Lifeline “Peace of Mind” Service · Lifeline “Peace of Mind” Service Lifeline “Peace of...
Transcript of Lifeline “Peace of Mind” Service · Lifeline “Peace of Mind” Service Lifeline “Peace of...
Merthyr Tydfil County Borough CouncilCustomer Services Directorate
Lifeline “Peace of Mind”
Service
Customer Information Guide and Service Standards
MERT
HYR TY
DFIL COUNTY BOROUGH COUNCIL
C YNGORBWRDEIST R E F S I R O L MERTHY
RTU
DFUL
Lifeline “Peace of Mind” Service
Contents
Mission Statement
A. General Information
1. WhoprovidestheMerthyrTydfilLifeline‘PeaceofMind’Service(MTL)?2. OurContactDetails3. WhatareourServiceStandards?4. WhatisaLifelineAlarmUnit?5. WhatequipmentdoesMTLprovide?6. WhowouldbenefitfromtheLifelineService?7. Howisanalarmcallmade?8. WhowillansweranalarmcallattheControlRoom?9. Whowillrespondtoanalarmcall?10. Whathappensifyougetnoresponsetomyalarmcall?
B. How to obtain the Service
1. HowdoIrequestaLifelineUnit?2. TheApplicationForm3. WhathappensduringtheInstallation?
C. After Installation of the Lifeline Unit
1. HowdoIlookaftermyAlarmUnit?2. TestingtheEquipment3. ReportingAFault4. WhathappensifIactivateanalarmcallbyaccident?5. Makingandansweringanordinarytelephonecall6. Confidentiality7. Yourwelfare8. CancellingtheService9. KeepingmyInformationup-to-date
D. Further Information
1. HowmuchdoestheServicecost?2. Whatpaymentsystemsareavailabletome?3. VoiceRecording4. HowDoImakeaComplaint?
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Mission Statement
FirstandforemostMerthyrTydfilLifeline‘PeaceofMind’Servicewillcontinuetopromoteacustomer-focusedapproach,buildingandstrengtheningrelationshipsbasedonqualityandhonesty.
• TorespondeffectivelytoallcallswithintheTelecareServicesAssociation(T.S.A)CodeofPracticetimeframe
• Toprovideacourteous,promptandqualityserviceatalltimes.
• Tolistenandrespondefficientlytocustomersneeds.
• Totreatallourcustomersinafairandequalway.
• To continually review and improve, where necessary our service according tocustomerrequirement.
A. General Information
1. WhoprovidestheMerthyrTydfilLifeline‘PeaceofMind’Service?
MerthyrTydfilLifeline(MTL)isadepartmentofMerthyrTydfilCountyBoroughCouncilwithover17yearsexperienceofprovidingandmanagingaCommunityAlarmService.TheControlRoomisbasedinasecureofficeintheCivicCentreinthecentreofMerthyrTydfil,whichismanned24hoursaday,7daysaweekbyateamoftrainedOperatorswho are able to identifywho is calling, and fromwhat address immediately a call isreceived froma customer’s LifelineUnit.AManager,Supervisor and an InstallationsOfficeralsosupporttheteamofOperators.
We provide our installation andmonitoring service to residents livingwithin our ownCountyBorough,theBridgendCBCareaandtothetenantsofanumberofRegisteredSocialLandlordsacrossSouthWales.
2. Our contact details are:
Lifeline‘PeaceofMind’ServiceMerthyrTydfilCountyBoroughCouncilControlRoomCivicCentreCastleStreetMerthyrTydfilCF478AN
Telephone:01685384489(VoiceRecorded)Fax: 01685 387740E-mail:[email protected]
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3. What are our Service Standards:
Wepromise:
Allstaffwillbetrainedtoahighstandard.
AllCustomerswillbetreatedfairlyinaccordancewiththeirneedandwishes.
To answer all alarm calls received at theControlRoomwithin theTelecareServicesAssociation(TSA)CodeofPracticetimeframe.Weaimtoanswer98.5%ofallemergencycallswith60seconds.
Allcallswillbetreatedaspotentialemergenciesuntilprovedotherwise.
Toaddressyoubyname,speakclearly,andidentifyourself.
TokeepyouinformedofhowweareperformingbythepublicationofanAnnualReport.
Write all our public documents in plain English and tomake them available in otherlanguageswherepossibleonrequest.
