Our Standards
of Service |
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Our Statement of Service highlights to all our customers
what they can expect from us.
Customer care
In everything we do, we aim to be friendly, competent
and to take account of your particular needs.
We promise to:
- listen to you
- respond to your enquiry promptly and accurately
- honour our commitments and give an explanation if
an arrangement has to be broken.
We expect you to let us know in advance if you are
unable to keep an appointment with us.
Response times
We will make every effort to:
- answer telephone calls within 6 rings
- deliver a reply to a letter or e-mail within 7 working
days.
All staff will give their name when answering the telephone
and wear name badges when dealing with the public.
Please tell us if we do not meet these standards.
Privacy and dignity
We promise to:
- offer private interview areas
- treat everyone with dignity and respect
- challenge unacceptable behaviour in the interests
of staff and other service users.
Confidentiality
We promise that:
- we fully respect confidentiality
- we fully comply with the Data Protection Legislation.
Any information you share with
us will be used to help you and only passed on to other
agencies with your permission. However, in exceptional
circumstances where it is in the public interest or
to safeguard a child’s welfare, we may need to
pass on information to other agencies without permission.
See our Safeguarding
Policy (15.3kb Adobe Acrobat PDF)
Impartiality
We promise that:
- we will offer you impartial advice
- we will make you aware of any relationships with
other organisations. We receive funding from a variety
of sources.
Equality
We promise that:
- we will work to deliver fair and equal services
to all.
A full copy of our Equal Opportunities Policy is available
in the ‘Our vacancies’ section.
Feedback
We promise to:
- welcome any complaints or suggestions about our
services
- evaluate our services and consult with users about
any changes.
Compliment/Complaint Forms are
freely available in our Centres.
Full
Statement of Service (17.3kb Adobe Acrobat PDF)
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