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Merthyr Tydfil County Borough CouncilCustomer Services Directorate
Lifeline “Peace of Mind”
Service
Customer Information Guide and Service Standards
MERT
HYR TY
DFIL COUNTY BOROUGH COUNCIL
C YNGORBWRDEIST R E F S I R O L MERTHY
RTU
DFUL
Lifeline “Peace of Mind” Service
Contents
Mission Statement
A. General Information
1. WhoprovidestheMerthyrTydfilLifeline‘PeaceofMind’Service(MTL)?2. OurContactDetails3. WhatareourServiceStandards?4. WhatisaLifelineAlarmUnit?5. WhatequipmentdoesMTLprovide?6. WhowouldbenefitfromtheLifelineService?7. Howisanalarmcallmade?8. WhowillansweranalarmcallattheControlRoom?9. Whowillrespondtoanalarmcall?10. Whathappensifyougetnoresponsetomyalarmcall?
B. How to obtain the Service
1. HowdoIrequestaLifelineUnit?2. TheApplicationForm3. WhathappensduringtheInstallation?
C. After Installation of the Lifeline Unit
1. HowdoIlookaftermyAlarmUnit?2. TestingtheEquipment3. ReportingAFault4. WhathappensifIactivateanalarmcallbyaccident?5. Makingandansweringanordinarytelephonecall6. Confidentiality7. Yourwelfare8. CancellingtheService9. KeepingmyInformationup-to-date
D. Further Information
1. HowmuchdoestheServicecost?2. Whatpaymentsystemsareavailabletome?3. VoiceRecording4. HowDoImakeaComplaint?
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Mission Statement
FirstandforemostMerthyrTydfilLifeline‘PeaceofMind’Servicewillcontinuetopromoteacustomer-focusedapproach,buildingandstrengtheningrelationshipsbasedonqualityandhonesty.
• TorespondeffectivelytoallcallswithintheTelecareServicesAssociation(T.S.A)CodeofPracticetimeframe
• Toprovideacourteous,promptandqualityserviceatalltimes.
• Tolistenandrespondefficientlytocustomersneeds.
• Totreatallourcustomersinafairandequalway.
• To continually review and improve, where necessary our service according tocustomerrequirement.
A. General Information
1. WhoprovidestheMerthyrTydfilLifeline‘PeaceofMind’Service?
MerthyrTydfilLifeline(MTL)isadepartmentofMerthyrTydfilCountyBoroughCouncilwithover17yearsexperienceofprovidingandmanagingaCommunityAlarmService.TheControlRoomisbasedinasecureofficeintheCivicCentreinthecentreofMerthyrTydfil,whichismanned24hoursaday,7daysaweekbyateamoftrainedOperatorswho are able to identifywho is calling, and fromwhat address immediately a call isreceived froma customer’s LifelineUnit.AManager,Supervisor and an InstallationsOfficeralsosupporttheteamofOperators.
We provide our installation andmonitoring service to residents livingwithin our ownCountyBorough,theBridgendCBCareaandtothetenantsofanumberofRegisteredSocialLandlordsacrossSouthWales.
2. Our contact details are:
Lifeline‘PeaceofMind’ServiceMerthyrTydfilCountyBoroughCouncilControlRoomCivicCentreCastleStreetMerthyrTydfilCF478AN
Telephone:01685384489(VoiceRecorded)Fax: 01685 387740E-mail:[email protected]
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Lifeline “Peace of Mind” Service
3. What are our Service Standards:
Wepromise:
Allstaffwillbetrainedtoahighstandard.
AllCustomerswillbetreatedfairlyinaccordancewiththeirneedandwishes.
To answer all alarm calls received at theControlRoomwithin theTelecareServicesAssociation(TSA)CodeofPracticetimeframe.Weaimtoanswer98.5%ofallemergencycallswith60seconds.
Allcallswillbetreatedaspotentialemergenciesuntilprovedotherwise.
Toaddressyoubyname,speakclearly,andidentifyourself.
TokeepyouinformedofhowweareperformingbythepublicationofanAnnualReport.
Write all our public documents in plain English and tomake them available in otherlanguageswherepossibleonrequest.
Toreviewandupdateourcustomerinformationdetailsannually.
Torecordallcalls tohelpus improveourcustomerservice,and tohelpyouwithanycomplaintyoumayhave.
