Supporting People Service Standards
What can I expect from the Supporting People service?
We will:
- Answer the telephone promptly and reply to messages the same or next working day
- Provide all letters and emails with at least an acknowledgement within 5 working days and a full response within a further 15 working days of receipt
- Provide a response to complaints within 20 working days
- Provide an interpreter if your first language is not English
- Make our offices accessible to people with a physical or sensory impairment
- Ensure there are choice of service providers to meet your needs
What do you expect from me?
We ask that you:
- Give us the information we ask for as soon as possible. This will help us provide a quicker service
- Are polite to us
What are Supporting People customer care values?
- We will promote equality of opportunity for all users of our services whatever gender, race and disability
- We respect the different needs of our service users and providers and will offer appropriate advice and capacity building
- We value people’s differences and the contribution people make to the Supporting People Programme in Walsall
- We will ensure that our staff are experienced and professional
- We will handle your request promptly
- We will maintain high accessibility and availability of service
- We will provide an effective service that meets your needs
- We will be fair and polite regardless of your ethnicity, disability or gender
- We will be helpful and strive to go the extra mile to meet and/or exceed your expectations
- We will provide all information you require to satisfy your needs
- We will ensure that our people are professional well trained and knowledgeable and where information systems are used such as kiosks, that the level of service is maintained
- We will ensure that your request is owned by the first person you contact
- We will fully protect your privacy and information about you will be treated as confidential
- We will strive to deliver what you need
How can I comment, compliment or complain about the Supporting People service I have received?
Have we done a good job? Then tell us! We have a form on which you can make comments, suggest how we can improve services or make a formal complaint.
These ‘Tell Us’ forms are available in all reception areas. If you prefer, contact us directly and we will send you one. If you have access, you can complete the form online at www.walsall.gov.uk/tellus
This page was last updated on 04 March 2010