Worried About a Care Home?

Advice and Information - 11 March 2026

If you're worried about the care or safety of someone in a Greenwich care home, you don’t have to handle it alone. Whether something feels wrong or you're concerned about poor treatment, there are clear steps you can take to raise concerns and protect your loved one. This guide explains who to contact and how Healthwatch Greenwich can support you to make sure every resident receives safe, dignified care.

Worried About a Care Home?

What You Can Do and Who Can Help

 

 

If you are worried about the care, safety or treatment of someone living in a care home, there are steps you can take.

🚨 If Someone Is in Immediate Danger

If you believe someone is at risk of serious harm call 999 in an emergency.

You can also report concerns to the police if you believe a crime has occurred.

 

🗣 Step 1: Raise It With the Care Home

Many issues can be resolved quickly by speaking to:

  • The nurse or senior on duty
  • The Registered Manager
  • The care home’s complaints team

You can ask for:

  • A meeting
  • A written response
  • A copy of their complaints procedure

Care homes are required to have a formal complaints process.

 

🏛 Step 2: Contact Greenwich Council

If the person is funded by the council (or you are unsure):

The council’s Adult Social Care team can:

  • Investigate safeguarding concerns
  • Review the quality of care
  • Check whether standards are being met

Even if the person pays privately, you can still raise safeguarding concerns with the council.

  • Contact the local council’s Adult Safeguarding Team on 020 8921 2304 (Monday-Friday, 9am-5pm). For emergencies outside these hours, call 020 8854 8888.
  • You can email concerns to aops.contact.officers@royalgreenwich.gov.uk.

 

🔍 Step 3: Inform the Regulator

Care homes in England are regulated by the Care Quality Commission (CQC)

CQC inspects care homes, monitors safety and quality, and takes enforcement action where necessary.

You can:

  • Submit concerns online
  • Call their contact centre
  • Share information anonymously

CQC does not resolve individual complaints but uses information to assess risk and decide whether to inspect.

 

🧭 Step 4: Speak to Healthwatch Greenwich

Healthwatch Greenwich is the independent champion for people using health and social care services in the borough.

Healthwatch Greenwich can:

  • Listen to your experience
  • Identify patterns of concern
  • Share intelligence with regulators and commissioners
  • Carry out Enter and View visits
  • Publish reports to improve services

Healthwatch does not:

  • Run care homes
  • Investigate complaints
  • Replace safeguarding services

But we can ensure your voice helps drive improvement.

 

🤝 Advocacy Support

If the person living in the care home has difficulty speaking up for themselves, they may be entitled to an independent advocate — particularly if there are safeguarding concerns or major decisions about their care.

Contact Pohwer on 0300 456 2370 or email at pohwer@pohwer.net

https://www.pohwer.net/greenwich

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