Toreviewandupdateourcustomerinformationdetailsannually.
Torecordallcalls tohelpus improveourcustomerservice,and tohelpyouwithanycomplaintyoumayhave.
Wherepossible contact youwithin twoworkingdaysof receivingyourapplication forLifeline.
Keepallyourpersonalinformationconfidential
Arrangetodeliverareplacementunitifyoursbreaksdown,orhaveonereadyforyoutocollectifoutsideourinstallersnormalworkinghours.
Contactyournextofkinornominatedcarerifyouneedhelpfromthem.
Callformedicalhelpifneeded.
Arrangeaninstallationdateandtimetosuityouwherepossible.
Tofullyinvestigateanycomplaintswithoutdelay,providingafullresponseassoonaspossibleandaninterimreplywheretheresolutionhasnotbeenpossibleafterfiveworkingdaysadvisingwhatactionhasalreadybeentakenandtheprogresstodate,providingfurtherinterimrepliesevery20daysuntiltheinvestigationiscomplete.
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4.WhatisaLifelineAlarmUnit?
TheAlarmUnitisasmall‘standalone’box,whichisconnectedtoyourowntelephone;thisdoesnotstopyoufromusingyourtelephoneinthenormalway.TheUnitwillalsohaveasmallpersonalpendantthatcanbewornaroundyourneckoronyourwrist;thebenefitofwearingyourpendantisthatyoucansummonhelpwhenyouareawayfromthemainuniteg.Inthegarden,bathroomorkitchen.OurInstallercandiscusswithyouwhichoptionmostsuitsyourlifestyle.
5.WhatequipmentdoesMerthyrTydfilLifelineprovide?
TheControlRoomprovidesyouwithanAlarmUnit(Lifeline)andasmalldiscreetpendant,whichcanbeworneitheraroundyourneckoronyourwrist.
BoththeUnitandthependantarerentedfromusandremainthepropertyofMTL.
6.WhowouldbenefitfromtheLifelineService?
AnyonecanapplyforaLifelineUnit, it isnotjustfortheelderly.Youcanbeatenant,anowner/occupierorlivingwithfamily,LifelineisavailabletoanyonewhomayneedtosummonhelpurgentlywholivesintheMerthyrTydfilCBCorBridgendCBCarea’sforexample:
• Individualswhoarehouseboundorlivealone• Vulnerablepeople• Disabledpeople• Those who have recently been discharged from hospital and may require
additional support
7.HowisanAlarmCallmade?
IfhelpisneededtheCustomerjustneedstopresseithertheredbuttonontheunitorthesmallredbuttoninthecentreofthependant.YouwillhearsomereassuringtonesandtheredbuttonontheunitwillflashtoconfirmacallisbeingconnecteddirectlytotheControlRoom.
8.WhowillansweranAlarmCallattheControlRoom?
YourcallwillbeansweredbyoneofourteamoffullytrainedOperators.TheOperatorwill addressyoubyname,as theOperatorwill haveaccess toyourpersonaldetailsimmediatelyacallisreceived.ThemicrophoneintheAlarmUnitisverysensitiveandinmostinstancesthecustomercanbeheardwherevertheyareintheirhome.However,theonlytimeaMTLOperatorcanhear,listenorspeaktoacustomeriswhenthecustomerhaspressedoneoftheredemergencybuttonstoinitiateacall. TheControlRoomisasecureareaandonlythosestaffworkingtherewillhaveaccess
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toyourpersonaldetails;allControlRoomstaffhavebeenvettedbyMerthyrTydfilC.B.CusingtheCriminalRecordsBureau(CRB)check.
9.WhowillrespondtoanAlarmCall?
Oncethealarmhasbeenactivated,andthecallisthroughtoaMTLOperator,theOperatorwilldecidewiththecustomerthebestcourseofaction.
Thiscouldbebycallingoneofthecustomer’snamedcontacts,theemergencyservicesormaybejustbydiscussingthecustomerssituationandofferingthemadviceonwhotocontactdirectly,ifitisnotanareathatMTLcanassistwith.Examplesofwhereadvicemightbeofferedare;EnquiriesregardingMealsonWheels,InstallationofKeySafes. Wewilltakethecustomers’wishesintoaccountatalltimes.However,wereservetherighttoactagainstthosewishesincertaincircumstances,suchasaseriousconcernforhealthandsafety.Whenwedothis,wewillfullyexplainanddocumentthereasonsforourdecision.
