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Client Charter/Service Standards

Our Promise to you:

  • 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, reacting quickly to your enquiry and directing 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 our organisation that may help them more effectively and/or provide additional support
  • We will respond 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

Service Delivery Standards

  • Staff and volunteers will respond to telephone messages or emails as soon as possible (target within 24 hours)
  • Staff and volunteers will listen to you and take your views in to consideration when deciding an appropriate course of action
  • Staff and volunteers will keep your information confidential and private in line with our Privacy Policy available on our website
  • Staff and volunteers will respect cultural and religious diversity and language needs
  • Staff and volunteers ensure that people with disabilities can access our services

Your Responsibilities

  • That you treat our staff and volunteers politely and with respect
  • Keep to your appointment time and let us know at the earliest opportunity if you are unable to attend an appointment
  • Bring any relevant paperwork/documents to your appointment and provide us with accurate and up-to-date information when requested
  • Be open and honest and open with the Advisor to enable them to assist you in the best possible way
  • You carry out any actions agreed with you in the agreed timescales and tell us as soon as possible if your circumstances change
  • You let us know if you need an interpreter to use our services

Complaints Procedure

Accommodation Concern is committed to providing a high-quality service to all of our clients. If you have a complaint, we need you tell us about it. This will help us to improve our standards and if you require a copy of our Complaints Policy please speak to a member of our team who will provide you with a copy.

Access to your Records

Under General Data Protection Regulations, you have the right to obtain a copy of your personal data as well as other supplementary information. If you would like to see a copy of your records, please ask a member of the team who will supply you with a copy of the Privacy Policy and process your request.

Publicising the Client Charter

Our Client Charter is made available on our website and on posters in the waiting/ interview rooms.

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