Service Standards

Our Service Standards

• All enquiries will be dealt with promptly and courteously and client confidentiality will be respected at all times.
• We will measure our performance against our standards and expect high levels of customer satisfaction.
• Complaints will be responded to within 3 working days.

Equipment

• All deliveries will be made within 3 working days of receipt of order at the CES, providing stock is available.
• All collections will be made within 4 working days of receipt of request at the CES.
• Emergency requests will be prioritised and delivered the same or next working day, providing stock is available.
• Equipment will be clean, installed safely and, where appropriate, serviced according to manufacturer's recommendations.
• If breakdowns cannot be repaired, the equipment will be replaced.
• Instruction leaflets are available online, and will be issued on request.
• A minimum of 42% of all stock issued will come from our cleaning and refurbishment activities.
• We will monitor, review and update the range of equipment available through the Community Equipment Store.

Continence Service

• The Continence Delivery Service will meet the reasonable delivery requirements of clients including the use of discreet packaging.
• Continence deliveries will be arranged in advance by text message or by telephone. Emergency requests for continence products will be delivered same or next working day if product is available.