How we will treat you - the Standards we will meet
0ur 'Service Standards' are promises about the quality of services that everyone who uses our services, and their carers, can expect from Social Services. When we are in touch with you we will:
- give you information about how Social Services and other organisations that may be able to help you
- give you the name of the person who you are speaking to, take time to listen, and ask for your personal details once only
- be polite, sensitive, open and honest when we talk to you and write to you
- treat everyone we are in touch with fairly and equally
- respect your ethnic origin, religion, culture, gender, sexuality and disability.
To help us continually improve what we do, we will regularly monitor the effectiveness of our work and will welcome and respond to any suggestions or comments you have.
How quickly can you get help?
If you need information about services, we can usually provide this straight away during office hours. If you need more than just information, we aim to let you know within one working day how we will respond to your request. If we need to discuss your situation with you in detail, our staff will undertake an initial 'assessment' within five working days for adults and seven working days for children. If you need help from Social Services, please use the Contacting Social Services page.
How to comment on our services
We make every effort to give you as good a service as possible, and we welcome your comments, suggestions and compliments.
If you wish to compliment us, simply tell the member of staff you are in touch with.
If you want to complain about the services we arrange, or about any aspect of our contact with you, we will:
- investigate the matter quickly and fairly
- inform you of the outcome
- put right any mistakes.
First contact the member of staff you are in touch with or ask for their manager. If you are still unhappy, contact the Director of Social Services at Park House. If you are not satisfied ask for a complaints form which is in our leaflet Making a Complaint
Getting involved
If you would like to have a say in planning the way Social Services works in your area, please get in touch with the Social Services Office at Park House on St Marys.
