Service Users Care Policy
Ilays is committed to delivering excellent client service. This customer care policy sets out what this commitment means in practice, what our users can expect from us and what we expect from our users.
Ilays provides a wide range of services across for ethnically diverse communities from the Somali East African backgrounds in the London Borough of Hounslow and it is important that everyone receives the same high-quality response. If Ilays is unable to help our client or there are other service providers that can help more than us then we will signpost/refer users to appropriate external services.
Throughout this policy the term Users represents Ilays ’s service users and/or users.
Our promise to you
We are committed to promoting access to our services and offering choice wherever possible in the services we provide and the way we deliver them. Workers and volunteers are responsible for providing an efficient, caring and professional service.
Client contact should be provided in the most appropriate format. For example, it is not necessarily the case that all letters will receive a postal response.
We will ensure that you are dealt with:
We will always:
We would like you to:
Our customer care standards
Face to face contact
Contact by telephone
Contact in writing
What we ask of you
Ilays ’s workers and volunteers should not be expected to deal with rude, abusive or threatening behaviour. If such unpleasant behaviour is encountered and cannot be calmed down, workers will politely state that they will have to terminate contact (put the telephone down/leave the meeting etc). Ilays will take appropriate action against any individuals who are abusive to workers.
Delivering an effective service to users with different needs
All our users have the right to expect the same level of service. Ilaysshould be careful not to make assumptions about people’s needs or abilities but should consult them to identify their needs.
We will make every attempt to supply information in an appropriate format and we will make sure that disabled people and people whose first language is not English can, dependent on resources and availability, get access to interpreting, translation and communication support.
Making the policy a success
This policy sets out Ilays’s commitment to its users. In order for us to learn and improve our services we want to use the feedback from the contact that we have to make changes.
We will do this by:
Customer care policy
If you feel that we have not met the standards set out in this policy, you can speak to a member of our senior management team to give us your feedback. All feedback received will be investigated and receive a full response.
Confidentiality, Data Protection & Privacy and Conflicts of Interest
All our users have full access to all their information and data that we hold on to. Data and information will be used in line with our Confidentiality and Data Protection policies and Privacy Statement.
We also have in place policies and procedures that enable us to identify and manage conflicts of interests internally and as regards the provision of services.
This policy should be read in conjunction with Ilays policy and procedures on:
Approval Date: 02/04/2021
Reviewing due date: 05/05/2022