There is a statement of Quality Commitment relating to the whole organisation which also applies to the Single Parent Helpline and advice service.
In addition we have the following service standards:
• We aim to respond to as many calls as possible, but are aware that it is not always possible to get through to the Single Parent Helpline and that the queuing for the advice service may mean that some callers find it impossible to wait to speak to an adviser.
• Our service is free and we send information free of charge to single parents contacting our Helpline.
• The service is confidential. This means that we will not disclose any personal information without the caller’s consent.
• The only exception is when we have reasonable cause to believe that a child or other person is suffering or is likely to suffer significant harm and in such circumstances we will work within our Confidentiality Policy and procedures and encourage the caller to take steps to protect the child or person concerned.
• We send information by second class post on the next working day and there will be no indication on the envelope that it has come from Gingerbread.
• Our Single Parent Helpline provides details of other national services which provide advice, information and support with the aid of our database.
• We have a procedure for handling letters from single parents. We aim, to respond to an enquiry that requires printed information within two working days. We will endeavour to respond to letters requiring an individual response within three working days and no later than five working days.
• We have a complaints procedure for the Single Parent Helpline which we will send to callers who wish to complain.
• In addition to any complaints, we welcome any suggestions or ideas on improving the service. Callers may make suggestions to the worker concerned which will be noted or may write to the Head of Helpline and Information.
• We send a feedback questionnaire to every caller who is sent a publication together with a freepost envelope.
• We consult with members of Gingerbread on how we can improve and develop our services.