Lifeline

Our Commitment to You

The Council is committed to listening and responding to provide efficient and effective services to both residents and non-residents alike. In dealing with the Council you will be dealt with in a courteous and professional manner at all times and can be assured of equal treatment.

As a practical demonstration of our commitment, the Council has produced a number of customer Service Standards, which represent our pledge to you. The Council's vision, values and priorities are published separately and are available on request.

This Service Standard covers Lifeline and explains clearly the standards we aim to meet and what you can expect from us. We also welcome your views and comments in order to improve the service in the future.

What You Can Expect From Us:

We will always:

Be friendly, polite and professional towards you.
Be discreet and treat any information provided by you with an appropriate degree of confidentiality.
Be sensitive to your individual needs and treat you with respect, as we appreciate that you may be feeling anxious about what is happening to you.
Ask for your opinions and seek suggestions regarding the services we run.
Deal with any complaint you have in an open, professional and fair manner.

To enable us to provide an efficient and effective service, we intend to ensure that:

On visiting your home we will:

Always wear Broxtowe Borough Council uniform.
Always carry an identification card with a photograph.
Ensure the same person visits you each time as far as possible.
Tell you about other services or agencies which may be able to help you. If you are interested in lifeline we will:
Send you a copy of this charter and Lifeline leaflets within one working day of being asked.
Contact you within 7 working days or receiving your referral.
Visit you at home to show you the lifeline system, explain how it works, explain the cost and answer any questions you may have.
Provide you with clear information about your payment options, and give advice if you have difficulty in paying the charge.
Fit the lifeline immediately if you wish, as long as you have the necessary telephone line and power supply available.
Fit a lifeline within 10 working days of receiving the referral if the necessary telephone point and power supply are available.

Once the lifeline is installed we will:

Send you an initial invoice within 10 working days.
Always inform you at least one calendar month before we increase the charge.
Settle your account within 15 working days of a lifeline being removed.
Visit twice a year, by pre-arranged appointment, to see you to service the lifeline and check our records.
Attend to any equipment faults within 2 working days.
Deal with all emergency calls efficiently.
As you for your views and comments on the service each year in order to improve it where possible.

How You Can Help Us:

To enable us to provide you with highest possible level of service it would be helpful if you could bear the following in mind.

Please keep in touch with us and inform us of any changes in your circumstances

We will treat you with respect at all times and ask you to do the same.

Please treat our staff with courtesy – they are trying to help you.

Other Help We Can Offer You:

We will:

Arrange for an interpreter if necessary.
Provide audio tapes of our leaflets for people with visual problems.
Provide wheelchair accessible offices and facilities.
Provide a hearing loop system for people with hearing difficulties.

What Happens If Things Go Wrong:

The Council is proud of its customer service record and if for any reason you feel it has not complied with this Standard please let us know in the first instance by contacting Corrina Harrison or Sharon Soal.