How are we doing?
Standards
At Rainbow Services we are committed to providing a high level of service to all our clients and customers. We have a number of standards in place which demonstrate our commitment. They are displayed within our projects and available to download here...
Volunteer Rights and Responsibilities
Standards of Service
Client Charter
User Involvement Charter
Feedback and Comments
We are always keen to hear from our clients, visitors, volunteers, funders - everybody, how we can improve the services we offer.
Our User Involvement Charter demonstrates our commitment to learning what people want and how we can improve.
Within all project we have Ideas Trees which enable people to give an idea or suggestion at any time - feedback on the ideas submitted are displayed at all projects at the end of the month. See page 8 of our July 2006 Newsletter for some of the ideas put forward...
We also have comment cards available at each project which offer the opportunity to 'rate' your experience of accessing a Rainbow project.
I'd just like to say thank you for the LNF and Sport Relief inclusions. I also found some really useful info in this bulletin - don't know if people ever give you feedback but count me as one who says ' good stuff'!
Member of staff from an organisation we work in partnership with - July 2007
You can download our comment card here and send the completed card to our address below or email it to info@rainbowservices.org.uk or visit the contact page of this website.
Targets
Our core funders are Harlow District Council and in order to keep them posted on our progress and performance against the targets set, we regularly complete a called a 'Balanced Scorecard'. To access the complete document for April 2007 - June 2007, click here to down load.
Summary details from April 2006 - March 2007;
Balanced Scorecard summary - targets set for 2007-2008 |
End of 1st quarter position |
How are we doing? |
| Effectiveness - 2006/2007 |
|
|
Increase and maintain number of volunteers to 35 |
25 |
On track |
| 75 people helped to access training |
38 |
On track |
| Increase tonnage of waste diverted to 8% |
11% |
Achieved |
| Economy - 2006/2007 |
|
|
£100k of matched funding obtained |
£67k |
On track |
40% overall funds received from Harlow District Council |
58% |
On track - funds identified |
| Efficiency and Governance - 2006/2007 |
|
|
7 days maximum for clients to get an appointment |
5 days |
Achieved |
| 1 Quality Assurance review |
1 |
Achieved |
| 4 quarterly reports submitted |
1 |
On track |
| Customers 2006/2007 |
|
|
100% of customers who live in Harlow |
100% |
Achieved |
| 7% of customers from BME groups |
14% for Re-use |
Achieved |
Complaints
If you have a concern or complaint about any aspect of Rainbow Services, please let us know. You can do so via a number of methods...
- In person - pop into one of our projects to inform a member of staff
- By phone - ring 01279 308150, an answerphone is available for calls made outside of office hours
- In writing - Rainbow Services, The Rainbow Centre, 2 Wych Elm, Harlow, CM20 1QP
- By email - info@rainbowservices.org.uk
- By fax - 01279 416558
For more information, our easy to use complaints procedure can be downloaded here.
To see the range of comments, compliments and minor complaints we received during the year 2007-2008, please click here
Updated 23rd April 2008 |
