Goodwin Development Trust (GDT) Enterprise, Employment & Training Department (EET) Customer Charter

GDT is committed to building excellent relationships with customers, clients, learners, employers and external partners for the continuous improvement of the services we provide. This charter sets out the quality of the service you can expect from us.

Goodwin Development Trust Mission Statement

We are a locally controlled and accountable organisation, committed to improving the quality of life within communities where through identifying and addressing the needs of local people and by working in partnership with them and statutory, voluntary and professional organisations.

Vision for the Future

The growth of GDT has been phenomenal in the short space of time in which it has existed and yet its original values and goals remain the same. Centred around four distinct themes, Health & Wellbeing, Children & Young People, Employment, Enterprise & Training, Safer & Stronger Communities, the services we deliver now and in the future will be as a result of listening to residents to ascertain what they feel is necessary for their well being and to continue to meet their needs. Our vision of the future for the Thornton area and in areas where we deliver projects is one of high employment, a high position in the education tables, social inclusion, no drugs culture and continually lowering crime figures.

EET Mission Statement

Through identifying and addressing the needs of local people, and in accordance with Goodwin Development Trust’s commitment to improving the quality of life within Hull’s communities, our mission is to:

Help people achieve their career and personal goals and aspirations
Up-skill individuals through offering appropriate training and qualifications
Help people to secure sustainable employment through work placements and volunteering opportunities
Give people the tools, support and encouragement to set up their own local business
Help people to find ways to sustain and improve their own business

As a customer, you can expect:

To be treated as an individual with respect and courtesy
To enjoy a safe, clean and healthy environment in our centres
To enjoy a supportive, friendly and positive environment
To have access to a range of high quality, appropriate resources
To be offered impartial information, advice & guidance in order to access services that suit your needs
That if GDT are unable to deliver the service you require, we will refer you to a suitable provider who will be able to meet your requirements.
To be assured that we will operate in line with our Confidentiality and Data Protection Policy at all times
To be able to give feedback on our services by making suggestions, comments and/or complaints
Our staff to act in a non-discriminatory manner towards others regardless of ethnic origin, social class, gender, disability, age, sexual orientation, religion or belief in accordance with our Equality and Diversity policy.

We would like you to:

Attend any session, meetings or appointments punctually
Co-operate with GDT staff to make active use of any support
Seek help if you need it
Help to make GDT centres a safe place for all
Be considerate of the rights and interests of other service users
Take care of any GDT property and furnishings, and respect other people's property
Comply with Health and Safety regulations by behaving in a way which does not put yourself or others in danger
Act in a non- discriminatory manner towards others regardless of ethnic origin, social class, gender, disability, age, sexual orientation, religion or belief in accordance with our Equality and Diversity policy.
Play an active part in challenging discriminatory behaviour by refusing to take part in any activity that degrades others
Keep us informed (in writing) of any changes in your personal details e.g. address or telephone number
Let us know quickly if you feel we have not provided the service we have promised, or if you have any other problems
Let us know if you have anything to praise us for

Standards of Customer Service

In addition to the above expectations and in relation to the standards of service that you receive from our employees, we aim to:

Be responsive & timely; for enquiries, appointments, responding to complaints.
Keep you informed; at each stage of the process.
Be professional; in the way we engage with you at all times.
Meet or exceed your expectations

These aspects will be actively monitored via customer feedback.

Customer Feedback

Comments and suggestion boxes are located in our EET centres; please use these to offer your feedback on our services.

As part of our quality assurance processes and commitment to continuous improvement, we also request feedback via questionnaires, which you can obtain from any member of EET staff.

This feedback is collated, analysed and displayed in centres on a regular basis along with details of any improvements we have made as a result. EETsalso host regular forums where we invite learners to come and tell us what they think of their experience. EETs learners may also be asked to complete online surveys to gather feedback on specific programmes.

Complaints Procedure

Any complaint we receive will be dealt with promptly and effectively in order to achieve an appropriate outcome. If you are not happy with the service you have received, in the first instance, you should contact the office/department you first dealt with or the person that has been working with you.

Please refer to your welcome pack for details and they will try to put things right. We hope that we can settle complaints as quickly as possible this way. If you are unable to complain yourself, another person may complain on your behalf, but written consent must be given.

If you do not have a welcome pack, if you feel that your issue has not been resolved, or you feel that it is too serious to be handled by a member of staff at your centre, please contact the EET Operations Manager (details below).

Debbie Kay, EET Operations Manager, UK Online, 305 Hessle Road, HU3 4BJ, Tel: 01482 224760

We will respond in the following way:

you can expect to receive an acknowledgement within 10 working days or;
a full reply within 21 working days, or;
a time scale in which you will receive a full response, where it is not possible to respond within the timescales set out above.

If you still feel that your issue has not been resolved or if you feel the issue is too serious to be handled by the EET Operations Manager, you should contact:-

Clive Darnell, Development Manager, Goodwin Development Trust, Icehouse Road, Hull, HU3 2HQ, Tel: 01482 587550