Statement of service
Routeways manages a range of projects, which serve to enhance the social and economic well being of communities by promoting choice and opportunity for individuals.
Routeways is committed to the development of quality services for its customers and to providing a supportive working environment for its staff.
CONTACTING THE SERVICE
The main office in Chapel St, Mount Wise, Plymouth, PL1 4DU, houses the following projects:
·         General Enquiries Tel: 01752  300700 email:info@routeways.org.uk
·         The Family Information Service (FIS) Tel: 0800 783 4259 email:info@routeways.org.uk
·         Equal Voices Tel: 01752 856705 email: aturnock@routeways.org.uk
·         Early Years Business Support Team/Sustainable Routes Tel: 01752 856724 email: jrule@routeways.org.uk
·       Diggin It Penlee Tel: 01752 558209 email: projectdigginit@routeways.org.uk
·      Diggin It Devonport Park Tel: 01752 500496 email kdavy@routeways.org.uk
·      L2L2 Tel 01752 856714 email aandrews@routeways.org.uk
·         Parents Apart Tel: 01752 856708 email: shawken@routeways.org.uk
·         Marketing and Funding Tel: 01752 856709 email: cbower@routeways.org.uk
Routeways is open for business (with the exception of two weeks at Christmas) from 9am - 5pm, Monday to Thursday & 9am - 4.30pm on Fridays. Outside of opening times a 24-hour answering service in operation. Business mobile phone numbers may be issued at the projects discretion for enhanced contact`.
IMPARTIALITY
Routeways aims to be impartial in terms of diversity, equality and consistency of the information and service it provides to both enquirers and providers.
QUALITY
All information will be as accurate as possible and dispatched within 48 hours, unless requested sooner. Any enquiries that necessitate a longer period of investigation will be notified to the enquirer.
CONFIDENTIALITY
Routeways complies with the Data Protection Act, and will ensure appropriate consent is obtained from individual providers and enquirers to advertise or release personal information.
EQUAL OPPORTUNITIES
Routeways is committed to equal opportunities and the elimination of unfair discrimination on the grounds of; gender, race, disability, ethnic origin, religion, age, marital status, sexual orientation, AIDS/HIV infection, trade union membership, political persuasion, employment status and membership of associations. All staff are trained and required to demonstrate this commitment in all aspects of work and working practices.
COMPLAINTS/SUGGESTIONS
Complaints about Routeways should be directed to the relevant Project Manager. Once a complaint is received it will be acknowledged within one working day of receipt. The letter will contain the Routeways policy statement and will detail a response to the complaint. An evaluation form will be issued to the complainant to assess whether the action taken has been sufficient.
If you make a comment/suggestion it will be taken to the Staff Forum meeting, held at the end of each month, the idea will be discussed and possibly actioned. If you leave contact details with us then we will contact you with the outcome after the meeting.
ETHNIC MONITORING
Routeways will monitor quality, diversity and equality in line with funding requirements.