We want to ensure that you have a really positive experience of using our advice services. Our commitment to you:
Confidentiality – Equality Together will provide you with a confidential advice service. This means we will not tell other people (even your family or friends) or other agencies about your visit or your issues.
Respect – We will treat you fairly and respectfully. This means that we will not judge you or tell you what to do, nor will we treat one person more favourably than another.
Quality – Our trained workers/advisers will give you their full attention. We will always have a team of specialist senior workers available to oversee our work with you and to ensure that the advice you are given is of high quality.
Time – We give everyone as much time as they need and we don’t rush our work. This means that you may have to wait before speaking to one of our advisers. However, once it is your turn, we will give you all the time you need.
Feedback and Complaints – We encourage feed-back on our service. Information about how to make a comment or a complaint is available at reception or from any of our team.
What We Ask of You – Please behave in a way which is sensitive and respectful of the needs of other clients and our team. If your behaviour is disruptive, we will discuss this with you and we may ask you to leave.
What you can expect as a client of Equality Together
Access to our Services – You do need to make an appointment, this can be done by calling us on our dedicated number of 01274 594173, Monday, Tuesday 09:30am to 12pm and Wednesday 1pm and 3:30pm, upon receipt of your call telephone, needed details will be taken and a member of our staff team will call you back. Full details of our services are available upon request and are published on our website.
Gathering Information – During your interview we’ll take notes about you and your enquiry. We will ask your permission to store this information in our database, but you may remain anonymous if you wish.
Delivering Your Advice – At first, we will be focused on making certain that we understand how we can help you. Once we have completed this assessment, we will explain your options and next steps. It may be that you will need help from another worker/adviser. Sometimes we may ask you to come back for another appointment.
Conflict of Interests – Very occasionally we are asked to help people who are in dispute with each other. We will not help both parties because this creates a conflict of interest. If this situation arises, we will signpost one of the parties to another source of help.
Paperwork – We may need to see original copies of your documents to support your case, copies will be taken with your original paperwork being returned to you.
Waiting – We are always trying to reduce our waiting times in regard to gaining an appointment and will do our best to keep you updated.
Customer Satisfaction – We want to make sure that you receive a high-quality service from us. We will ask you to give us feedback.
Changing an arrangement or appointment you have with us
If you need to change an appointment/arrangement we have made with you please call our administration number: 01274 594173.
Please note the administration number is a message receiving facility and is not for requesting an appointment.