Ideal for All

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Customer Quality Framework

The Self Directed Support Service (SDSS) aim to provide our customers with a great customer service experience. Our customer quality framework sets out the minimum standards that our customers should expect.

Office hours

We will provide our services between 9am and 5.30pm Monday to Friday (excluding Bank Holidays).

Accessible information

Information will be provided in alternative formats to meet customer needs on request.

What you can expect when you phone us

Telephone calls will be answered promptly. In unusually busy periods, an answering service will be available for you to leave a message and your phone call will be returned the same day or the next working day.

What you can expect when you are talking to a team member

Staff members will give you their name when answering your call and ask how they can help you. The member of staff will listen to your query and help you to resolve it satisfactorily. At all times staff members will be:

  • Polite and courteous
  • Give you time to explain your needs/query
  • Efficient and helpful
  • Provide a range of options if needed
  • Completed any work needed following your telephone call

Out of hours calls

An answering service is available for you to leave a message outside of office hours. A member of staff will return your call within one working day.

What you can expect when you send us an email

Members of staff will respond to your email within one working day. If the member of staff is on holiday or off sick another member of staff will endeavour to resolve your query.

What you can expect when you send us a letter

We will record when we have received your letter and will send our reply to you within two working days. If your query takes longer than two days to resolve, we will write to you and let you know.

CUSTOMER COMMUNICATION NEEDS

The SDSS will tailor a response to your communication needs or methods.

INFORMATION

We will provide you with up-to-date information in a range of ways to suit you, including:

  • The SDSS website
  • Information packs about our services
  • A newsletter with all the latest updates to help you

Confidentiality and sharing information

All personal information that you share with us will be kept safe and used according to data protection rules. To work effectively on your behalf your information may be accessed by an appropriate SDSS employee. There may be times when we must disclose information to authorities such as the Police if a vulnerable person is at risk.

For comments, compliments or complaints

You can make a comment, compliment or complaint by writing to:

Mrs Khatija Patel, Chief Executive Officer, Ideal for All, 100 Oldbury Road, Smethwick, B66 1JE

Or through the following channels:

Website: www.idealforall.co.uk

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Phone: 0121 558 5555

Customer involvement

Factsheets:

We publish our factsheets on the SDSS website and we welcome your feedback as to how useful they are or whether you would like other topics to be covered.

Website:

Feedback on our website helps us to ensure that it does what you want it to do

Newsletter:

Do you have a direct payment’s story that you would like to share? Or comments on that you would like to see included in the newsletter.

Feedback: We produce regular questionnaires on a variety of issues so that we can make sure that we are delivering a service that meets your needs and expectations.

The Self Directed Support Service also asks recipients to complete a service quality questionnaire once they have finished working with their adviser to set up and manage their direct payment.

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