Wherepossible contact youwithin twoworkingdaysof receivingyourapplication forLifeline.
Keepallyourpersonalinformationconfidential
Arrangetodeliverareplacementunitifyoursbreaksdown,orhaveonereadyforyoutocollectifoutsideourinstallersnormalworkinghours.
Contactyournextofkinornominatedcarerifyouneedhelpfromthem.
Callformedicalhelpifneeded.
Arrangeaninstallationdateandtimetosuityouwherepossible.
Tofullyinvestigateanycomplaintswithoutdelay,providingafullresponseassoonaspossibleandaninterimreplywheretheresolutionhasnotbeenpossibleafterfiveworkingdaysadvisingwhatactionhasalreadybeentakenandtheprogresstodate,providingfurtherinterimrepliesevery20daysuntiltheinvestigationiscomplete.
ConductanannualsurveyofserviceusersandnotetheresultsinourAnnualReport.Page 3
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4.WhatisaLifelineAlarmUnit?
TheAlarmUnitisasmall‘standalone’box,whichisconnectedtoyourowntelephone;thisdoesnotstopyoufromusingyourtelephoneinthenormalway.TheUnitwillalsohaveasmallpersonalpendantthatcanbewornaroundyourneckoronyourwrist;thebenefitofwearingyourpendantisthatyoucansummonhelpwhenyouareawayfromthemainuniteg.Inthegarden,bathroomorkitchen.OurInstallercandiscusswithyouwhichoptionmostsuitsyourlifestyle.
5.WhatequipmentdoesMerthyrTydfilLifelineprovide?
TheControlRoomprovidesyouwithanAlarmUnit(Lifeline)andasmalldiscreetpendant,whichcanbeworneitheraroundyourneckoronyourwrist.
BoththeUnitandthependantarerentedfromusandremainthepropertyofMTL.
6.WhowouldbenefitfromtheLifelineService?
AnyonecanapplyforaLifelineUnit, it isnotjustfortheelderly.Youcanbeatenant,anowner/occupierorlivingwithfamily,LifelineisavailabletoanyonewhomayneedtosummonhelpurgentlywholivesintheMerthyrTydfilCBCorBridgendCBCarea’sforexample:
• Individualswhoarehouseboundorlivealone• Vulnerablepeople• Disabledpeople• Those who have recently been discharged from hospital and may require
additional support
7.HowisanAlarmCallmade?
IfhelpisneededtheCustomerjustneedstopresseithertheredbuttonontheunitorthesmallredbuttoninthecentreofthependant.YouwillhearsomereassuringtonesandtheredbuttonontheunitwillflashtoconfirmacallisbeingconnecteddirectlytotheControlRoom.
8.WhowillansweranAlarmCallattheControlRoom?
YourcallwillbeansweredbyoneofourteamoffullytrainedOperators.TheOperatorwill addressyoubyname,as theOperatorwill haveaccess toyourpersonaldetailsimmediatelyacallisreceived.ThemicrophoneintheAlarmUnitisverysensitiveandinmostinstancesthecustomercanbeheardwherevertheyareintheirhome.However,theonlytimeaMTLOperatorcanhear,listenorspeaktoacustomeriswhenthecustomerhaspressedoneoftheredemergencybuttonstoinitiateacall. TheControlRoomisasecureareaandonlythosestaffworkingtherewillhaveaccess
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Lifeline “Peace of Mind” Service
toyourpersonaldetails;allControlRoomstaffhavebeenvettedbyMerthyrTydfilC.B.CusingtheCriminalRecordsBureau(CRB)check.
9.WhowillrespondtoanAlarmCall?
Oncethealarmhasbeenactivated,andthecallisthroughtoaMTLOperator,theOperatorwilldecidewiththecustomerthebestcourseofaction.
Thiscouldbebycallingoneofthecustomer’snamedcontacts,theemergencyservicesormaybejustbydiscussingthecustomerssituationandofferingthemadviceonwhotocontactdirectly,ifitisnotanareathatMTLcanassistwith.Examplesofwhereadvicemightbeofferedare;EnquiriesregardingMealsonWheels,InstallationofKeySafes. Wewilltakethecustomers’wishesintoaccountatalltimes.However,wereservetherighttoactagainstthosewishesincertaincircumstances,suchasaseriousconcernforhealthandsafety.Whenwedothis,wewillfullyexplainanddocumentthereasonsforourdecision.
