Forestcare Service Standards
ListenOur service standards include:
- Arranging to visit you at home to give you a free and no obligation demonstration (and installation) of our Lifeline equipment within one week of your enquiry.
- Responding to faults and replacing any faulty equipment by the end of the next day.
- Arranging appointments at a time to suit you and letting you know if for any reason we are unable to keep them.
- Answering all Lifeline alarm calls promptly and well within Government guidelines. 97.03% Lifeline calls answered within 30 seconds (November 2008).
- Answering your calls 24 hours a day 365 days of the year.
- If we are a key holder for you, we undertake to provide a mobile response that reaches you within one hour.
- Requesting updated information from you on an annual basis.
- Being polite and helpful when you contact us.
- Responding appropriately to your alarm call.
- Respecting your individual needs and treating you with dignity.
- Ensuring our staff are Police checked, First Aid trained and able to deal with any emergency.
- Valuing your comments and improving our service as a result.
- Responding to written complaints within five working days (and usually much sooner).
- Sending you an annual newsletter to keep you in touch.
- Carrying out an annual customer survey.
If you would like to give us feedback or if you have any suggestions on how we can improve our service to you, please complete our online form. Alternatively, you can call the control centre on 01344 786 500.
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