Sport England South West is focused on continually improving our service to individuals and partner organisations.  We want to ensure that you are treated promptly, fairly, equally and with courtesy.  We believe you have the right to expect good quality accessible services and advice and we will ensure we will do our best to ensure that is delivered,  Our Customer Charter has been produced to make you aware of the service standards you can expect from all colleagues in the South West Team.

We aim to:

• Ensure all enquiries and issues are dealt with promptly, efficiently and treated fairly, courteously and with respect and equality.
• Take your views into account when developing our strategy and respond to individual concerns raised within our event or customer feedback forms.
• Publicise and regularly review our Customer Charter as part of our ongoing improvement plan.
• Monitor your views and opinions of our services by way of an annual customer satisfaction survey and regular feedback from our events, workshops and seminars.
• Ensure our staff have the appropriate skills, knowledge and training to perform their jobs effectively and efficiently.
• Provide an effective formal complaint procedure should you be dissatisfied or your issue remains unresolved after your initial feedback form has been received.

Our current key standards

• Be professional, prompt and courteous in all our engagements.
• Treat all of our customers in a consistent and fair manner.
• Unless on leave, all Sport England staff will be contactable during normal office hours and if in a meeting will give an indication of when they are likely to respond.  An alternative contact will be offered in case an urgent response is required.
• Regional Switchboard number 01460 73491 to be answered within 5 rings otherwise a message can be left and we will get back to you.
• Staff direct dial numbers, if not answered, will have up to date “out of office” messages and an indication of when we will come back to you.
• Acknowledge all general and email enquiries within five working days of receipt and provide a full response within 10 working days, unless an out of office message is displayed.
• Applications for Lottery Funding will be dealt with as follows:
• Stage 1 application enquiries answered within 15 working days of receipt
• Stage 2 applications processed within 8 weeks of receipt and formal decision advised within 10 days of the Lottery Panel meeting.
• To process all grant payments within 2 weeks of receipt, subject to fulfilment of all conditions and paperwork requirements.
• Respond to 90% of statutory planning applications within 21 days of receipt.
• Respond to Freedom of Information and Data Protection enquiries within the published time limits.
• Take any concerns about the quality of our service seriously.

Compliments and Complaints:

If we at the regional office do something well please tell us about it, but if you have an issue or suggestion for improvement please email us direct on feedbacksw@sportengland.org. or use our feedback form on the attached link www.sportengland.org/charterfeedback.pdf.

Should you feel your issue remains unresolved please contact Jane Richards or Laura Phelps our Business Support Managers via the Regional switchboard on 01460 73491 in the first instance who will invoke our formal complaints procedure.

This can be accessed through our main website on www.sportengland.org/complaints

How to contact the Regional Office

Our office is open Monday - Friday 9.00am - 5.00pm

Sport England SW
Ashlands House
Crewkerne
Somerset
TA18 7LQ

Switchboard number: 01460 73491
Fax Number:  01460 77263
Funding line:  08458 508508

Email:  infosw@sportengland.org
eventssw@sportengland.org
feedbacksw@sportengland.org
newslettersw@sportengland.org

Web site: www.sportengland.org/southwest_index.htm

To contact an individual member of the South West Team please access our Team contacts brochure on: www.sportengland.org/who_s_who_leaflet_07_08_updated.pdf