Ourstaffwilldoeverythingtheycantogetyouthehelpandassistanceyouneed.However,wedoplacecertainrestrictionsonhowdeeplytheycangetinvolvedwithyou.Pleasenotetheyarenotmedicallytrainedandcannotattendtoyoupersonally.Staffhavealsobeenadvisedthattheymustnotofferyouservicesthateitherthey,theirfriendsortheirfamilyrunindependentlyoftheControlRoom,andatnotimeofferyoufinancialadvice.
10.WhathappensifyougetnoresponsetomyAlarmCall?
Ourcustomers’wellbeingisimportanttous.Ifweareunabletomakecontactwithyou,wewillcalloneofyournamedcontactsandaskthemtoensurethatyouareallright.Ifweareunabletospeakwithoneofyourcontactswewill,ifnecessarycalltheEmergencyServicesandPolice,whomayhavetomakeaforcedentryifakeyisnotavailable;MTLcannotbeheldresponsibleformeetingthecostofanyrepairstodamagethatmayhavebeencaused.
YoumaywishtoconsiderhavingasmalldiscreetKeySafeinstalledbyyourfrontdoorwhere a spare key could be kept.The code to open the safewould only be passedto thosepeopleyouhaveauthorised,or theEmergencyServices.AkeySafecanbeinstalledthroughCare&Repair.TheControlRoomwillbehappytoprovideyouwiththeircontactdetails,orreferyourname,addressandtelephonenumber.AmemberofstafffromtheCare&Repairteamwillthencontactyoudirectlytodiscusstheinstallationandanychargesthatmayoccur.
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B. How to obtain the Service
1.HowdoIrequestaLifelineUnit?
ToapplyforaLifelineUnitallyouneedtodoiscontacttheControlRoom.Thiscanbedonebythecustomerthemselves,theiradvocateorbyafriend/familymemberontheirbehalf.TheControlRoomcanbecontactedatanytimeon01685384489.AnOperatorwillansweranyquestionsyoumayhaveandexplainmoreabouttheservice.
Ifyouarestillinterested,theOperatorwilltakeyournameandaddressandthensendyouanapplicationformandcopyofthis‘InformationGuideandStandardsifyouhavenotalready receivedone.Once thecompletedapplication formhasbeen returned tous,theControlRoomSupervisorwillcontactyoutocheckyourdetailsandarrangeademonstration/installationvisit.
Customersaremostwelcomeandencouragedtoinvitetheiradvocate,membersoftheirfamilyorafriendtobewiththemduringdemonstration/installation.
Applications are normally dealt with in date order. However, we will make a specialarrangementifthereisanurgentneed.
Important:Pleasenoteourstaffwillnotcallwithoutpriornotice,andwillalwayscarryidentification.Ifyouareinanydoubt,youshouldcalltheControlRoomon01685384489andconfirmyourvisitorisfromtheControlRoom.
2. The Application Form
Wehavetriedtokeeptheamountof‘formfilling’weaskyoutodotoaminimum,buttoensurewehavesufficientinformationtodealwithanytypeofsituationthatmayarisetherearespecificpersonaldetailswerequiree.g.Name;Age;BriefMedicalDetails;PreferredLanguage;Generalinformationregardingyourhome(KeySafeNumber/Location).
However,ifacallisreceivedfromyouraddressandtheOperatorisunabletospeakwithyoupersonally,itmaybenecessarytotelephoneoneofyournominatedcontacts.Forthisreasonweaskwhoyourcontactsare?Whenaretheyavailable?Dotheyholdakeytoyourhome?Doyouhaveanominatedadvocate?(Someonewhoofficiallydealswithallaspectsofyourpersonalbusiness,weaskthatthispersonbeidentifiedascontactnumber1).
IfyouhavenotnominatedanyspecificcontactsthiswillnotexcludeyoufromreceivingtheLifelineService.
3.WhathappensduringtheDemonstration/Installationvisit?
Our Installations Officer will explain each piece of equipment and give you a fulldemonstrationofhowitworks.AtestcallwillthenbeplacedthroughtotheControlRoom
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Lifeline “Peace of Mind” Service
givingyouoryourfamily/friendstheopportunityspeaktotheOperatoronduty.
