Scope Response customer charter

Scope Response aims to provide exemplary information, advice and support services to disabled people, professionals, carers, parents, families and members of the public. We specialise in cerebral palsy and related disability issues.

To achieve this, we pledge to provide the following:

• At the first point of contact, you will receive a polite, friendly, helpful and professional response.
• We aim for you to feel safe, with space to be listened to and we will have systems in place to ensure protection from harm. We will treat you with dignity and respect your beliefs and preferences.
• Your enquiry will be responded to within our specified quality standards and timescales applicable to the service you contact – Scope Response, Face 2 Face Scheme, DIAL UK. For example on the Scope Response Helpline we aim to respond to phone calls within 24 hours and emails within 48 hours.
• We aim to provide a range of access channels so you can contact us in the way you find most convenient such as phone, email, text messaging, website or web forum.
• Your enquiry will remain confidential to Scope unless it falls within Child or Adult Safeguarding Procedures.
• We aim to answer your questions as fully as possible and will only refer you to another agency for specialist or ongoing advice. We can also put you in touch with a Face 2 Face Parent Befriending Service or your local DIAL information service.
• If you contact the Scope Response Helpline and you need more complex or local support and/or you have communication impairment or a recently diagnosed child, we will offer you a referral to a Scope Regional Worker who will contact you within five working days of receiving the referral from the helpline.
• We aim to provide you with quality information and, where resources allow, in the format or language that best suits your needs.
• We aim to ensure that Scope-produced information is accurate and up-to-date. When this is not the case, we will advise you.
• To give you choice and involvement in the work of Scope Response, we welcome your feedback, positive or negative. We will seek your views through customer surveys, focus groups and personal contact. Your feedback will help us improve our services.
• In line with Scope’s beliefs, we aim, through informed choice, to empower disabled people to achieve their own potential.

Read a summary of Scope Response Customer Satisfaction Survey 2011.