Print page
Standards of Service
As part of our commitment to high standards in all of our work, English Partnerships has introduced a Standards of Service procedure that will govern all of our activities.
We wish to ensure transparency in all of our work and in our relationships with our partners. Setting and maintaining these standards of service is important to us.
Our Standards of Service aim to provide a polite, open and efficient service for all our customers. We will publish our results against these standards in our Annual Report and Financial Statements.
Providing information
We are pleased to provide you with information about our activities and requests for information may be made in writing by letter, via fax, email or by telephone to any of our offices. Contact details are listed on all English Partnerships’ printed literature, on our website and on the back of this leaflet.
We hold an Annual Open Meeting for all our partners and stakeholders. Information on this is available on our website.
We regularly assess the requirements of our disabled or mobility impaired stakeholders by consulting with disability organisations and specialist consultants to improve general awareness, methods of communication and access by inclusive design.
Targets
- Business enquiries will receive a response within 10 working days. If required, a holding response will be provided.
- General enquiries will receive a response within 20 working days. If required, a holding response will be provided.
- Requests for information provided under the Freedom of Information Act 2000 will usually be provided within 20 working days. However, this may be extended under certain circumstances. Fees may be applicable. A decision to withhold information (and the reason for that decision) will be provided to the enquirer within 20 working days.
Working with others
Meetings
- Attendance by English Partnerships staff at meetings arranged at our offices, on site, or at a third party address will take place within 10 minutes of the pre-arranged time.
- We will aim to see speculative callers within the same time if reasonable.
Telephone procedures
- We aim to answer at least 90 per cent of telephone calls within six rings.
- We will respond to telephone messages within two working days.
Estate Management
- Where we own land and buildings we endeavour to keep our properties signposted with either our own, or our managing agent’s contact details.
- We will visit and inspect sites regularly to ensure compliance with our statutory duties.
- Where you bring matters to our attention concerning the conditions of our properties then we will formally acknowledge your communication within five working days (either by taking action to remedy problems or indicating when we will do so).
- If another organisation manages our properties then standards of service will be set out in the contract for each location.
Financial Management
- We adhere to the Better Payment Practice Code.
- Standards of Service to our partners and customers will be no less than what we expect of our suppliers and consultants.
Putting things right
We recognise that, like all organisations, from time to time things can go wrong, and we do not provide the Standards of Service that we have set ourselves.
We are especially keen to hear about such instances since they provide us with an opportunity to put things right and to learn from our mistakes. That way we can get it right next time.
The member of staff contacted will be expected to deal with the complaint in the first instance and will attempt to resolve the matter on that day. If this is not possible:
- full information will be given on the action being taken to resolve the complaint and when a full reply may be expected; and
- in any event the situation and possible course of action will be identified, within 15 working days of receipt of the complaint.
We have adopted a procedure for handling complaints and putting things right.
If you would like a printed version, please email publications@englishpartnerships.co.uk or call 01925 644 741 for a copy to be sent to you.
© English Partnerships 2003-2008