Service Standards

  • Every individual who makes an enquiry with us gets a response and an explanation, even if we can only signpost them elsewhere.
  • Listen patiently to every person’s enquiry.
  • Ensure that each client understands what you are doing to help them and that they agree with the steps you are taking.
  • To only share clients’ details with other services with their informed and explicit written consent via information sharing consent form.
  • We will discuss with individuals their needs and issues, outline the options and what we believe to be the best form of action to take. However, they are under no obligation to follow our advice.
  • We will provide advice services that are free, independent, impartial and confidential.
  • We will treat you fairly with respect and courtesy at all times; making our services accessible to as many people as possible.
  • Provide you with a high standard of service, respond quickly to your enquiry and direct you appropriately (signposting if necessary).
  • Work within appropriate legislation and within the guidelines which are set out in our Quality Manual.
  • Signpost or refer clients to services outside the organisation that may help them more effectively and/or provide additional support.
  • We will listen to client feedback and make improvements to service delivery where possible.
  • We will provide ongoing training and development to our staff and volunteers including relevant recognised qualifications.
  • We will review our Quality Policy regularly to ensure we maintain robust quality procedures and continue to deliver the highest quality advice services.

Standards of beneficiary experience

These are the feelings we want beneficiaries to feel after working with us.

  • These are the feelings we want beneficiaries to feel after working with us.
  • Every person who gets in contact with our services, feels their needs have been listened to.
  •         Beneficiaries leave more informed than before they entered.
  •          If we are unable to provide support, we can introduce beneficiaries to other organisations who can assist.