Guide to social work services - When you contact us

When you contact any of our offices, we aim to ensure that:

• Staff are attentive and helpful;
• Staff are punctual, reliable and polite;
• You are treated fairly and sensitively;
• In our buildings, staff will wear name badges and you will be given the name of the person dealing with your enquiry;
• In our buildings, you are able to discuss your enquiry in private wherever possible;
• When visiting you at home, staff will show their North Lanarkshire Council Social Work identification cards;
• We will use plain language, avoiding the use of technical terms and abbreviations;
• You will receive information about our services and whether we can help you;
• We will provide information so that it is easy to understand;
• You will be given a clear explanation of decisions that affect you; and
• We will process your enquiry efficiently.

If you telephone our offices, we aim to ensure that:

• Our telephone switchboards are open from 8.45 am to 4.45 pm Mondays to Thursdays and from 8.45 am to 4.15 pm on Fridays;
• We will answer all incoming telephone calls within eight rings;
• We will deal with callers promptly and politely; and
• You are given the name of the person dealing with your enquiry.

If you call personally at our offices, we aim to ensure that:

• Our offices are open from 8.45 am to 4.45 pm Mondays to Thursdays and from 8.45 am to 4.15 pm on Fridays;
• Entrances and reception areas are clearly marked;
• Entrances are accessible by everyone and reception areas are welcoming, clean and tidy;
• Reception areas are accessible and open, although privacy is available;
• Waiting areas are comfortable;
• You are seen promptly at reception areas;
• You are seen at your prearranged appointment time, or given an explanation for any delay; and
• Information is clearly displayed and easy to read.

If you write to us:

• We will provide you with a full response within 14 days; and
• Where this is not possible, we will write to you within 14 days and inform you of the steps we are
• taking to provide you with a more detailed response.