Promises when you contact us

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