Ourstaffwilldoeverythingtheycantogetyouthehelpandassistanceyouneed.However,wedoplacecertainrestrictionsonhowdeeplytheycangetinvolvedwithyou.Pleasenotetheyarenotmedicallytrainedandcannotattendtoyoupersonally.Staffhavealsobeenadvisedthattheymustnotofferyouservicesthateitherthey,theirfriendsortheirfamilyrunindependentlyoftheControlRoom,andatnotimeofferyoufinancialadvice.
10.WhathappensifyougetnoresponsetomyAlarmCall?
Ourcustomers’wellbeingisimportanttous.Ifweareunabletomakecontactwithyou,wewillcalloneofyournamedcontactsandaskthemtoensurethatyouareallright.Ifweareunabletospeakwithoneofyourcontactswewill,ifnecessarycalltheEmergencyServicesandPolice,whomayhavetomakeaforcedentryifakeyisnotavailable;MTLcannotbeheldresponsibleformeetingthecostofanyrepairstodamagethatmayhavebeencaused.
YoumaywishtoconsiderhavingasmalldiscreetKeySafeinstalledbyyourfrontdoorwhere a spare key could be kept.The code to open the safewould only be passedto thosepeopleyouhaveauthorised,or theEmergencyServices.AkeySafecanbeinstalledthroughCare&Repair.TheControlRoomwillbehappytoprovideyouwiththeircontactdetails,orreferyourname,addressandtelephonenumber.AmemberofstafffromtheCare&Repairteamwillthencontactyoudirectlytodiscusstheinstallationandanychargesthatmayoccur.
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B. How to obtain the Service
1.HowdoIrequestaLifelineUnit?
ToapplyforaLifelineUnitallyouneedtodoiscontacttheControlRoom.Thiscanbedonebythecustomerthemselves,theiradvocateorbyafriend/familymemberontheirbehalf.TheControlRoomcanbecontactedatanytimeon01685384489.AnOperatorwillansweranyquestionsyoumayhaveandexplainmoreabouttheservice.
Ifyouarestillinterested,theOperatorwilltakeyournameandaddressandthensendyouanapplicationformandcopyofthis‘InformationGuideandStandardsifyouhavenotalready receivedone.Once thecompletedapplication formhasbeen returned tous,theControlRoomSupervisorwillcontactyoutocheckyourdetailsandarrangeademonstration/installationvisit.
Customersaremostwelcomeandencouragedtoinvitetheiradvocate,membersoftheirfamilyorafriendtobewiththemduringdemonstration/installation.
Applications are normally dealt with in date order. However, we will make a specialarrangementifthereisanurgentneed.
Important:Pleasenoteourstaffwillnotcallwithoutpriornotice,andwillalwayscarryidentification.Ifyouareinanydoubt,youshouldcalltheControlRoomon01685384489andconfirmyourvisitorisfromtheControlRoom.
2. The Application Form
Wehavetriedtokeeptheamountof‘formfilling’weaskyoutodotoaminimum,buttoensurewehavesufficientinformationtodealwithanytypeofsituationthatmayarisetherearespecificpersonaldetailswerequiree.g.Name;Age;BriefMedicalDetails;PreferredLanguage;Generalinformationregardingyourhome(KeySafeNumber/Location).
However,ifacallisreceivedfromyouraddressandtheOperatorisunabletospeakwithyoupersonally,itmaybenecessarytotelephoneoneofyournominatedcontacts.Forthisreasonweaskwhoyourcontactsare?Whenaretheyavailable?Dotheyholdakeytoyourhome?Doyouhaveanominatedadvocate?(Someonewhoofficiallydealswithallaspectsofyourpersonalbusiness,weaskthatthispersonbeidentifiedascontactnumber1).
IfyouhavenotnominatedanyspecificcontactsthiswillnotexcludeyoufromreceivingtheLifelineService.
3.WhathappensduringtheDemonstration/Installationvisit?
Our Installations Officer will explain each piece of equipment and give you a fulldemonstrationofhowitworks.AtestcallwillthenbeplacedthroughtotheControlRoom
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givingyouoryourfamily/friendstheopportunityspeaktotheOperatoronduty.
