Customer Charter and Our Policies – Graft Thames Valley

Provide a friendly, helpful and welcoming environment.
Make our services and support accessible to you.
Deliver our services and support with honesty, openness, straightforwardness and efficiency.
Be client led, flexible and adaptable.
Treat you as an individual, fairly and with respect.
Be non-judgemental of you and your situation – current or past.
Always respect your confidentiality and keep your information safe and secure.
Adopt a holistic and ‘stepping stone’ approach to progress you.
Be thorough and listen actively to your needs and aspirations.
Provide tailored support and give accurate, up-to-date information, advice and guidance to meet your needs, ability and aspirations.
Discuss your options and set agreed objectives for you to achieve. Support and challenge you to overcome your barriers to employment and become ready for work.
Protect your personal information & never share it with others without your consent.
Comply with health, safety and welfare, equality and diversity, data protection, and confidentiality legislation and requirements.
Take responsibility for our actions.
Use your feedback to improve our services and support.

To attend all agreed appointments/meetings and arrive on time.
To contact us as soon as possible if you are unable to attend your appointment.
To inform us of any change in your circumstances.
To behave appropriately and respect staff, volunteers, clients, visitors, premises and facilities.
To actively engage with us and our service and support.
To be responsible for achieving all your agreed objectives.
To search and apply for suitable paid jobs between appointments.
To give us feedback on our service and support

CUSTOMER CHARTER