The Supporting People Customer Charter

• we are friendly, polite and helpful;
• you are treated with equity, respect, dignity and independence;
• we will always wear a name badge;
• we will try not to keep you waiting for more than 5 minutes if you have an appointment. The waiting times to see a duty officer are shown in the reception area;
• we are willing to visit you in your home;
• we will, if you request it, provide a private interview in an interview room or an interview by a member of staff of the same sex as yourself;
• we will explain your rights to the service we provide;
• you should leave the office knowing the action we will take. If you request it, we will provide this information in writing;
• if you request information in another language, large print, Braille or audio tape we will provide this;
• we will aim to answer the telephone politely and helpfully within 5 rings;
• we will answer letters politely, helpfully and in plain English within 10 working days;
• your personal information is protected by the rules and conditions of the Data Protection Act 1984;
• we will give you a choice wherever possible;
• we ask for your views and ideas about the supporting people service.

• the Homeless Support Service - Frequently asked questions;
• the Homeless Support Service - Service Description