ILA

Independent Living Association (ILA), Worthing, West Sussex © Copyright 2011

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Charity no: 1092651

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08456 0123 99

I

Customer commitment

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We are committed to listening to what our customers want
and to providing services which are:

• based around them and
• delivered with a sense of warmth, friendliness and honesty

Our standards for all of our services are as follows:

Access

• We will provide our services generally between 8am and 6pm from Monday to Friday
  (We are closed on Bank Holidays)
• Appointments can be made at our office premises (which is an accessible venue)
• Home visits can be offered
• Written information is available in alternative formats upon request

Phone response

• We will answer the phone promptly. In busy periods we will provide an answering service so that you can leave a message rather than letting your call go unanswered
• We will always give our name when we answer your call
• If we cannot answer your enquiry, we will try to find someone who can deal with it and call you back either on the same day or the next working day
• If you call outside of our normal working hours, please leave a message and we will return your call within one working day

Written response

• We will reply to emails within 2 working days (during holiday periods you may initially receive an automated response)
• We date stamp all letters received and will reply to them within 2 working days
• We will respond to any contact that you make to us either in the way that you have contacted us or in the way that you ask us to (text, text phone etc)

In your home

• We will try to arrange to visit at a convenient time for you
• We will phone you to let you know if we are going to be late or cannot keep the appointment
• If you request it, we will show you identification
• We will respect your home

Providing information

• We will provide information on our website
• We will provide you with a full information pack on our services when you first contact us, or at any time you request it
• We will give you individual information and guidance with full explanations relevant to your needs
• We will send you a newsletter every 3 months
• We will share information with you every year on how we are performing
• We will ask for your views about improving our services
• If you are unhappy about any aspect of our work , we will try to resolve the problem as quickly as possible and will help you to understand how to use our complaints process

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“Everything is so efficient, all the people I have dealt with have responded so quickly, have been so pleasant to deal with and have made a difference to how I am able to cope with my situation.”

         W.Sussex , DP customer.