Client Charter

Clients' Charter

This Clients' Charter sets out the standards of service you can expect from New Citizens' Gateway and what we ask of you in return. By working together with mutual respect, we can provide the best possible support.

🤝 Our Commitment to You

✓Treat you with respect, courtesy and fairness at all times.
✓Do our best for you within the boundaries of our role.
✓Treat the information you give us as private and confidential.
✓Treat everyone applying for our services fairly and equitably.
✓Help you access appropriate organisations if we cannot deal with your problem.
✓Ensure our services are accessible wherever possible.
✓Provide clear information about the advice and assistance we offer.
✓Provide a free service from beginning to end.
✓Keep you informed about the progress of your case.
✓Give notice if we need to rearrange your appointment.
✓Seek your feedback to improve our services.
✓Handle complaints promptly, fairly and respectfully.

🤲 Your Commitment to Us

✓Treat our staff with respect and courtesy.
✓Attend hotel drop-ins on a first-come, first-served basis where applicable.
✓Attend your appointment or let us know if you need to rearrange.
✓Provide the information requested by our staff.
✓Follow the guidance we provide where appropriate.
✓Inform us of any calls or correspondence relating to your case.
✓Inform the CEO of any breaches of this Charter.
✓Share your views and feedback about our services.