A new Social Services Customer Care Charter and set of standards has been adopted by Powys County Council, which is available on its website.
The document sets out the council’s commitment ‘to providing a consistently excellent standard of service’ by putting Powys residents at the centre of everything it does.
It explains how the council will act and what is expected from those who are receiving its help, in return.
The standards that social services customers can anticipate the council will meet, cover:
Contacting the council by telephone, in writing or by email
Coming to see council staff face-to-face, or staff visits to their homes
Compliments and complaints about council services
Protecting their confidentiality
The council will also be developing an ‘easy read’ version of the document.
Cllr Siân Cox, the new Cabinet Member for a Caring Powys, said: “We have developed this new Social Services Customer Care Charter and Standards, because we want people who access our services to feel that: their views and feelings are understood, they know what will happen next, their rights are respected, there is regular two-way communication, and they have a positive experience.”
Cllr Susan McNicholas and Cllr Sandra Davies, the new joint Cabinet Members for Future Generations (job share), added: “Please let us know what you think, your views are important to us! The easiest way to do this is through the ‘Social Services Comments, Compliments and Complaints’ page on our website, which can be accessed here: https://en.powys.gov.uk/socialservicescomplaints.
“Your feedback is always really helpful, especially when we are looking to make improvements to our services.”
The charter can be downloaded at https://en.powys.gov.uk/socialcare.