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Customer Care and Service Standards

At Help and Care we are committed to delivering a high standard of service to our clients.

Customer Care Statement

"Help and Care will treat every client as an individual and with the utmost respect. Total client satisfaction is our strongest ambition and we seek to ensure that the needs, expectations and aspirations of our clients are met through every transaction. Where we fail to meet the expectations of clients we will endeavour to resolve any outstanding issues as well as learn from the client's experience to continually improve our services."

Service Standards

Download our Service Standards Booklet.

Our Service Standards Booklet sets out the level of service you can expect from us in all aspects of our work.

We will:

  • Provide offices and hold meetings in locations that are accessible to wheelchairs and pushchairs and provide disabled WC facilities wherever practicable.
  • Arrange to visit you if you need to see us and cannot get to the office
  • Provide private interview space
  • Provide services to help you if you are deaf or have impaired hearing
  • Offer an interpretation service if English is not your first language
  • Answer your call within 1 minute
  • See you at the time of your appointment
  • See you within 10 minutes if you do not have an appointment
  • Reply to your letter and emails within 10 working days in a way which answers your queries
  • Return calls and messages within 24 hours or advise you in advance when a message will be returned
  • Make sure our services are easily understood, accessible and available to you
  • Use plain English or other languages where needed
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