Service Standards

What can I expect from WE:ARE?

Our service standards set out what you can expect from us and what we expect from you if you are engaged with one of our programmes. If you do not feel that the service you receive measures up to these standards or have ideas about how we can do things better, we would love you to let us know. And we would encourage you to follow our complaints procedure which you can get from the administrator.

Our commitment to provide accessible services to women from all communities means we will…

Make our services accessible by:

Explaining all the services we offer and help you to decide what services best meet your needs
Treating you as an individual
Being flexible and offering a hybrid model of engagement
Not using jargon or acronyms when we speak to you

Provide safety and confidentiality by:

Respecting your confidentiality
Getting consent to share your information – the only time we would share information about you without consent would be if we thought you or someone else was in immediate danger

Support you by:

Listening, believing, and caring
Explaining what your rights are
Telling you what is realistic and possible
Supporting you to access other services, information, and resources

Support your children by:

Supporting you in your role as a mother
Informing you of services outside of WE:ARE which are available to support your children
Being honest about any action we need to take so you can protect your child(ren)

Keep high service standards by:

Providing you with opportunities to give us feedback on the services you receive
Telling you of any changes we make to our services because of your feedback
Making the time you wait to use a service as short as possible
Ensuring the staff you work with are police checked, well trained and supported to do their job
Providing consistent and reliable services

Help us to help you:

Tell us how we can make our services accessible for you
Let us know if you have any specific needs/requirements
Let us know if you are unable to make an appointment
Tell us if you are not happy with the service you are receiving
Treat our staff and other women using our services with respect