Inspiring Families

Our Customer Charter

Serco’s Customer Charter is our promise to you.

It sets out the minimum standards you can expect from us and also what we expect in return.

Our promise to you

While you’re on the Inspiring Families programme, your provider will:

  • Give you a Personal Adviser who will support you to find work. They will listen, help and encourage you to achieve your potential.
  • Discuss and agree your short and long-term job goals, plus the steps you can take to achieve them. This will form your Action Plan, which will be jointly developed by you and your Personal Adviser and updated as you progress through the programme.
  • Maintain contact with you at least once a fortnight during your 65 week participation on the programme. This could be face-to-face, via telephone, or Skype - depending on your circumstances - although your adviser will meet you face-to-face at least once every four weeks to formally review and update your Action Plan.
  • Make you aware of the full range of support that is available to you. This may include: work experience placements, personal development such as confidence building, training opportunities and family advice.
  • Offer advice about how to get other support if you need it, such as expert help on managing your money, health, housing or childcare.
  • Provide you with specialist support if you want specific employment advice, such as how to start your own business.
  • Help you with techniques to support you to look and apply for jobs. This may include: filling in application forms, creating a CV and cover letter, researching possible employers, practicing interview techniques, and cold calling.
  • Give you access to computers, the Internet, photocopiers, stationery, telephones and local newspapers to help you search and apply for jobs.
  • Fully explain the benefits you and your family will receive when you start work, through a better off in work calculation.
  • Support you with reasonable travel costs; such as, to and from provider meetings.
  • Protect any personal information that we hold about you in line with government and Serco data protection policies.
  • Complete a review with you at the end of the programme. This will help us to signpost you for assistance both with your future job search and your family life.
  • Once you’ve found work your provider will:
  • Create an in-work support action plan that is relevant to your needs and preferences and keep in touch to make sure you are OK.
  • Provide ongoing access to your Personal Adviser so they can offer any advice or support you may need.


What we expect from you

  • While you’re on the Inspiring Families programme, please:
  • Attend all meetings with your provider or let them know as soon as possible if you can’t make it.
  • Tell your Personal Adviser about any personal or family circumstances that should be taken into account, so they can offer the right support for you.
  • Tell your Personal Adviser about any training or assessments you’ve already done.
  • Inform your Personal Adviser about any changes in your circumstances such as moving house and/or changes to your benefits.
  • Tell us if you have any comments, compliments or complaints.
  • Make the most out of your time on the programme and enjoy the journey. This programme was created to support you to progress in work and enjoy a better quality of life so help your adviser to help you.
  • Once you’ve found work, please make sure you:
  • Let your Personal Adviser know so they have the right details about you, and keep in touch with them so they can offer in-work support as needed.
  • Let your Personal Adviser know if you leave your job, change the amount of hours you work or find another job.
  • Once you’ve found work your Personal Adviser will continue to offer you advice and support.

Comments, compliments, complaints? Have your say!

As this programme is funded by the European Social Fund we are required to seek customer feedback and will be asking for your thoughts while you are on the programme.
Meanwhile, if you feel that we are not meeting our commitment to you at any time, please follow these steps to make a complaint:

  1. Contact your provider first so they can try and put things right.
  2. If you are not happy with their response, please contact us

Please also get in touch if you have any ideas that could help us improve our service.

Have your say