Customer Service Standards

We are pleased to share with you our finalised customer service standards which give much greater clarity on what customers can expect when interacting with Papworth Trust.  

An image of our customer charter values

We start with our organisation-wide ‘customer charter’ which shows that as a customer you have the right to… 
  • communicate with us in a way that works for you 
  • be treated with fairness and respect 
  • be listened to 
  • a quality service.  

Each of our Papworth Trust services – Housing, Employment, Care and Day Opportunities – has a set of customer service standards which sit beneath the Charter. These will tell you what to expect when joining our Papworth Trust service, how to contact us, how we will support you, and how you can take part and get more involved at the Trust.  

Each of our customer standards are also available in easy read.  

Una Davis, Deputy Director of Operations, said:  

“We are proud to roll out our customer services across all of our operational areas. Not only do they let customers know what to expect from us, but they also show the ways in which customers can hold us to account and check we are doing what we said we would.” 

Ian Cunningham, Business Manager for Housing Management, said:  

“I’m really pleased to be able to unveil our customer standards for housing. Over the last year we’ve working collaboratively with tenants to create these, including delivering a session with the tenant scrutiny panel to help us to understand what was important to tenants.  

Directly influenced by tenant feedback, we've made a commitment to contact tenants via telephone or their preferred method of communication following any out-of-hours emergency visit. This ensures we check on the tenant's well-being, confirm resolution of the issue, or provide updates on the next steps.”