WeoperateaccordingtostrictHealthandSafetypolicies,aimedatprotectingbothourcustomersandourstaff.Wewillpayparticularattentiontoanyelectricaldangers(eg.oldwiring,loosepoints),tomakingsurethattherearenotriphazards,andtothepositionoftheUnitsoitiseasilyaccessible.
TheLifelineUnit requiresbothanelectricalpowerpointanda telephonesocket.Forsafety reasons, thesemustbesitedon thesamewallandeasilyaccessible toavoidhazardoustrailingwiresacrossfloorsordoorways,pleasenotethatourInstallerwillnotbeabletomoveanyheavyobjectsorfurniture.
OccasionallytheremaybetechnicalcomplicationswhichwillhindertheinstallationoftheUnit,theInstallationOfficerwillbeabletoadviseonthetypeofextensionoradaptorsthatmaybenecessary;however,weareunabletomakepurchasesonyourbehalforsupply/recommendproductsortradesmen.
IfourInstallationsOfficerisunabletoproceedwiththedemonstration/installationduetoahealthandsafetyissuehewillleaveyouan‘AdviceSlip’thatwillexplaintheproblemconcerned.OncethishasbeenrectifiedyoucancontacttheControlRoomandarrangeanothervisit.
There is nopressureon the customer tomakean immediatedecision, if theywouldprefertothinkaboutitfurthertheinstallationOfficercanarrangetocallback.However,ifthecustomerishappytohavetheequipmentfittedourInstallerwillcarryonwiththeinstallation.
Whentheinstallationiscompletethecustomerwillbeaskedtosignacontract.However,there is a21day ‘coolingoff’ period should youchangeyourmindandnominimumlengthtothiscontract.OurInstallerwillalsotakethisopportunitytoaddanyadditionalinformationtotheapplicationformsuchas,KeySafeCodes;LocationDetails;AccessProblems,CareSupportInformationetc.willgothroughSectionC.ofthisguideandalsoleavethecustomerwithaManufacturer’sEquipmentGuideandQuickReferenceCardtokeepalongsidetheLifelineUnit.
C. After Installation of the Lifeline Unit
1. HowDoILookAfterMyUnit?
ItisimportantthatthetelephoneconnectiontotheUnitismaintained;theuseofotherautodiallersystemse.g.broadbandcouldhaveanadverseaffect,theUnitshouldalsoneverbeunpluggedfromtheelectricitysupplyasfailuretomaintaintheseconnectionscouldmeanthatapotentialemergencycallwouldnotmade.However,intheeventofanelectricpowercutinyourareathebatteryback-upsystemintheUnitwillkeepthesystemworkingforashortperiodoftime.
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Thepersonalpendant iswater/splash-proofbutnotdesigned forcomplete immersionover an extended period,wewould not recommend it iswornwhile in the bath, butshouldbekeptcloseathandincaseofanemergency.However,theUnitisnotwater-proofandshouldonlybecleanedwithalightlymoisteneddampclothifnecessary.Forfurtherinformationoncaringforyourequipmentrefertothemanufacturersuserguide.
2.TestingtheEquipment
TheLifelineUnithasabuilt-inbatteryback-uptoensurethattheUnitwillcontinuetoworkintheeventofamainspowerfailure.
Westrongly recommend thatboth thealarmbuttononyourPendantand theUnitbetestedregularly.Failuretoundertakethesetestsmaymeanthatwhenanemergencyarisestheequipmentmaynotwork.
Weaskthatyoutestbothyourbuttonsatleastmonthly.Youcandothisatanytimeofthedayornighttosuityou.
Whenmakingatestcall-Pleaseensurewhenyourcallisanswered,youstateclearlythatitisatestcall;otherwisetheOperatorwillassumethatyouneedassistance.
3.ReportingaFault
YourAlarmUnitisforemergenciesandtestingonly,ifyouwishtoreportafaultregardingtheequipmentpleasetelephonetheControlRoomon01685384489.
Shouldanypartoftheequipmentwehaveprovidedbecomefaultyinanyway,wewillaim to rectify thisassoonaspossible. If the faulthasoccurredoutsidenormalofficehours(Monday–Friday8.30a.m.to4.30p.m.)orourInstaller isunabletogettoyou,theOperatorarrangetoprogrammeareplacementUnitthatcanbecollectedfromtheControlRoomatanytimeofthedayornight.IfthefaultcannotberepairedthenwewillexchangetheUnitfreeofcharge.
