The National Youth Agency - Customer Charter

Customer Charter

The NYA works with organisations and services to improve the life chances of young people and also works directly with young people themselves to develop their voice and influence in shaping policy and securing social justice.

OUR MISSION: SUPPORTING YOUNG PEOPLE TO ACHIEVE THEIR FULL POTENTIAL

The NYA is an intermediary organisation located between government and funding bodies on the one hand, and service providers and their users on the other.

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It has five strategic aims:

1. Participation: promoting young people's influence, voice and place in society
2. Professional practice: improving youth work practice, programmes and other services for young people provided in different settings
3. Policy development: influencing and shaping the youth policy of central and local government and the policies of those who plan, commission and provide services for young people
4. Partnership: creating, supporting and developing partnerships between organisations to improve services and outcomes for young people
5. Performance: striving for excellence in the provision of services and products for the sector and in The Agency's internal workings.

The National Youth Agency is committed to providing a high-quality service, both externally and internally, as part of its 'Performance' strategic aim. As an organisation, we will:

Be friendly, approachable and professional.
Respond quickly and efficiently to requests.
Correct things promptly when they go wrong, and learn from complaints.
Aim to continuously improve our service.

STANDARDS

Visitors

The NYA aims to provide a polite and welcoming service. The reception area will be clean and comfortable, well signposted with relevant displays of leaflets and other information about the range of Agency work, all our meetings will be advertised in reception. Visitors will be seen within 5 minutes of their appointment time. If this is not possible, an explanation will be given.

Telephone

Staff are available to answer calls between 9am and 5.30pm Monday to Thursday, and 9am and 5pm on Friday. The main switchboard will answer calls stating The National Youth Agency. Other departments will either respond with their names or sections. Our aim is to answer calls on the switchboard within 4-5 rings (unless we are on another call), otherwise you will be connected to voicemail.

If your call needs a response and this is not possible immediately, your details will be taken and we will contact you with the information as quickly as possible, but you will be kept fully informed of the situation. As well as the main switchboard, The NYA has direct dial facilities for all staff and these numbers can be found on our website. A voicemail system is also used which gives the options of:

1. leaving a message
2. speaking to another staff member
3. contacting the main switchboard.

Written Communication

All external written communication, including letters and e-mails, will be acknowledged within 5 working days. If the subject matter requires a more detailed response, we will explain the reason for the delay. There will be a named person and telephone number as a contact in the response

Website

Our website is updated daily and contains relevant information. We welcome your views and you can provide feedback directly to our Web Coordinator.

Face-to-Face Communication

Our staff will be knowledgeable, helpful and responsive. Where questions are raised which are outside the remit of the person concerned they will secure a relevant response within 10 working days.

Comments, Compliments and Complaints

The National Youth Agency aims to be efficient and effective. As part of our continuing effort to improve the services we provide, we need to know when you are dissatisfied. We would also like to know when we 'get it right' so that this standard can be maintained. Any suggestions you have on how we can improve are always welcomed.

The comments, compliments and complaints procedure is confidential and has three stages.

Stage 1: The comments, compliments and complaint may be addressed in the following ways:

By phone. National Youth Agency, phone number: 0116 2427373 (Facilities Management Officer)
By e-mail. You can email us at comments@nya.org.uk
By letter you can write to:

Comments and Complaints
The National Youth Agency
Eastgate House
19-23 Humberstone Road
Leicester
LE5 3GJ

You will receive an acknowledgement of acceptance within 2 working days of receipt in addition to a full response within 10 working days of the receipt being issued.

Stage 2: If you are not satisfied with the outcome of stage 1, you can approach the relevant Head of section who will again issue an acknowledgment and respond within 10 working days.

Stage 3: If the matter has still not been resolved satisfactorily, you have the right to request that two members of the Directorate review the matter and take appropriate action.

A record of comments, compliments and complaints will be kept to help us improve our service and a summary presented to Directorate each quarter.