Our Clients' Charter


Our Clients’ Charter promises to respect each individual's right to:


Rooms are private and service users and tenants have the right to be undisturbed. Staff must always knock before entering a room.


Service users have the right to lead an independent life, as far as possible. We endeavour to meet individual needs and preferences.


Our staff will at all times show sensitivity and respect for the people we support.


As far as possible, our service users choose what they want to do each day. For example, when to get up or go to bed, what activities to join in and what to eat or drink.


Care Plans play a significant role in ensuring we meet individual needs. Our approach encourages individuals to maximise his or her physical and mental potential.


Quality is of paramount importance. Care standards are constantly monitored through service users’ and relatives’ feedback, as well as through regular and comprehensive audits.


Complaints are an important source of feedback. We encourage everybody to tell us about anything that they feel is unsatisfactory. A full response is promised and concluded within 28 days.


Staff members are encouraged to develop their professional skills and maintain the highest standards. They are supported through a process of assessment and training that ensures “best practice” 24 hours a day, 7 days a week, 52 weeks of the year.


We aim to provide a safe and pleasant environment where activities and interests can be pursued and service users and tenants are able to feel at home.

To ensure the people that we support are receiving the care they deserve, we regularly ask them and their visitors how they rate every aspect of life in our homes. The results of these questionnaires can be downloaded here (link to...?).