Compliments & complaints

Fortunately our homes receive more compliments than complaints, and to see what our residents, their families and friends and others say about us, please click through to our Testimonials and Awards.

However, should you have any concern about the care given to any resident, or any aspect of how any of our homes are run, please do not hesitate to contact us and we will try to resolve your concern.

Almost all concerns are best raised with the home manager in the first instance in order that the concern can be addressed quickly, and the home manager will let you have a copy of the home’s written procedure for dealing with complaints if you require one.

If for any reason, you do not wish to raise the matter with the home manager, or are not satisfied with the response, then please use the Send a Message link to contact us, or email our Operations Director at or our Nursing and Quality Director at who will deal with your concern.

Finally, all our homes are inspected and registered with the Care Quality Commission, and if a complaint is not resolved satisfactorily, it can be referred to the Inspection Team of the Care Quality Commission at any time, the postal address, telephone number and website of which is:

Care Quality Commission
North East Office
PO Box 1258
NE99 5AU

Telephone: 03000 616161

Please rate our care

The Porthaven way

  • Open approach to all resident, family and friend comments and suggestions
  • Underlying desire to improve resident wellbeing and happiness continually
  • High independent ratings
  • High ratings in all categories of resident satisfaction surveys
  • Prompt response and review of all complaints
  • Independent whistleblowing charity appointed for any staff concerns