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. We take note of all feedback whether it be a comment, complaint or compliment and log the action taken as a result. A summary of which is provided to our Board of Trustees on a quarterly basis. Here are a few examples...
"Wow you lot at Rainbow are so efficient - wish everyone else was!"
Colleague from a local organisation - July 2008
"You and your colleagues are doing are doing a fantastic job at Rainbow Services - keep up the good work. I have a lot of respect for you and what you are doing."
Colleage from a local organisation - June 2008
Our User Involvement Charter demonstrates our commitment to learning what people want and how we can improve.
We also have comment cards available at each project which offer the opportunity to 'rate' your experience of accessing a Rainbow project.
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 2008 - Oct 2008;
Balanced Scorecard summary - targets set for 2008-2009 |
Six month position - Oct 2008 |
How are we doing? |
| Effectiveness - 2008-2009 |
|
|
Increase and maintain number of volunteers to 40 |
27 |
On track |
| 50-90 people helped to access training |
26 |
On track - training planned for Q3 |
| Increase tonnage of waste diverted to 10% |
down by 43% |
Not on track - anticipated due to reduction in service re: foil, paint and textile no longer collected |
| Economy - 2008-2009 |
|
|
£112k of matched funding obtained |
£116K |
Achieved |
35% overall funds received from Harlow District Council |
41% |
On track - anticipated to change in Q3 & 4 |
| Efficiency and Governance - 2008 - 2009 |
|
|
5 days maximum for clients to get an appointment |
1-2 days |
Achieved |
| 2 Quality Assurance reviews |
3 in progress |
Achieved |
| 4 quarterly reports submitted |
2 |
On track |
| Customers 2006/2007 |
|
|
100% of customers who live in Harlow |
100% for frontline services |
Achieved |
| 8% of customers from BME groups |
15% average |
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 22nd December 2008 |
