Paisley Area Team Business Support Service Pledges

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You should expect the following standards of service from our staff providing support to you.

We will:

• answer our telephone calls within five rings (15 seconds),
• instantly take ownership of your enquiry at the first point of contact, whether you contact us by phone or personally visit us,
• deal with your enquiry from start to finish and if we cannot, we will explain why and transfer you to someone who can deal with it,
• acknowledge your letter or email enquiry within 3 working days,
• process all invoices within 25 working days of receipt,
• complete child protection minutes within five working days,
• increase the number of working days available to the service by reducing staff absences,
• ensure that you have received all the relevant information about the service you are receiving and have fully understood the information given to you, and
• investigate all complaints within agreed timescales and put things right when they go wrong.
  

The business support team are the people who will provide a support service to you. You should expect the following standards of service from them:

Staff will:

• wear their identity cards at all times,
• always identify themselves when answering the phone,
• take phone messages as accurately as possible and pass these on promptly,
• be trained and supported to ensure they carry out their jobs professionally and will have procedures and policies for all the services they provide,
• be polite and helpful at all times, and
• treat you with respect and keep all information confidential.

If you have any concerns about the service you received from Paisley area team, please contact:

Resources Manager
Social Work Services
Paisley Area Team
Abbey House
8 Seedhill Road
Paisley PA1 1JT

• email: paisley.sw@renfrewshire.gov.uk
• phone: 0141 842 4091
• fax: 0141 842 4136

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