However, if the equipment failure has been caused by another supplier’s equipmente.g. failed telephone line,anextension lead,adaptor,changes toyour telephone linesupplier/systeme.g.installationofbroadband,ortheUnithasbeendamagedbyyourself,MTLcannotbeheldresponsibleandyoumaybeliabletomeetthecostoftherepairorreplacement.Yourweeklymonitoring/servicechargewillstillapply.
4.WhathappensifIactivateanalarmcallbyaccident?
Don’tworry!AnOperatorwillanswerthecallasnormal.Theywilltalktoyouand,onceit hasbeenagreed that itwasa falsealarmcall,will end the connection. If youdoactivatethealarmbyaccident,pleasedonotleaveyourpropertyuntilyourcallhasbeenanswered,sothattheOperatorcanestablishthatitisamistake.However,iftheOperatorisunabletoconfirmthatthecallwasactivatedaccidentally,thecallwillbetreatedasa
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potentialemergency.IfaccidentalalarmcallsmadeonaregularbasisourControlRoomSupervisorwillcontactyoutodiscusstheproblemandtoseewhetherthesecallscanbereduced.
5.Makingandansweringatelephonecall.
If your telephone rings then youmay answer it in the normalway by picking up thehandset.
Youmayuseyourphoneinthenormalwaytomakeanoutgoingcall.However,pleaseensurethatafteryouhavefinishedyourcallreplacethehandsetproperly.Ifthehandsetisnotonthetelephoneproperly,thealarmwillnotwork.
PleaserefertotheEquipmentUserGuideforfurtherinstructions.
6.Confidentiality
Ourcustomer’sprivacyisimportant.AllyourpersonalinformationiskeptsafeandsecureintheControlRoomandtreatedwiththeutmostconfidentiality–andiscoveredbytheDataProtectionAct.
Should youwish to see your information, you can request this inwriting at anytime.MTLhasacloseworkingrelationshipwiththeambulanceserviceandotheremergencyservicesandwillshareappropriatepersonalinformationwiththemona‘needtoknow’basis. However,occasionsmayarisewhenrequests for informationarereceived fromotherorganisationse.gSocialServices,theOperatorwillendeavourtospeakwiththecustomerortheiradvocatebeforesharingthisinformation.Althoughwedoreservetherightsharecertain information if it is in thebest interestof thecustomere.g.seriousconcern forhealthandsafety.Whenwedothiswewillfullyexplainourdecisionanddocumentouraction.
7. Your Welfare
YourwelfareisimportanttousatalltimesandourInstallerwillleaveyouwithaleaflettitled“ProtectionofVulnerableAdults”aimedathelpingyoutoappreciateifyouarebeingtakenadvantageof,andtellingyouhowtoreportit.
IfyouhaveanyhealthorsafetyconcernspleasereportthemimmediatelybyeitherpressingtheredbuttononyourLifelineUnit;bytelephoningtheControlRoomorcontactingthenumberontheleaflet.
8.KeepingMyInformationUp-To-Date
Itisveryimportantthattheinformationwekeepaboutyou,andyourcontactsisup-to-datesoweareabletorespondeffectivelyifanemergencyoccurs.Pleasekeepthisin
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mindand tellus ifanyofyourdetailschangee.g.Acontactchanges their telephonenumberoraddress,youhaveachangeinyourmedicalcondition.OurOperatorswillalsotelephoneyouoryourmaincontactatleastonceayeartochecktheinformationwehold,thisshouldtakenolongerthanafewminutesofyourtime.
9. Access to My Home
Ourcustomers’peaceofmindaswellastheirphysicalwellbeingisimportanttous.Inordertoavoidthestressandinconvenienceofaforcedentrytoyourhomeintheeventofanemergencyifyouarenotabletoopenthedooryourself.Wewouldstronglysuggestthatyouconsiderinstallingasmalldiscreetkey-safeornominateanearbykey-holderwhoisalwaysbeavailabletobecalledupondayornight.
