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Charter Mark

What are the judges looking for?

The judges are looking for you to show that you do the following:

Set yourself clear, tough and meaningful performance standards, and tell users what they are, and how well you are performing.
Tell users in a clear, straightforward way about your services and how to get the most out of them.
Consult widely on what services people need and how services can be improved, and make good use of their ideas.
Make services available to everyone who needs them. Give people choices wherever possible.
Treat all people fairly. Have polite and helpful staff, and a user-friendly approach to aspects like opening hours, answering the phone and any special needs of the people who use the service.
Make it easy for people to say when they are not happy with the service and act swiftly to put mistakes right. Learn from complaints.
Use resources effectively by budgeting carefully and achieving best value for you and your users.
Continually make improvements in the quality of service you provide and have new ideas for improvements for the future. 
Work with other providers to provide a better service.
And you need to show that your users agree that you provide a really good service.

 

How to apply for a Charter Mark 2000

Charter Mark Self-Assessment Pack

Charter Mark Home page | Service First Home page

Last updated: April 2000