Involving our members
We will make sure we understand what our activity participants need,
and develop our services around their expectations. We will:
- Regularly consult with and survey our activity participants for their
opinions about our services. - Ensure that our participants and committee members help shape
the services we deliver. - Be honest about what we can do and what we can’t.
Our volunteers
We recognise that we rely on our solely volunteer workforce to deliver
great service. We will:
- Ensure our staff are trained and competent to deliver our services.
- Ensure our staff treat every participant as they would wish to be
treated; with respect, courtesy and understanding.
Contacting us
We will provide different ways to help people contact us and access the
services they need. We will:
- Provide a welcoming, friendly environment.
- Prioritise accessibility for our staff and those we serve.
- Make information about Rainbow Bedfordshire Event’s C.I.C
services easily available. - Publish information essential to access the activities we provide.
Where this is not possible (due to operations management), we
will invite contact (see below) - Cascade information to our mailing list regularly.
How we communicate
We want to make every contact with our team a positive experience.
We will:
- Always listen carefully to what activity participants, members and
other colleagues say. - Be polite and honest.
- Give a contact name and details.
- Let people know what will happen next.
- Point people in the right direction if we can’t help.
- Provide a suitable environment and ensure confidentiality.
- Write letters, emails and publications that are easy to read and
understand. - Respond to letters and emails promptly and when that is not
possible, we will send an acknowledgement with details of who is
dealing with the matter. - Let people know if there will be a delay in responding.
- Ensure answer-phone messages are clear and tell people when to
expect a reply and offer an alternative contact.
Measuring how we perform
We want to make sure that our commitment to high standards of service
is making a difference, and we will assess our success by measuring
what our member and participant experience. We will:
- Seek regular feedback from members and activity participants
- Publish details of how members and activity participants can tell us
about complaints, pay compliments and give us feedback. - Investigate all complaints thoroughly, as quickly as possible, and
learn from mistakes.