EYECS Customer Standards
Our commitment to you
We are committed to providing a quality service to our customers.
EYECS Mission
‘To enable children and families in Sheffield to have access to a variety
of inclusive high quality early education, childcare and early health services that meet and exceed established standards, promote achievement and address individual needs’.
Customer contact by telephone
We will:
- Answer the telephone within 4 rings
- Answer your call with a suitable greeting
- Give our name and the name of the establishment when we answer your call
- Use your name, if known, at least once during the call
- Take ownership of your call and only transfer you when we are certain that it is the relevant person to deal with your enquiry
- Give you a clear explanation of what follow up action can be expected and the timescale if your call cannot be resolved immediately
- Use good telephone manners
EYECS has also recently completed a mystery shopping exercise.
Voicemail
We will:
- Respond to voicemail messages within 1 working day
- Offer alternative urgent contact details
- Make sure the message on voicemail is correct and relevant
- Not use voicemail during core hours
Customer contact in writing
We will:
- Send at least an acknowledgement within the period required by Code of Practice, and followed by a full response – or at least an update on progress advising when a full reply will be received.
- Respond to Councillors/MPs within 3 working days
- Respond to Parents/Governors/Headteachers within 10 working days
- Respond to all other correspondence within 20 working days
- Include the name and contact details of the person dealing with the query.
- Use Arial 12 point for written correspondence
- Use plain language that is easy to read and understand.
- Check spelling and grammar
- Always include the file path in the footer of the document
Customer contact by email
We will:
- Send an acknowledgment within 1 - 3 days of receipt of an e-mail, and provide a full response or an update on progress advising when a full reply will be received within 20 days
- Include your name and contact details.
- Use plain language that is easy to read and understand
- Remember that e-mails are not for bad or contentious news
- Meet you face-to-face if you have an issue that needs to be resolved
- Activate an Out of Office Assistant if we will be out of the office for more than 1 day
Complaints
We will:
- Acknowledge all complaints within 5 working days
- Record all complaints received into the Service
- Provide a full response, including the name and full contact details of the person dealing with your enquiry within 20 working days. (For complex complaints a detailed progress update with an expected date for a full reply is acceptable.)
Reception area/customer contact in person
We will:
- Clearly display our reception opening times and adhere to these
- Provide accessible services to all our customers
- Wear name badges
- Apologise for any wait and will keep you informed of any actions we are taking
Visting
We will:
- Carry and show you an ID card
- Make an appointment and keep to it
For more information about EYECS Customer Standards please check the downloadable Customer Charter leaflet at the bottom of this pages, or read more about how to log a comment, complaint or compliment at EYECS.
Sheffield's Children's Centres also have their own customer charter
Downloads
Early Years Education and Childcare Service Customer Charter leaflet (710 KB)
Early Years Education and Childcare Service Customer Charter leaflet (30 KB)