staff for delivering an excellent service.
Compliments let us know where and how we are succeeding in providing good service and provide examples of good practice that we are committed to sharing with our customers and throughout the organisation.
At Anchor Hanover we like to give praise where it is due, so if you would like to thank a member of staff, or a volunteer for the service they have provided you or a loved one, please contact the Customer Relations team and we will be sure to pass on your appreciation.
Anchor Hanover’s complaints procedure
At Anchor Hanover we pride ourselves on delivering a first class service, but we recognise that occasionally we could do better.
Our customers have told us they want a process that is responsive and resolves their dissatisfaction quickly, with as little fuss as possible so if there is something you would like to discuss, please talk to your local Anchor Hanover manager in the first instance as we are committed to doing all we can to resolve any issue, at a local level, and find that often a simple conversation is all that is required to find a reasonable solution.
However, if that is not appropriate or possible, please do bring your concerns and comments on our service to the attention of the Customer Relations team.
For detailed information about our complaints procedure, including when you will receive responses, our use of mediation and details of outside agencies you can contact, download our Customer Information Sheet.
Customer Satisfaction Surveys
Anchor Hanover regularly conduct a variety of customer satisfaction surveys to capture feedback and measure customer satisfaction across all our services. These surveys are conducted by telephone, email and through the post by market research organisation, TLF (The Leadership Factor) and the results are reviewed and shared with key stakeholders across the organisation so we can learn and improve from the feedback we receive.
The surveys are also regularly used by our customers to let us know what we do well, so we can recognise the contributions of Anchor Hanover staff in making a difference to our customers’ experience. The results are also shared with our Customer Council and through our regular customer communication channels.
Your Care Rating
Anchor Hanover care homes have signed up to Your Care Rating, the largest and most authoritative care home customer satisfaction survey.
This independent annual survey gives all residents living within our care homes an opportunity to provide their views and feedback via a confidential and standardised channel.
The survey is conducted by leading market research organisation, Ipsos MORI and the results are published each year publically.
We encourage all care home customers to give us their views through Your Care Rating.