{"id":860,"date":"2026-09-01T23:22:24","date_gmt":"2026-09-01T23:22:24","guid":{"rendered":"https:\/\/clients-dev.transformhousing.org.uk\/?page_id=860"},"modified":"2026-09-01T23:23:15","modified_gmt":"2026-09-01T23:23:15","slug":"client-charter","status":"publish","type":"page","link":"https:\/\/clients-dev.transformhousing.org.uk\/?page_id=860","title":{"rendered":"Client Charter"},"content":{"rendered":"\n<div class=\"wp-block-group alignfull has-ast-global-color-0-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--70);padding-bottom:var(--wp--preset--spacing--70)\">\n<h1 class=\"wp-block-heading has-ast-global-color-5-color has-text-color has-link-color wp-elements-1\" style=\"margin-right:0;margin-left:0;padding-right:0;padding-left:0\">Client charter<\/h1>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignfull is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-7387b849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n<h2 class=\"wp-block-heading\">Our commitment to you<\/h2>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity is-style-wide\"\/>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You are at the heart of all we do and we will respect your individual needs and preferences. We strive to be an inclusive organisation free from discrimination.<\/li>\n\n\n\n<li>We will treat you fairly, respectfully and with courtesy. You can expect the same service and opportunities as any other individual.<\/li>\n\n\n\n<li>We will consult with you and involve you in the development and delivery of your housing and support services to ensure we are providing services that meet your needs.<\/li>\n\n\n\n<li>Transform encourages and welcomes feedback and we are committed to listening to your voice and seeking your opinions. We also want to hear your views on how you wish to be consulted.<\/li>\n\n\n\n<li>We will treat complaints seriously and strive to resolve them to your full satisfaction.<\/li>\n\n\n\n<li>We will support and empower you to become more involved in developing and reviewing our policies, services and performance standards.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:30%\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignfull has-ast-global-color-5-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-7387b849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n<h2 class=\"wp-block-heading\">For those client who receive support from Transform<\/h2>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity is-style-wide\"\/>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We will allocate you a keyworker who will meet with you regularly (at times agreed with you) to support you with any issues. This will help you on your journey to greater independence and maintaining your home.<\/li>\n\n\n\n<li>We will provide a comprehensive support plan agreed by you and your keyworker. You will be offered a copy of your support plan which will be reviewed regularly and on request.<\/li>\n\n\n\n<li>We will give you information and support to help you make choices and decisions about your future.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:30%\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignfull has-ast-global-color-7-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-d05d77e4 wp-block-columns-is-layout-flex\" style=\"padding-top:var(--wp--preset--spacing--60);padding-bottom:var(--wp--preset--spacing--60)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">For those client who receive support from Transform<\/h2>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity is-style-wide\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Transform clients can expect the best possible service at all times. To help us achieve this we commit to the following:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We will support and encourage you to become as independent as possible.<\/li>\n\n\n\n<li>We will make, and keep, agreed appointments with you and will respond promptly when you contact us.<\/li>\n\n\n\n<li>We will provide clear and accessible information on the services we provide.<\/li>\n\n\n\n<li>We will ensure that Transform colleagues are trained and have the skills to provide a high-quality service.<\/li>\n\n\n\n<li>Where required, we will support you to talk to people and contact organisations outside of Transform.<\/li>\n\n\n\n<li>We will be respectful and responsive to those also supporting you, such as outside professionals, your friends or family.<\/li>\n\n\n\n<li>We will ensure that all our policies, procedures and staff comply with our\u00a0<a href=\"https:\/\/transformhousing.org.uk\/resources\/equality-and-diversity-policy\" target=\"_blank\" rel=\"noopener\">Equality, diversity and inclusion policy<\/a>.