Parent organisation of Community Links, Foundation, Bridging the Gap and Foundation Living

Client Charter

 

We have now launched our group-wide Client Charter, which outlines our commitments to anyone accessing an Inspire North Group service. Read the charter below, or download here.

Client Charter

Three figureheads, one at the front and two behindWe will pledge to: Treat you as an individual

What you can expect from us:

  • We will provide you with easy to understand, accessible and up-to-date information
  • We will notify you in advance if a worker is on leave or within one week of unplanned absence
  • We will notify you of the outcome of formal complaints within 10 working days
    We will base our relationship with you on openness, honesty and trust
  • We will support you on your journey to independent living

We will pledge to: Always do the right thing

What you can expect from us:

  • We will treat you with dignity and respect
  • We will tell you if we need to report a safeguarding concern, where safe to do so
  • We will share your story appropriately so you do not need to repeat yourself
  • We will ensure you know how to access your notes and information
  • We will provide information to you regarding Inspire North’s performance and continuous improvements

We will pledge to: Work with you to achieve more together

What you can expect from us:

  • We will involve clients in recruiting our employees and board members
  • We will have two places for clients at our board meetings
  • We will make sure every client feels listened to on issues that matter to you and give you opportunities to influence service delivery
  • We will work in partnership to independently scrutinise and hold us to account for decisions that affect the quality of the service you are a part of

We will pledge to: Always go the extra mile

What you can expect from us:

  • We will give you a contact number for your worker
  • We will endeavour to answer when you call, if we are not available please leave a message and we will contact you
  • We will aim to acknowledge a referral in two working days
  • We will provide good quality, well maintained and safe homes for our residents and tenants
  • We will make it easy for you to raise issues/concerns, make a complaint and seek redress

To give us your feedback on the Client Charter, on using our services, or anything at all, complete our quick and easy Client Satisfaction Survey. To give us your feedback on repairs in your property, complete the Repairs Satisfaction Survey. We appreciate all feedback and opportunities to improve our services.

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