WeoperateaccordingtostrictHealthandSafetypolicies,aimedatprotectingbothourcustomersandourstaff.Wewillpayparticularattentiontoanyelectricaldangers(eg.oldwiring,loosepoints),tomakingsurethattherearenotriphazards,andtothepositionoftheUnitsoitiseasilyaccessible.
TheLifelineUnit requiresbothanelectricalpowerpointanda telephonesocket.Forsafety reasons, thesemustbesitedon thesamewallandeasilyaccessible toavoidhazardoustrailingwiresacrossfloorsordoorways,pleasenotethatourInstallerwillnotbeabletomoveanyheavyobjectsorfurniture.
OccasionallytheremaybetechnicalcomplicationswhichwillhindertheinstallationoftheUnit,theInstallationOfficerwillbeabletoadviseonthetypeofextensionoradaptorsthatmaybenecessary;however,weareunabletomakepurchasesonyourbehalforsupply/recommendproductsortradesmen.
IfourInstallationsOfficerisunabletoproceedwiththedemonstration/installationduetoahealthandsafetyissuehewillleaveyouan‘AdviceSlip’thatwillexplaintheproblemconcerned.OncethishasbeenrectifiedyoucancontacttheControlRoomandarrangeanothervisit.
There is nopressureon the customer tomakean immediatedecision, if theywouldprefertothinkaboutitfurthertheinstallationOfficercanarrangetocallback.However,ifthecustomerishappytohavetheequipmentfittedourInstallerwillcarryonwiththeinstallation.
Whentheinstallationiscompletethecustomerwillbeaskedtosignacontract.However,there is a21day ‘coolingoff’ period should youchangeyourmindandnominimumlengthtothiscontract.OurInstallerwillalsotakethisopportunitytoaddanyadditionalinformationtotheapplicationformsuchas,KeySafeCodes;LocationDetails;AccessProblems,CareSupportInformationetc.willgothroughSectionC.ofthisguideandalsoleavethecustomerwithaManufacturer’sEquipmentGuideandQuickReferenceCardtokeepalongsidetheLifelineUnit.
C. After Installation of the Lifeline Unit
1. HowDoILookAfterMyUnit?
ItisimportantthatthetelephoneconnectiontotheUnitismaintained;theuseofotherautodiallersystemse.g.broadbandcouldhaveanadverseaffect,theUnitshouldalsoneverbeunpluggedfromtheelectricitysupplyasfailuretomaintaintheseconnectionscouldmeanthatapotentialemergencycallwouldnotmade.However,intheeventofanelectricpowercutinyourareathebatteryback-upsystemintheUnitwillkeepthesystemworkingforashortperiodoftime.
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Thepersonalpendant iswater/splash-proofbutnotdesigned forcomplete immersionover an extended period,wewould not recommend it iswornwhile in the bath, butshouldbekeptcloseathandincaseofanemergency.However,theUnitisnotwater-proofandshouldonlybecleanedwithalightlymoisteneddampclothifnecessary.Forfurtherinformationoncaringforyourequipmentrefertothemanufacturersuserguide.
2.TestingtheEquipment
TheLifelineUnithasabuilt-inbatteryback-uptoensurethattheUnitwillcontinuetoworkintheeventofamainspowerfailure.
Westrongly recommend thatboth thealarmbuttononyourPendantand theUnitbetestedregularly.Failuretoundertakethesetestsmaymeanthatwhenanemergencyarisestheequipmentmaynotwork.
Weaskthatyoutestbothyourbuttonsatleastmonthly.Youcandothisatanytimeofthedayornighttosuityou.
Whenmakingatestcall-Pleaseensurewhenyourcallisanswered,youstateclearlythatitisatestcall;otherwisetheOperatorwillassumethatyouneedassistance.
3.ReportingaFault
YourAlarmUnitisforemergenciesandtestingonly,ifyouwishtoreportafaultregardingtheequipmentpleasetelephonetheControlRoomon01685384489.
Shouldanypartoftheequipmentwehaveprovidedbecomefaultyinanyway,wewillaim to rectify thisassoonaspossible. If the faulthasoccurredoutsidenormalofficehours(Monday–Friday8.30a.m.to4.30p.m.)orourInstaller isunabletogettoyou,theOperatorarrangetoprogrammeareplacementUnitthatcanbecollectedfromtheControlRoomatanytimeofthedayornight.IfthefaultcannotberepairedthenwewillexchangetheUnitfreeofcharge.
