Our reputation is based upon delivering reliable and high quality services that meet or exceed the needs of our clients. We take this very seriously, and our quality assurance processes are central to everything we do. We have guiding principles that we follow to enable us deliver quality services. These include:
We are honest, transparent and trustworthy in all our dealings both internal and external. We do all we can to ensure that we are fully compliant with contractual requirements placed on us by our funders and clients.
We treat our customers as individuals, assessing their needs, ambitions and issues to help them achieve the best outcome.
We are committed to achieving an engaged and participative workforce that truly believes in what the organisation stands for.
We ensure our systems and processes enable us to treat all information with respect.
We are committed to ensuring that our premises and those of our partners are safe, well maintained and fit for purpose.
In order to ensure we are continually improving our services, we are keen to understand the needs of our customers. We achieve this by:
Requesting feedback at all visits
Have an open feedback route (anonymous if needed) via our website
Elicit informal feedback from our customers via phone, email or other correspondence
Elicit learner feedback
Use our complaints and appeals procedure to understand and resolve any complaints or appeals we receive
Capture best practice highlighted to us via feedback or direct comment
Hold periodic reviews of systems to ensure they are optimised and capitalise on ideas/suggestions for improvements