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:Lifeline@merthyr.gov.uk

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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.

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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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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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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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