The POhWER promises

This is what POhWER promises to our clients when we are contacted

Whatever your reason for contacting us, we will:

  • provide you with accurate information about our services and your options within
  • let you know if we are not the best people to help you and explain who else might be able to help
  • support you to contact other organisations if you would like us to do so
  • provide information in a format that meets your needs; for example, Easy read, large print or in another language
  • use plain language and no jargon
  • treat you politely and with respect at all times

When you phone we will:

  • answer your call within four rings if we can and to reply to any voice mail message within one working day
  • give you our name, listen to you and explain your options
  • ring you back within two working days if we cannot give you the support you need straightaway

When you email or write a letter to us we will:

  • acknowledge receipt of your letter within two working days, either by writing back to you or by calling you on the telephone if you ask us to
  • explain your options and agree what the next step might be

When you are helping someone else get our support we will:

  • tell you about how we can work with you and the person you are helping
  • explain about consent and agree who we should contact, how and when

If you or your representative tell us you need the support of an advocate we will:

  • make contact within five working days
  • listen to what you have to say, respect your views, experience and privacy
  • give you all of the available options and information you may need to help you decide what you want to do
  • keep in touch with you at least once a month
  • tell you when we are going to close your case and why we are doing that
  • delete any records we hold about you six years after we last hear from you (unless the law says otherwise)

If we need to meet we will:

  • contact you to agree a date, time and place that suits us both
  • arrange for a signer, translator, or interpreter if you let us know what help you need
  • wear a POhWER identification badge so you know who we are
  • listen to what you have to say and let you know your options