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Introduction
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Standards of Service u
When You
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Clients
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When You Visit Us
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When You
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Courtesy and Helpfulness u
Supporting
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We are committed to improve the quality of our service through staff training and development. We are an Investor in People organisation. We have the Community Legal Service Quality Mark for Race Specific Casework. We have also gained the National Mentoring Award and the CRE Core Standards.
When you write to us:
We will reply or acknowledge your letter within 5 working days of receiving
it. Normally, you will receive a full reply or an explanation why there may
be a delay and when you can expect a full reply within a further 20 working
days.
Out letter will be clear and written in simple English. If you have difficulties in understanding we will attempt to further simplify. We will ask you to be clear and precise as far as possible.
When You Telephone Us
We will be courteous and attempt to
answer the call. If no one is in the office, you may leave a message
on the answering machine and we will get back to you at the earliest
opportunity.
We will answer your questions as fully and helpfully as possible. It may not be possible to give best advice without knowing full details for which we may need to see you.
There are no simple answers to complex issues. The person may advise you to ring back or direct you to another officer/ organisation for appropriate help. We ask you to be patient, understanding and honest with us.
ESREC is committed to providing an independent, free and confidential service to all its clients regardless off race, colour or national/ ethnic origin, gender, sexual orientation, religion, belief, age or disability.
Without Appointment
Reception staff will see you at the earliest opportunity.
If you need to see other officers they will be informed immediately. If
available, they will see you as soon as possible. If not, you will be given an
appointment within 5 working days, except holidays.
With Appointment
You will be seen within 15 minutes, subject to delays caused by other
interviews
The officer will treat you with courtesy.
Our waiting area is in the main reception hall.
We will notify you of the time and date and we will keep to our time. If delayed we will notify you subject to availability.
We will strive to arrive within 15 minutes of agreed time subject to unforeseen circumstances
You will receive FREE confidential and impartial advice form our staff.
We will not make decisions on your behalf. Remember, you decide what happens next.
If you believe you have been discriminated against on racial grounds, you have the right to take legal proceedings.
The REC staff can help and assist you, but the decision is yours. We may write on your behalf to the Industrial Tribunal/ Commission for Racial Equality, or the respondent. A copy of the letter will be posted to you within 5 days.
Representation
If we agree to represent you, you will receive written confirmation in 5 working days.
We will offer you an appointment within 5 working days to take details
In most cases you will be seen and represented by the same officer.
You can expect us to be courteous, honest and helpful at all times
We would expect you to be similarly courteous, helpful and honest with us all the time
Our services are free. All our staff are prohibited from accepting any gifts from clients. We ask you to respect this so as to avoid any embarrassment.
You may make voluntary donation payable to East Staffordshire REC and forwarded to the Director.
Complaints
We welcome genuine complaints or compliments for future improvement. Any complaints against staff should be sent to the Director. Any complaints against the Director should be sent to the Chairman. You can if you wish make an appointment to see the Chairman, Director or any other member of staff, who will be happy to take your complaint or compliment. Acknowledgment will be sent in 10 working days. Alternatively you can email administration@eaststaffsrec.co.uk or Telephone 01283 510456.