Customer Charter

Our conduct and commitment to all our customers

  • We will communicate with you in a way you understand.
  • We will provide services in the way you choose and endeavour to accommodate all requests.
  • We will always respond to enquiries by the end of the working day. If it is taking us longer to find the information, we will keep you updated.
  • We will regularly check and monitor the service you are receiving to ensure that we are working to the highest possible standards.
  • We will welcome your feedback to help us improve our services.
  • We will ensure that all or our staff are courteous, professional and respectful of your needs and confidentiality at all times.
  • We will deal with any issues or concerns raised quickly, sympathetically and professionally, with the least disruption to you.
  • We aim to answer the telephone within 4 rings when you call the office.
  • If we’re not right for you, we will help you find someone who is.

What we will do for you - How we will behave to the people we support

We will make sure the staff speak to you in a good way and know what is important to you.

We will ask you to tell us how to make your support better.

We will help you with problems quickly and listen to what you tell us.

If you are not happy with our support we will help you find someone else to support you.

We will make changes you ask us to as quickly as we can.

We will support you in the way you want.

We will make sure your voice is heard.

We will answer your questions by the end of each day.

We will check you are happy with your support.

We will keep your information safe.

Get in touch

  • Saphir House, 5 Jubilee Way Faversham Kent ME13 8GD
  • Telephone 03300 535919

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