CUSTOMER SERVICE STANDARDS 

We are constantly seeking to improve the way we work and the quality of service we offer.  This is one of our core values and we take it very seriously.  Here we explain the standards and how we are meeting them. 

Standard 1:          We will reply clearly to letters, and faxes within 15 days of receipt.  Complaints will be acknowledged within 3 days and dealt with within 20 working days of receipt.

Standard 2:          We will see you within 10 minutes of any pre-arranged appointment at the school.

Standard 3:          We will provide you with information about the school.

Standard 4:          We will consult regularly about our services and report on findings.

Standard 5:          We will send you information about our complaints procedure on request.

Standard 6:          We will take all reasonable steps to make our services accessible to everyone, including people with special needs and English as an additional language.

Standard 7:          We would expect parents and carers to treat school staff with respect and courtesy.

Standard 1

Responding to letters and faxes etc 

We will continue to monitor our performance closely and are constantly developing and spreading good practice ideas.  We are continually improving our IT systems to speed up communication.  We like to make use of telephone and e-mail replies.  You may wish to quote your telephone number and/or e-mail address on your letter if this form of reply would suit you.  The school has a text message service and will make use of this to communicate up to date information, particularly information at short notice. 

Standard 2

We will see you within 10 minutes of any pre-arranged appointment at the school.

Almost all our visitors are seen within ten minutes of our pre-arranged appointment time and our reception staff are regarded as courteous and efficient.  We will continue to monitor our performance against the appointments standard through a yearly appointment survey. 

Standard 3

We will provide you with information about the school services.

You may enquire by telephone, fax, email or letter.

• By letter at The London Nautical School, 61 Stamford Street, London, SE1 9NA
• By telephone on 020 7928 6801
• By fax on 020 7261 9408
• By email at admin@nautical.lambeth.sch.uk 

The website can also provide you with information on a wide range of topics.  The school website is being upgraded to make it easier to navigate and find key information. 

Standard 4

We will consult about services and report on findings.

We consult parents twice a year about our services and we will report at the end of each academic year any changes we have made as a result of these consultations.  There is also a suggestion box in reception.

 Standard 5

We will have a complaints procedure and will send you information about it on request.  You can request a copy from the school office by phone, letter, email or fax.  It is also on the school website.  If you have a complaint, a compliment or a suggestion, please let us know. 

Standard 6

We will take all reasonable steps to make services accessible to everyone, including people with special needs and English as an additional language.

 We publish an increasing amount of material on our website.  Where possible, if it is required, we can provide information in a variety or languages, and interpreters at face to face meetings.

 Standard 7

We would expect parents and carers to treat school staff with respect and courtesy.  Please respect school staff and give them the same respect you would expect to receive from them.