<\/li>\n\n\n\n<li>We will treat all personal information in a confidential manner and in accordance with the General Data Protection Regulation (GDPR). For further information, please see our detailed\u00a0<a href=\"https:\/\/transformhousing.org.uk\/privacy-notice\">Privacy notice<\/a>.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:30%\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignfull has-ast-global-color-5-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--70);padding-bottom:var(--wp--preset--spacing--70)\">\n<div class=\"wp-block-columns has-ast-global-color-4-background-color has-background is-layout-flex wp-container-core-columns-is-layout-9ca65b22 wp-block-columns-is-layout-flex\" style=\"border-top-left-radius:4px;border-top-right-radius:4px;border-bottom-left-radius:4px;border-bottom-right-radius:4px;padding-top:var(--wp--preset--spacing--50);padding-right:var(--wp--preset--spacing--50);padding-bottom:var(--wp--preset--spacing--50);padding-left:var(--wp--preset--spacing--50)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<h2 class=\"wp-block-heading\">If you feel that any of these commitments have not been met, please let us know<\/h2>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-7387b849 wp-block-group-is-layout-flex\">      \n\t\t\t<div class=\"uagb-icon-wrapper uagb-block-214f68ce      \"\n\t\t\tstyle=\"\" >\n\t\t\t\t\t\t\t\t\t<span class=\"uagb-svg-wrapper\" \n\t\t\t\t\t aria-label=\"people-group\"\t\t\t\t\ttabindex=\"0\">\t\t\n\t\t\t\t\t\t\t\t\t\t<svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" viewBox= \"0 0 640 512\" role=\"graphics-symbol\" aria-hidden=\"false\" aria-label=\"\"><path d=\"M184 88C184 118.9 158.9 144 128 144C97.07 144 72 118.9 72 88C72 57.07 97.07 32 128 32C158.9 32 184 57.07 184 88zM208.4 196.3C178.7 222.7 160 261.2 160 304C160 338.3 171.1 369.8 192 394.5V416C192 433.7 177.7 448 160 448H96C78.33 448 64 433.7 64 416V389.2C26.16 371.2 0 332.7 0 288C0 226.1 50.14 176 112 176H144C167.1 176 190.2 183.5 208.4 196.3V196.3zM64 245.7C54.04 256.9 48 271.8 48 288C48 304.2 54.04 319.1 64 330.3V245.7zM448 416V394.5C468 369.8 480 338.3 480 304C480 261.2 461.3 222.7 431.6 196.3C449.8 183.5 472 176 496 176H528C589.9 176 640 226.1 640 288C640 332.7 613.8 371.2 576 389.2V416C576 433.7 561.7 448 544 448H480C462.3 448 448 433.7 448 416zM576 330.3C585.1 319.1 592 304.2 592 288C592 271.8 585.1 256.9 576 245.7V330.3zM568 88C568 118.9 542.9 144 512 144C481.1 144 456 118.9 456 88C456 57.07 481.1 32 512 32C542.9 32 568 57.07 568 88zM256 96C256 60.65 284.7 32 320 32C355.3 32 384 60.65 384 96C384 131.3 355.3 160 320 160C284.7 160 256 131.3 256 96zM448 304C448 348.7 421.8 387.2 384 405.2V448C384 465.7 369.7 480 352 480H288C270.3 480 256 465.7 256 448V405.2C218.2 387.2 192 348.7 192 304C192 242.1 242.1 192 304 192H336C397.9 192 448 242.1 448 304zM256 346.3V261.7C246 272.9 240 287.8 240 304C240 320.2 246 335.1 256 346.3zM384 261.7V346.3C393.1 335 400 320.2 400 304C400 287.8 393.1 272.9 384 261.7z\"><\/path><\/svg>\n\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\n\n<p class=\"wp-block-paragraph\">Speak to any member of support or project staff, face to face <\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-7387b849 wp-block-group-is-layout-flex\">      \n\t\t\t<div class=\"uagb-icon-wrapper uagb-block-370e5767      \"\n\t\t\tstyle=\"\" >\n\t\t\t\t\t\t\t\t\t<span class=\"uagb-svg-wrapper\" \n\t\t\t\t\t aria-label=\"envelope-open\"\t\t\t\t\ttabindex=\"0\">\t\t\n\t\t\t\t\t\t\t\t\t\t<svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" viewBox= \"0 0 512 512\" role=\"graphics-symbol\" aria-hidden=\"false\" aria-label=\"\"><path d=\"M493.6 163c-24.88-19.62-45.5-35.37-164.3-121.6C312.7 29.21 279.7 0 256.4 0H255.6C232.3 0 199.3 29.21 182.6 41.38c-118.8 86.25-139.4 101.1-164.3 121.6C6.75 172 0 186 0 200.8v263.2C0 490.5 21.49 512 48 512h416c26.51 0 48-21.49 48-47.1V200.8C512 186 505.3 172 493.6 163zM303.2 367.5C289.1 378.5 272.5 384 256 384s-33.06-5.484-47.16-16.47L64 254.9V208.5c21.16-16.59 46.48-35.66 156.4-115.5c3.18-2.328 6.891-5.187 10.98-8.353C236.9 80.44 247.8 71.97 256 66.84c8.207 5.131 19.14 13.6 24.61 17.84c4.09 3.166 7.801 6.027 11.15 8.478C400.9 172.5 426.6 191.7 448 208.5v46.32L303.2 367.5z\"><\/path><\/svg>\n\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\n\n<p class=\"wp-block-paragraph\">Email us at info@transformhousing.org.uk<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-7387b849 wp-block-group-is-layout-flex\">      \n\t\t\t<div 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wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-7387b849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Client charter Our commitment to you For those client who receive support from Transform For those client who receive support 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