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Deane Helpline quality standards

At the Deane Helpline we are always looking at how we can improve our standards and welcome any sound advice or suggestions.

When you sign up to the Deane Helpline service you can expect:

  • Your call to the Control Centre will be answered quickly and politely and a prompt response made with the right action
  • If things go wrong, we will do our very best to help you as much as possible
  • All calls received at the Control Centre are recorded so we can make sure that you, our clients, are getting the highest standard of service

Taking account of your wishes

In most situations we take account of what you want to happen. But there are times when it would be wrong, or even dangerous, for us to do what you want. If that happens we may need to act against your wishes. We will tell you when we can’t do something and what we are going to do instead.

The customer focus group

At the Deane Helpline we try hard to make sure we give good customer service. We run a customer focus group that meets twice a year. The meeting is open to anyone who has a Lifeline installed in their home and who lives in the council area.