Customer Service Standards

·          We will always introduce ourselves by giving our name when answering the telephone, and when meeting you face to face and we will ensure that staff carry ID cards at all times.

·          We will deal with your enquiry honestly, respectfully and confidentially.

·          We will aim to deal with your enquiry at the first point of contact, and if we can’t we will explain why, tell you who your enqiury is being sent to, and provide a name and telephone number for contact.

·          We will always try to get it right first time, but  if we cannot, we will apologise and work hard to put things right and learn by our mistakes.

·          We will provide clear and accessible information to you on the services we provide in leaflets, via the website (www.saha.org.uk) and via a quarterly newsletter.

·          We will ensure our services are accessible to all sections of the community;

·          We will communicate to you clearly, swiftly and effectively in an appropriate manner.

·          We will regularly consult with you to ensure that the services we provide are relevant and meet your needs;

·          We will treat all your personal information in a confidential manner;

·          We will deal with your complaints promptly, within the speciified timescales, in a positive manner and learn from our mistakes

·          We will ensure that our staff are sufficiently resourced and trained to provide a high quality service.

·          We will acknowledge your written correspondence within one working day, and respond fully within ten working days.