General Standards of the Service

At all times the support service will do the following

• Deal with you in a polite and helpful way.
• Deliver their support and training services in a professional way which meets the standards set out in their service agreements.
• Continuously monitor their service and publish their findings in the 'gLeAnings' newsletter.
• Constantly look for ways in which their services can be improved.
• Listen to you and take account of your views.
• Give you as much information as you need in order to carry out your role as a governor.
• Treat you fairly and sensitively, and take account of your particular needs.
• Respect your right to confidentiality.

When you want to contact the support service

• You can phone, write to, e-mail or call into the office. The office is open between 8.30am and 5.00pm Monday to Thursday and 8.30am and 4.00pm on Friday.

When you phone the support service

• Your call will be answered within 15 seconds (six rings).
• If the person who answers your call cannot deal with your enquiry, they will give you the name of the person you need to speak to and then transfer your call to that person.
• When the office is closed you can leave a message on the answerphone.

When you write to or e-mail the support service

• You will normally receive a full reply within five working days.
• All letters and e-mails to you will be polite, written in plain English, and sent as soon as is reasonably possible.