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Our Responsibilities

Your tenancy agreement with the Trust is very important because it sets out the rights and responsibilities both we as the landlord and you as the tenant have.

Customer service standards
Our pledge to you...
The standards below apply to all aspects of service delivery at the Trust. This also includes the service provided by contractors employed by the Trust.

We will treat people fairly and with courtesy and respect

  • Within all of our activities we will work within the principles of Equal Opportunities for all.
  • All of our staff will receive training to enable them to give a quality customer service.
  • All of our staff will behave in a professional and courteous manner when dealing with customers.
  • All suppliers and contractors working on behalf of The Guinness Trust Group will treat customers in a similar manner.

We will provide clear and accessible information on the services that we provide

  • All area and local offices will provide up to date, and easily accessible information for the benefit of customers.
  • The Trust will devise methods of distributing information to residents who do not have easy access to local offices.
  • All new residents will be given the residents' handbook when signing for their tenancy.
  • We will send statutory information to residents within specified timescales.

We will make our services accessible to all sections of the community

  • We will take all reasonable steps to publish information in appropriate community languages, in large print, in Braille and on tape when requested.
  • We will ensure that all staff know how to access these services.
  • We plan to ensure that all of our office locations are fully accessible by disabled people by March 2004.
  • We recognise that there will be occasions when some members of the community need additional or more sensitively provided services and we will endeavour to meet these needs.
  • Where necessary we will visit residents in their homes within reasonable timescales. (7 working days)

We will communicate swiftly and effectively in an appropriate fashion

  • All written information produced by individual members of staff will include the name and job title of the sender and an address and office telephone contact number.
  • All correspondence with residents and prospective residents will be type written.
  • We will use the fastest methods of communication e.g. telephone or email in appropriate circumstances.

We will regularly consult with our customers to ensure that we are providing the services that meet their needs

  • We will consult our residents on a full range of issues. This will include issues that we have a statutory obligation to consult on, as well as local matters that are a concern to residents.
  • Consultation will take place in a variety of ways including questionnaires, surveys, newsletters, residents groups and focus groups.
  • As part of our programme of continuous improvement we will carry out periodic surveys with residents.
  • All suggestions for improvements to services will receive a considered and formal response.

We will treat all personal information in a confidential manner

  • All information that we keep will be kept in accordance with the Data Protection Act.
  • All personal confidential information will be kept in a secure manner whether this information is kept in a paper or computer file.
  • Access will be restricted only to those staff who require the information in the course of their work.
  • No confidential personal information will ever be given out to third parties without the prior consent of the individual/s involved. However, in some instances we be obliged to divulge information to the police and/or Social Services.
  • All confidential matters will be dealt with in private.
  • Unnecessary confidential information will not be sought.
  • We will provide access to residents' personal files on request within specified timescales.

We will make and keep mutually convenient appointments with our customers

  • We will set time frames for organising appointments. Within 7 working days (or immediately in emergency situations), or as soon as mutually convenient, with a view to trying to meet the needs of our customers.
  • Wherever possible appointments will take place in office locations during normal office hours.
  • We will endeavour to make available details of the telephone accessibility of staff.
  • Evening appointments or home visits can sometimes be arranged where appropriate.
  • Where a customer has special needs the Trust will endeavour to find appropriate means of communication which may entail meetings being attended by an interpreter or signer.
  • All people coming to an office for appointments will be seen within 10 minutes of their appointment. If being visited at home we will telephone to explain if we are likely to be more than 10 minutes late.
  • During office opening hours, when people turn up without an appointment we will endeavour to see them. When the member of staff who can help them is not available we will take details and ensure the matter is followed through.
  • We will endeavour to make available details of the telephone accessibility of staff.
  • All visitors to offices will have a comfortable place in which to wait and will be made to feel welcome.
  • Local residents will be consulted about the opening hours of local offices.

We will respond to all communications in whatever form within published timeframes

  • We publish timeframes for responses to communication
  • Telephone - We will answer the telephone within six rings.
  • Letters - We aim to reply to all letters within 10 working days. Where this is not possible we will acknowledge receipt of the letter and say when we expect to be able to reply.
  • Faxes - We will respond in order of priority and to meet set deadlines.
  • E-mails - We will respond in order of priority and to meet set deadlines.During staff absences we will ensure that their telephone calls are answered (this may be by call diversion through local offices); that written communications are acknowledged, and that urgent items are passed to other appropriate staff members for action
  • Answerphone facilities - We will work towards eradicating the use of answerphones during normal office opening hours. Outside office hours the answerphones will give clear, precise instructions of what to do in case of an emergency and will advertise office opening times.

We will publish opening times of all of our offices

  • All main offices will be open between 9.00 am and 5.00 pm and cover provided throughout the period.
  • Where there needs to be a change from advertised opening times i.e. due to staff training, prior notice will be given wherever possible.
  • Opening times will be set to enable residents to make personal calls at the times most convenient to them.
  • All offices should display up-to-date information such as office opening times.

We will deal with all complaints promptly and in a positive manner

  • We will provide training for all staff to ensure that they fully understand The Trust's Complaints and Compliments policy and procedures, and ensure that complaints are seen in a positive light.

We will ensure that our staff are sufficiently resourced and trained to provide a high quality service

  • We will ensure that all staff receive customer care training.
  • Induction of new and promoted staff will be thorough to ensure that they are aware of the requirements of their jobs and have access to all of the information that they need.
  • Staff will be provided with the equipment they need to offer a quality service.

We will ensure that all of our staff can identify themselves as employees of The Guinness Trust

  • Staff will present themselves in a clean, tidy and appropriate manner.
  • We will provide every member of staff with an identity card (name badge), stating that they are an employee of The Guinness Trust. These ID cards will be used when staff visit other offices or attend meetings, both internal and external.
  • Front line staff and those staff who visit residents in their own homes will also be issued with an identity card that includes their photograph.
  • Front line staff are required to carry their identity cards at all times during working hours and to present these on request.
  • All contractors working for the Trust will be required to carry and show identity cards as required. Residents will be informed that they should always ask to see identity cards before allowing anyone in to their home.
  • During office hours all staff will wear name badges.
  • Caretakers will wear corporate clothing in order that they are easily identified

We are committed to take every possible step to ensure that our applicants, customers, employees - as well as the organisations we work with - are treated equally with dignity and respect.

Click here to see our Equality and Diversity Policy

If we have failed to meet these standards you can make a complaint, however before you do tell us what is wrong we can often sort the problem informally.

Click here to see our complaints and compliments policy and complaints and compliments form

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