In line with our The Game Plan strategy it details the values that we strive to uphold at all times, such as a prompt reply to enquiries, clear communication, providing a polite and professional service, treating everyone with respect and dignity and being honest and transparent.  

In return, we ask that members respect staff and do not engage in threatening or abusive behaviour, are patient and work with us as we find solutions to any problems that arise, provide us with the information needed to resolve queries and ask us to explain anything you are not sure about. 

It explains how we will respond to email enquiries and the best mailboxes to use depending on the type of enquiry, how we will respond to phone enquiries and our media and communications. 

Also featured is emergency safeguarding guidance and opportunities for growth, which includes sections on how you can offer your feedback, good and bad, and what to do if you have a complaint.