Our History
Westminster Homecare is a privately owned organisation that has successfully developed since 1999 providing quality, user focused domiciliary care and specialist services to a current level of approximately 30,000 visits per week, to 3,000 Service Users and employ 1,100 staff.
We operate through a network of 15 branches located in north, east and south east London, Hertfordshire, Buckinghamshire, Leicestershire, Lincolnshire, Norfolk, Suffolk, Cambridgeshire and East Sussex, working in partnership with some 20 Contracting Authorities.
Our Customer Charter
We will:
• Be polite and efficient when you contact us
• Provide to you fair access to all our services in a way that meets your needs
• Ensure that our staff are suitably qualified to provide a service to you
• Provide our staff with identity badges which will include a contact name, telephone number for you to contact
We also aim to:
• Answer the telephone within five rings
• Reply to your e-mails and letters within two working days.
• Try to find a resolution to any complaint or concern as soon as possible but within 21 days.
We promise to:
• Continue to improve our service to you by listening to your concerns
• Respond to your compliments and complaints positively and learn from our mistakes
• Clearly explain our complaints procedure and follow it, keeping you informed of the progress of your complaint
Our Mission statement
Our Purpose
• To be the preferred provider of quality home care service
Our Goals
• To provide excellent care for all our service users by meeting their needs, respecting their rights and individuality
• To have appropriately trained and motivated team of carers and support staff
• To exceed all regulatory requirements
• To be at the forefront of developments in home care
It is our aim to deliver personal and social care service as well as associated domestic services to meet the needs of service users in the their own home environment. This will be achieved by promoting a standard of excellent which embraces fundamental principles of Good Care Practice that is witnessed and evaluated through the practice, conduct and control of quality care in the domestic environment.
Compliments and Complaints
Don't hold back your feedback
We are committed to providing a high standard of service to you and all our customers. Occasionally we may not live up to our promises. If this happens, we want to hear from you.
Letting us know when you are unhappy with the service you experience gives us the opportunity to put matters right for you and to improve our service in the future for everybody.
Our staff are the best placed to receive your complaint and to work with you to resolve it. You can share your concerns with them in person, by phone, by letter or e-mail.
Alternatively you can contact our Customer Services Team at:
Customer Services
Westminster Homecare
423 Edgware Road,
Colindale
London
NW9 0HU
Telephone: 0208 2002030
E-mail: welcome@whc.uk.com
Contacting us by e-mail
We usually reply to your e-mail address but there may be occasions when we need to do so by post, for example when we need to refer to confidential information or enclose copies of important documents.
Or you can now submit any compliments or complaints anonymously online here: