Aims of the
Citizens Advice service are:
To
ensure that individuals do not suffer through lack of knowledge of their
rights and responsibilities or of the services available to them, or
through an inability to express their needs effectively.
and
equally
To
exercise a responsible influence on the development of social policies and
services, both locally and nationally.
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Values of the
Citizens Advice service are:
Free: Advice and information is free to all
members of the public who live in the London Borough of Hillingdon.
Confidential: The CAB offers confidentiality to
enquirers. Nothing learned by a bureau from enquiries, including the fact of
their visit, will be passed on to anyone outside the Service without their
express permission. All CAB staff have signed confidentiality agreement.
Independent: The CAB is independent of all
political parties, central and local government. As a completely independent
Service the CAB is able to offer impartial advice to all enquiries and to take
up any issue with the appropriate authority on behalf of individuals or groups.
Impartial: The service provided by the CAB is
impartial. It is open to everybody, regardless of gender, race, creed or
politics, and advice and help will be given on any subject without any
preconceived attitude on the part of the organisation.
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Commitments
of the Citizens Advice service are:
Hillingdon and Ealing Citizens Advice (HECA) provides free, confidential,
impartial and independent advice which is open to everybody regardless of race,
gender, sexuality or disability.
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Equalities Policy
HECA provides services that are available and appropriate to
meet the needs of local people. Services must also meet the specific needs of
those who may be disadvantaged in their access to services. We work to a
comprehensive Equal Opportunities Policy and aim to ensure there is no
discrimination either direct or indirect, overt or unintentional in its staffing
and service delivery.
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Trustees
Support the development of the service by setting
strategic direction, defining goals, monitoring for quality and accountability.
Skills needed: various (e.g. HR, finance, planning) and strategic awareness.
Give: approx. 3 hours every 2 months for meetings in the day or evening. Get:
the satisfaction of contributing to the future success and direction of the
Advice Service and experience of governance. Click on
the link for a copy of the latest Strategic
Business Plan.
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Annual Report
Each year Hillingdon and Ealing Citizens Advice service publishes an Annual
Report covering achievements, project outcomes, social policy and more. Click on
the link for your copy of the latest Annual
Report.
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Quality of Service
Our advice services undergo
regular quality audits. Hillingdon and Ealing Citizens Advice service
was first awarded the
Community Legal Service Quality Mark at General Help level in 2001.
HECA is committed to
maintaining and enhancing the quality of its services and welcomes feedback from
its service users and stakeholders. In addition our bureau undertake a client
satisfaction survey each year. The quote below is typical of the feedback we
receive.
“This
is a great service. You should all be proud of the work you do. It makes a
big difference for many people”
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