Youwillalsoneedtomakesurethatwherepossibletherearenohazardsatyourproperty,bothinsideandoutsidethatcouldhinderyoureceivingtheattentionyoumayrequire.Forexample-Ifyourfamilypetisalargedog,weaskthatyouincludethesedetailsonyourapplicationformwewillthenbeabletoinformtheemergencyservicesbeforetheycall,andifpossibleremovethedogtoasafeandsecureareabeforeanyplannedvisits.
10.CancellingtheLifelineService
IfyouwouldliketocanceltheserviceallyouneedtodoiscontacttheControlRoomon01685384489,explainthereasonyouwishtocancelyourcontractandtheOperatorwillarrangewithyouthereturnoftheequipment.Onemonth’snoticeofcancellationisrequiredhowever;undercertaincircumstanceswewillacceptashorternoticeperiod,andyouwillbechargeduntiltheequipmenthasbeenreturnedtoMTL.
On receipt of the equipment our staff will delete your personal information from oursystem;checkandtesttheUnitandPendantandnotifyourfinancedepartment.Ifyoupaybystandingorderitisyourresponsibilitytocontactyourbank/buildingsocietyandcancelthepayments.
If the equipment has been damaged or the leads/pendant are missing you may bechargedforareplacement.
TheControlRoomwillnotnormallynotifyanyotherperson/organisationsuchascarersand other support agencies of your decision to cancel your contract and return theequipment.However,wereservetherighttodosoifwefeelthatitisarisktoyourhealthandsafety.
D. Further Information1.HowmuchdoestheServicecost?
Pleasesee theenclosed ‘ChargesSheet’ or contact theControlRoomdirect for ourcurrentcharges.
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2. WhatPaymentSystemsAreAvailableToMe?Youwillreceiveaninvoiceshortlyaftertheinstallationofyourequipment.Theinvoicewillbe for thecoming12-monthbillingperiod;weask thatpaymentarrangementsbemadepromptlyonreceiptofthisinvoice.
Inorder tomakepayingyourLifelinechargesaseasyaspossiblepayments canbemadeby:
Cash,Cheque,PostalOrder;Credit/Debitcardpaymentsat theCivicCentre;AllPostOffices;PaypointsandPayzoneoutlets;Telephonebankingbyphoning01685725115(Thisisanautomated24hourservice);StandingOrderpaymentscanbearrangedbycontacting the IncomeSectionon01685725114,orbypostbysendingachequeorpostalordermadepayabletoMTCBCandsenttoFinanceDepartment,CivicCentre,CastleStreet,MerthyrTydfil,CF478AN. 3.VoiceRecording
For your safety and security all callsmade to and from theControlRoomare voicerecorded.Theserecordingsmaybeusedtoaidandassistinstafftraining.
4.HowdoImakeacomplaint?
Weaimtogetthingsrightthefirsttimehowever;weencourageourcustomerstoletusknowimmediatelytheyhaveaproblemsowecanputitright.Wetakeanycomplaintveryseriouslyandaimtolearnfromittoavoidthesamesituationhappeningagain.
Ifyoudowishtomakeacomplaintregardingtheserviceyouhavereceivedoramemberofour teamplease telephone theControlRoomon01685384489(VoiceRecorded);givebriefdetailsofyourcomplainttotheDutyOperatoralongwithyourcontactdetails(ifyouareringingonbehalfoftheserviceuser),thisinformationwillbepassedtotheControlRoomSupervisorthenextworkingdaywhowillcontactyoubyphoneforfurtherdiscussion. Ifat that timeyouwishtomakeyourcomplaintofficialyouwillbesentaComplaintFormtocompleteandreturn.
OncewehavereceivedyourcompletedComplaintFormyoucanexpect toreceiveawrittenresponsewithin5workingdays.IfaconclusioncannotbereachedwithinthistimescaletheManager/Supervisorwillwritetoyouadvisingyouoftheactionthathasbeentaken,andtheprogresstodate.Wewillalsoprovideinterimrepliesevery20daysuntiltheinvestigationiscomplete.
ForfurtherinformationregardingtheLifelineService,pleasecontacttheControlRoomon01685384489
WewillaimtoprovideacopyofthisInformationGuideinlanguageorformatsuitabletoyourrequirements.
Producedby:SiânDavies,ControlRoomManagerApprovedby:GaryThomas,DirectorCustomerCommunityServicesVersion:2Date – 19.01.11
To Be Reviewed – 19.01.12
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