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.
- We will make our services accessible to as many people as possible.
- We will provide a high standard of service, respond to your enquiry as quickly as we can and direct you appropriately where another service is better placed to help.
- We will work within relevant legislation and within the guidelines set out in our quality arrangements.
- We will signpost or refer clients to services outside Accommodation Concern where this may help them more effectively or provide additional support.
- We will respond to client feedback and make service improvements where possible.
- We will provide ongoing training and development to our staff and volunteers, including relevant recognised qualifications.
Service delivery standards
- Staff and volunteers will respond to telephone messages or emails as soon as possible.
- Staff and volunteers will listen to you and take your views into consideration when deciding an appropriate course of action.
- Staff and volunteers will keep your information confidential and private in line with our Privacy policy.
- Staff and volunteers will respect cultural and religious diversity and language needs.
- Staff and volunteers will work to make sure disabled people can access our services.
Your responsibilities
- Treat our staff and volunteers politely and with respect.
- Keep to your appointment time and tell us as early as possible if you cannot attend.
- Bring relevant paperwork or documents to your appointment where you can.
- Provide accurate and up-to-date information when requested.
- Be open and honest with your adviser so they can help you in the best possible way.
- Carry out agreed actions in the agreed timescales and tell us as soon as possible if your circumstances change.
- Tell us if you need an interpreter, communication support or another adjustment to use our services.
Complaints and access to records
If you are unhappy with our service, you can use our complaints and compliments page. If you would like a copy of information we hold about you, please contact us and we will explain the subject access request process.