Mission Statement

Our customers are the residents of the London Borough of Enfield and other neighbouring boroughs, our colleagues in the statuary and voluntary organisations, or anyone who came to us for help and advice. Our organisation is is genuinely independent of statutory body and our object is not for the benefit to the statutory body, but we are committed to work in partnership with the wider community as well with the wider community as well as with the statutory body. The diversity of our communities means that we need to respond to their needs both sensitively, culturally and in a fascinating variety of ways. We don't just serve the community, we are part of it.

• Provide an efficient, reliable and accountable service, which is accessible to all of our customers.
• Build a reputation as a progressive community centre caring about its customers and its workers.
• Be close to our customers, recognise the diversity of their needs and preferences and to respond the positively to them.
• To ensure through devolved management a high quality service to all our customers.

In order to meet a high standard of service delivery:

• We will recruit a high skilled, professional staff, who are qualified in customer service.
• We have an ongoing training commitment, to ensure we can respond quickly and professionally to your enquiry.
• We welcome and address suggestions for improvement. Ask anyone of us for a suggestion slip. We will acknowledge all ideas.
• We ensure waiting times are kept to the minimum and most visitors are seen immediately or within 15 minutes except in periods of peak demand.
• We continually monitor and address customer needs, through independent research and surveys.
• We will ensure that our staff understand and comply with the Local Authorities professional standards of Customer Care
• We believe that we ,and all our partners, should set and abide by the highest standards of public accountability, openness and transparency
• We believe that our programmes and services can be constantly be improved by reviewing the way in which we work and by learning from others. This approach is reflected in our commitment to and evaluation and our aspiration to create a culture which is open to suggestions from improvement and innovation from all customers, stakeholders and staff.

Staff will:

• Provide a reception service at our main entrance within the centre.
• Provide you with clear information and easy to understand explanations.
• Treat you with courtesy and respect.
• Not discuss your business with anyone but you (unless you have agreed or asked us to so).
• Comply with the centre's statement of Equal opportunities.
• Comply with customer Care and Data Protection Act 1984.
• Supply their names and area of work.
• Carry out interviews and conversations with customers about personal matters in private.
• Meet personal callers with an appointment at the agreed time in order to provide a high quality face-to-face service.
• Be appropriately dressed.
• Be open to all to learning from the experience of other organisations
• Work closely and jointly with other organisations as much as possible
• Be committed to sharing information of good practice and findings from our work with other organisations.

We Aim To:

• Answer telephone calls within 6 rings
• If we cannot answer your query we will ring you back within 24 hours with an update of progress.
• Answer your letter within fourteen days.
• Provide an interpreter when required.

We will:

• Provide a warm and welcoming environment with seats, refreshments, toilets and facilities for children.
• Advice you on all Benefits and access to services related matters
• Help you to fill in necessary forms.
• Arrange interviews and appointments as and when you require them.
• Provide free up to date leaflets and information that may help or be of interest to you.
• Ensure easy access if you are disabled, and those with prams and pushchairs.
• Provide a fast-track service if you just wish to hand something in or need some leaflets or forms without queuing during busy periods.
• Will continue to test customer satisfaction with our services regularly, so that we can learn from any complaints and improve our services
• Will be open, accountable and financially efficient and prudent, reflecting the highest standards of public sector financial management.
• We will listen and respond to feedback from our members, clients and other customers
• We will work with key partners to facilitate and support the development and dissemination of best practice.

• We will promote social and economic integration in order to improve the living and working conditions for people belonging to low-income and other discriminated groups.
• We will combat discrimination, social exclusion and prejudice, promoting equality and inclusion
• We will provide advocacy, fair and accurate advice to our service users, ensuring they have access to the services to which they ere entitled, including health and social services, legal representation and other specialist help.
• We will combat all forms of xenophobia, racism , intolerance, social exclusion and prejudice
• Promoting self-help, community alliances and cooperation among ethnic minority communities to fight against poverty, social exclusion, prejudice and discrimination.
• We will contribute to strengthening groups and links between different communities in order to increase the awareness about discrimination and build strong alliances to tackle prejudice.
• We will help migrants, refugees play a full part in the economic, cultural and social life of the United kingdom
• We will promote access to and participation in a wide range of cultural activities, including sports, arts, libraries, museums, for disadvantaged and excluded communities
• We aim to reflect and celebrate diversity, and pro-actively enable the participation of people with disabilities, black and minority ethnic communities and groups on low incomes, such as refugees, or without income at all, such as asylum seekers.
• We will help people from different and cultural background integrate into mainstream services
• We will promote welfare advice and information, careers advice and counselling services free of charge to our clients.
• We will listen to and promote the needs and aspirations of the local communities, to ensure that their voice is heard and plays a pivotal role in developing future services and activities.
• We will offer advocacy, advice and information to parents of children with special educational needs. This involves making verbal and written representations on behalf of parents.
• We will ensure that disadvantaged sand excluded communities understand and have access to the benefits and entitlements system.
• We will promote cultural services that deliver health and educational benefits, activities which divert people from crime or which promote community cohesion
• We will develop activities in the areas of mental health, education , health and community care
• We will support socially excluded, disadvantaged or poor clients to access services, opportunities, rights and entitlements.
• We will promote social inclusion and tackle disadvantage, reduce or overcome discrimination, isolation and violence
• We will take full account of, and where appropriate, target our funding in the needs of the most disadvantaged people in society.
• We will value the ethic and cultural diversity of the communities.
• We will tackle the causes of poverty, help poor people to cope with, and find ways out of, poverty.
• We don't help customers, we help communities.

• Advocacy and linking people and services
• Link people and work, education, training and volunteering
• Helpline, Advice, Guidance and Counseling.
• Discuss changes or new directions in your ways of life, living and career.
• Support based on individual needs.
• Help with jobsearch , CVs, application forms and developing interviews skills.
• Linking to specialist advice services.
• Providing a wide range of information on career choice, training, education, different occupations and changes in the job.
• In-depth discussion to explore interest and aspirations.
• Help to weigh up your options and make decisions,
• Planning on how to set and achieve future goals.
• Help you to build your motivation and confidence.
• Help to look at your skills and experience.
• Arrange specific contacts to your community group.
• Access to the Internet, computer and wide range of information.