Customer Charter

We will

  • Provide a friendly, helpful and welcoming environment.
  • Make our services and support accessible to you.
  • Deliver our services and support with honesty, openness, straightforwardness and efficiency.
  • Be client led, flexible and adaptable.
  • Treat you as an individual, fairly and with respect.
  • Be non-judgemental of you and your situation – current or past.
  • Always respect your confidentiality and keep your information safe and secure. For our full confidentiality policy Click Here


  • Adopt a holistic and ‘stepping stone’ approach to progress you.
  • Be thorough and listen actively to your needs and aspirations.
  • Provide tailored support and give accurate, up-to-date information, advice and guidance to meet your needs, ability and aspirations.
  • Discuss your options and set agreed objectives for you to achieve. Support and challenge you to overcome your barriers to employment and become ready for work.


  • Protect your personal information & never share it with others without your consent.
  • Comply with health, safety and welfare, equality and diversity, data protection, and confidentiality legislation and requirements.
  • Take responsibility for our actions.
  • Use your feedback to improve our services and support.

What we expect from you

  • To attend all agreed appointments/meetings and arrive on time.
  • To contact us as soon as possible if you are unable to attend your appointment.
  • To inform us of any change in your circumstances.
  • To behave appropriately and respect staff, volunteers, clients, visitors, premises and facilities.
  • To actively engage with us and our service and support.
  • To be responsible for achieving all your agreed objectives.
  • To search and apply for suitable paid jobs between appointments.
  • To give us feedback on our service and support

If you would like to give us feedback, please compete a Comments, Complaints and Suggestions Form or ask a member of staff for assistance. Forms can be found in the reception area.