All our staff at ELC knows the importance of customer care. Our staff is the strength of the centre they have the relevant qualifications, expertise, experience and the competence required for the delivery of a good standard of service. This is maintained through our continuous staff development programme. ELC has Investors in People Quality Standard.

A copy of the organisational structure is available on request. Staff and Trustees recruitment and selection procedures are also available on request.

What you can expect from us. We will:

• Be courteous and helpful at all times.
• You will receive impartial Information, Advice and Guidance to help you make informed choice(s) that meet your needs.
• Make every effort to meet any special needs requirements you may have.
• Treat all information about you in the strictest of confidence. (It will only be passed on to our funding bodies).
  Refer you to another organisation that may be able to help you if we cannot.
• Be honest about what we can and cannot do for you.
• Keep written records of interviews to enable us to support you and monitor your progression.
• Respond to written request for information within 10 working days (usually 5 working days).
• Respond to complaint within 10 working days.
• Contact you if a scheduled appointment or lesson is cancelled.
• Provide you with a copy of our statement of service – on request.
• Provide you with The Guidance Council Code of principles – on request.
• Provide you with copies of all policies and procedures related to the delivery of service and staff competence – on request.
• Make every effort to ensure that information held/provided by us is clear, current relevant and accurate, and inform you of any limitations to such information.
  Adhere to key policies; e.g. equal opportunities, health and safety.

What we expect from you:

• To keep appointments or contact us if you are unable to do so.
• To accept responsibility for making decisions about any future actions following Information, Advice and Guidance sessions.
• To follow up and complete any action plans agreed with advisors.
• To switch off mobile phones during interview, briefings and training sessions.
• To adhere to our ‘no smoking policy’.
• To show respect to staff and other clients.
• To follow instructions and procedure in the use of premises, equipment and other resource material.
• To help us improve our service by telling us what you think about the service.
• Follow equal opportunities, health and safety and other relevant policies.