Below are a list of commitments that you can expect from staff and volunteers at Manchester Refugee Support Network. This is to ensure clients get a high quality service.

We/us in this document refers to staff and volunteers at MRSN.

  • We promise that every individual who makes an enquiry with us gets a response and an explanation, even if we can only signpost them elsewhere.
  • We commit to listen patiently to every person’s enquiry.
  • We commit to do our utmost to ensure that each client understands what we are doing to help them and that the client agrees with the steps we are taking.
  • We will only share clients’ details with other services with the client’s informed and explicit written consent via MRSN’s information sharing consent form.
  • We will discuss with clients their needs and issues, outline the options and what we believe to be the best form of action to take. However, clients 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.
  • We will signpost or refer clients to services outside the organisation that may help more effectively and/or provide additional support.
  • We will provide ongoing training and development to our staff and volunteers including relevant recognised qualifications.
  • We will work within appropriate legislation and within the guidelines, which are set out in our Quality Manual.
  • 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

After receiving advice, case support or signposting from us, we aim to ensure that client’s feel the following.

  • 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.

Are you happy to provide feedback to us?

At the end of your case or advise support, your advice worker will ask if you would be willing to complete an anonymous feedback form. It is not mandatory to do so but your feedback enables us to review our services, and continue to improve them.