However, if the equipment failure has been caused by another supplier’s equipmente.g. failed telephone line,anextension lead,adaptor,changes toyour telephone linesupplier/systeme.g.installationofbroadband,ortheUnithasbeendamagedbyyourself,MTLcannotbeheldresponsibleandyoumaybeliabletomeetthecostoftherepairorreplacement.Yourweeklymonitoring/servicechargewillstillapply.
4.WhathappensifIactivateanalarmcallbyaccident?
Don’tworry!AnOperatorwillanswerthecallasnormal.Theywilltalktoyouand,onceit hasbeenagreed that itwasa falsealarmcall,will end the connection. If youdoactivatethealarmbyaccident,pleasedonotleaveyourpropertyuntilyourcallhasbeenanswered,sothattheOperatorcanestablishthatitisamistake.However,iftheOperatorisunabletoconfirmthatthecallwasactivatedaccidentally,thecallwillbetreatedasa
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potentialemergency.IfaccidentalalarmcallsmadeonaregularbasisourControlRoomSupervisorwillcontactyoutodiscusstheproblemandtoseewhetherthesecallscanbereduced.
5.Makingandansweringatelephonecall.
If your telephone rings then youmay answer it in the normalway by picking up thehandset.
Youmayuseyourphoneinthenormalwaytomakeanoutgoingcall.However,pleaseensurethatafteryouhavefinishedyourcallreplacethehandsetproperly.Ifthehandsetisnotonthetelephoneproperly,thealarmwillnotwork.
PleaserefertotheEquipmentUserGuideforfurtherinstructions.
6.Confidentiality
Ourcustomer’sprivacyisimportant.AllyourpersonalinformationiskeptsafeandsecureintheControlRoomandtreatedwiththeutmostconfidentiality–andiscoveredbytheDataProtectionAct.
Should youwish to see your information, you can request this inwriting at anytime.MTLhasacloseworkingrelationshipwiththeambulanceserviceandotheremergencyservicesandwillshareappropriatepersonalinformationwiththemona‘needtoknow’basis. However,occasionsmayarisewhenrequests for informationarereceived fromotherorganisationse.gSocialServices,theOperatorwillendeavourtospeakwiththecustomerortheiradvocatebeforesharingthisinformation.Althoughwedoreservetherightsharecertain information if it is in thebest interestof thecustomere.g.seriousconcern forhealthandsafety.Whenwedothiswewillfullyexplainourdecisionanddocumentouraction.
7. Your Welfare
YourwelfareisimportanttousatalltimesandourInstallerwillleaveyouwithaleaflettitled“ProtectionofVulnerableAdults”aimedathelpingyoutoappreciateifyouarebeingtakenadvantageof,andtellingyouhowtoreportit.
IfyouhaveanyhealthorsafetyconcernspleasereportthemimmediatelybyeitherpressingtheredbuttononyourLifelineUnit;bytelephoningtheControlRoomorcontactingthenumberontheleaflet.
8.KeepingMyInformationUp-To-Date
Itisveryimportantthattheinformationwekeepaboutyou,andyourcontactsisup-to-datesoweareabletorespondeffectivelyifanemergencyoccurs.Pleasekeepthisin
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mindand tellus ifanyofyourdetailschangee.g.Acontactchanges their telephonenumberoraddress,youhaveachangeinyourmedicalcondition.OurOperatorswillalsotelephoneyouoryourmaincontactatleastonceayeartochecktheinformationwehold,thisshouldtakenolongerthanafewminutesofyourtime.
9. Access to My Home
Ourcustomers’peaceofmindaswellastheirphysicalwellbeingisimportanttous.Inordertoavoidthestressandinconvenienceofaforcedentrytoyourhomeintheeventofanemergencyifyouarenotabletoopenthedooryourself.Wewouldstronglysuggestthatyouconsiderinstallingasmalldiscreetkey-safeornominateanearbykey-holderwhoisalwaysbeavailabletobecalledupondayornight.
