We will work with you to understand:

• your problem

• how you want the problem fixed

• how we can support you.

You need to tell us everything you know about your problem.

You need to work as a team with our staff.

You need to treat our staff with respect.

You need to let us know if you have to change or cancel a meeting with us.

You need to make sure your home is safe if our staff will meet you there.

We need to share our ideas about how you can fix the problem in a way that you can understand.

We need to tell you if we can’t give you support straight away.

We also need to tell you how long we think you might have to wait until we can give you support.

We need to make sure our staff don’t have conflicts of interest.

A conflict of interest is when someone might make a choice that is good for them but isn’t fair to other people.

We need to follow some rules that make sure our services work well.

We need to share information to the people who check that we are following these rules.

This can include information about:

• our services
• the people using our services.

We need to keep your information private if you asked us not to share it with the people who check we are following the rules.