Client Charter

Clients' Charter

This Clients' Charter sets out the standards of service you can expect from New Citizens' Gateway and what we ask of you in return. By working together with mutual respect, we can provide the best possible support.

🤝 Our Commitment to You

✓Treat you with respect, courtesy and fairness at all times.
✓Do our best for you within the boundaries of our role.
✓Treat the information you give us as private and confidential, informing you if we need to speak with others about your case.
✓Treat everyone applying for our services fairly and equitably.
✓Help you access appropriate organisations if we cannot deal with your problem directly.
✓Ensure our services are accessible according to individual needs wherever possible.
✓Provide clear information about the advice and assistance we can offer.
✓Provide a free service from the beginning to the end of your case.
✓Keep you informed about the progress of your case.
✓Give as much notice as possible if we need to rearrange your appointment.
✓Seek your feedback to improve our services and keep you informed of changes.
✓Handle complaints promptly, fairly and respectfully.

🤲 Your Commitment to Us

✓Treat our staff with respect and courtesy.
✓If you are staying in a hotel, attend our drop-in service on a first-come, first-served basis and respect staff and other clients.
✓Attend your appointment or let us know as soon as possible if you need to rearrange it.
✓Provide the information requested by our staff.
✓Consider and follow the guidance we provide to help resolve your issue.
✓Inform us of any calls or correspondence relating to your case.
✓Inform the CEO of any breaches of this Charter.
✓Share your views and feedback about our services.