Social Care Customer Care Charter

These are the standards that you can expect from us when you use our service.

When you visit us:

Our receptions will be open from 8:30am until 5:00pm (Monday to Thursday) and 8:30am to 4:30pm (Friday).
We will treat you politely, courteously and in a professional manner.
We will ensure that all reasonable steps are taken to make our reception areas physically accessible.
We will aim to keep our reception areas clean and tidy.
We will wear name badges.
We will treat everybody equally.
We will ensure current information is available and accessible.

When you telephone us:

We will aim to answer your call in 5 rings.

When you e-mail us:

We will acknowledge your email within 1 day and respond fully in 10 working days.

When you write to us:

We will respond to your letter within 10 working days.

When we visit you:

We will carry identification cards.

If you require information in alternative formats:

We will make information available in other formats such as key community languages, Braille, large print and audio, if requested.

If you require a Translator:

When you come to see us, if you require a translator, one will be available through our telephone translation service.

Comments, Commendations & Complaints:

We try to provide the best possible service at all times, It is important that customers who use our service tell us how we are doing.

If you have a compliment (for instance you have found a particular Service or member of staff helpful), ideas about how we could do things better or wish to complain you can:

Write to us:

Customer Care, Stirling House, Tedder Avenue, Thornaby TS17 9JP.

Telephone us:

If you ring 01642 527521, you will be put in touch with the appropriate officer.

Call in:

You can visit any of our reception areas and the staff there will be pleased to listen to your views, make a note of them and past them on for attention.