Youwillalsoneedtomakesurethatwherepossibletherearenohazardsatyourproperty,bothinsideandoutsidethatcouldhinderyoureceivingtheattentionyoumayrequire.Forexample-Ifyourfamilypetisalargedog,weaskthatyouincludethesedetailsonyourapplicationformwewillthenbeabletoinformtheemergencyservicesbeforetheycall,andifpossibleremovethedogtoasafeandsecureareabeforeanyplannedvisits.
10.CancellingtheLifelineService
IfyouwouldliketocanceltheserviceallyouneedtodoiscontacttheControlRoomon01685384489,explainthereasonyouwishtocancelyourcontractandtheOperatorwillarrangewithyouthereturnoftheequipment.Onemonth’snoticeofcancellationisrequiredhowever;undercertaincircumstanceswewillacceptashorternoticeperiod,andyouwillbechargeduntiltheequipmenthasbeenreturnedtoMTL.
On receipt of the equipment our staff will delete your personal information from oursystem;checkandtesttheUnitandPendantandnotifyourfinancedepartment.Ifyoupaybystandingorderitisyourresponsibilitytocontactyourbank/buildingsocietyandcancelthepayments.
If the equipment has been damaged or the leads/pendant are missing you may bechargedforareplacement.
TheControlRoomwillnotnormallynotifyanyotherperson/organisationsuchascarersand other support agencies of your decision to cancel your contract and return theequipment.However,wereservetherighttodosoifwefeelthatitisarisktoyourhealthandsafety.
D. Further Information1.HowmuchdoestheServicecost?
Pleasesee theenclosed ‘ChargesSheet’ or contact theControlRoomdirect for ourcurrentcharges.
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2. WhatPaymentSystemsAreAvailableToMe?Youwillreceiveaninvoiceshortlyaftertheinstallationofyourequipment.Theinvoicewillbe for thecoming12-monthbillingperiod;weask thatpaymentarrangementsbemadepromptlyonreceiptofthisinvoice.
Inorder tomakepayingyourLifelinechargesaseasyaspossiblepayments canbemadeby:
Cash,Cheque,PostalOrder;Credit/Debitcardpaymentsat theCivicCentre;AllPostOffices;PaypointsandPayzoneoutlets;Telephonebankingbyphoning01685725115(Thisisanautomated24hourservice);StandingOrderpaymentscanbearrangedbycontacting the IncomeSectionon01685725114,orbypostbysendingachequeorpostalordermadepayabletoMTCBCandsenttoFinanceDepartment,CivicCentre,CastleStreet,MerthyrTydfil,CF478AN. 3.VoiceRecording
For your safety and security all callsmade to and from theControlRoomare voicerecorded.Theserecordingsmaybeusedtoaidandassistinstafftraining.
4.HowdoImakeacomplaint?
Weaimtogetthingsrightthefirsttimehowever;weencourageourcustomerstoletusknowimmediatelytheyhaveaproblemsowecanputitright.Wetakeanycomplaintveryseriouslyandaimtolearnfromittoavoidthesamesituationhappeningagain.
Ifyoudowishtomakeacomplaintregardingtheserviceyouhavereceivedoramemberofour teamplease telephone theControlRoomon01685384489(VoiceRecorded);givebriefdetailsofyourcomplainttotheDutyOperatoralongwithyourcontactdetails(ifyouareringingonbehalfoftheserviceuser),thisinformationwillbepassedtotheControlRoomSupervisorthenextworkingdaywhowillcontactyoubyphoneforfurtherdiscussion. Ifat that timeyouwishtomakeyourcomplaintofficialyouwillbesentaComplaintFormtocompleteandreturn.
OncewehavereceivedyourcompletedComplaintFormyoucanexpect toreceiveawrittenresponsewithin5workingdays.IfaconclusioncannotbereachedwithinthistimescaletheManager/Supervisorwillwritetoyouadvisingyouoftheactionthathasbeentaken,andtheprogresstodate.Wewillalsoprovideinterimrepliesevery20daysuntiltheinvestigationiscomplete.
ForfurtherinformationregardingtheLifelineService,pleasecontacttheControlRoomon01685384489
WewillaimtoprovideacopyofthisInformationGuideinlanguageorformatsuitabletoyourrequirements.
Producedby:SiânDavies,ControlRoomManagerApprovedby:GaryThomas,DirectorCustomerCommunityServicesVersion:2Date – 19.01.11
To Be Reviewed – 19.01.12
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