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Our Values

We make our services enrich our clients lives.

We do that bit extra in everything we do.

We invest in developing our people.

We share our best selves in every interaction.

We commit to safe and inclusive ways of working.

We listen and respond with kindness and empathy.

We build relationships to create connection and belonging.

We work together to find the best way forward.

We are open to others’ ideas and perspectives.

We see it, we own it, and we will do it.

We invite feedback to improve outcomes.

We do our best and learn from our experiences.

Strategic Plan 2023-2026


To maximise client independence.


Your life, your choice, our focus.


We create a safe, positive and supportive environment that enables and empowers people to have choice and real control in their lives.

Customer Service Charter

What you can expect from us: 

  • Our phones will be open from 8:30 – 5pm Monday Friday. 
  • We will answer and return calls promptly. 
  • Our customer service counter will always be attended. 
  • We will respond to your correspondence promptly. 
  • We will keep you informed of the progress of your enquiry. 
  • We will respect your privacy and confidentiality. 
  • We will communicate clearly and in plain language. 
  • Our staff are given regular training to ensure they deliver the service you need.
  • Our office provides access for people using wheelchairs or with limited mobility. 
  • Our website provides access for people living with disability or experiencing changing needs due to ageing. 
  • We accept National Relay Service calls for those who are deaf, hard of hearing or have a speech impairment. 
  • We accept calls through the Translating and Interpretation Service. 

 How you can help us: 

  • You can give us all the information we need to help you. 
  • Ask us to explain anything you are not sure about. 
  • Keep us updated around any changing care needs or changes of circumstance you may have.  
  • Provide us with feedback to tell us how you think we can improve our services (see below).
  • Participate in our surveys. 
  • Let us know when we are getting it right. 

Where we focus our energy

A lady with black top and yellow cardigan wearing glasses poses for a photo in her living room


We will understand our clients and their needs to ensure our services are necessarily diverse and truly client centric.


We will ensure our workforce are fully trained, developed and utilised; are offered career pathways and are engaged and contribute to a positive workplace culture.

Our services

We will explore opportunities for expansion of services that are viable and sustainable with diverse funding streams.

Organisational capability

We will ensure our systems will be fit for purpose, contemporary and will deliver on client and staff needs.