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I've now got the chance to be the person I really want to be.

Young person, Loughborough

Customer Charter

When you contact us we will:

  • Be approachable, helpful & considerate
  • Treat you with courtesy and politeness
  • Listen & seek to understand your needs
  • Respond as quickly as is practicable

You can contact us in any of the following ways:

By telephone on:

01959 578211 (Corporate & Support Services)

01959 560462/463 (South East)

01959 560466 (London & East)

0114 282 3314/3336 (Midlands & North)

  • We aim to answer 95% of all telephone calls within 6 rings (20 seconds)
  • When we speak to you we will give our name and ask how we can help you
  • If we cannot help you immediately we will let you know who you have been speaking to, what action we propose to take, and when we will contact you again
  • If your calls needs to be transferred to another person, the details of your enquiry will be passed on
  • We aim to answer all messages left on an answer machine within 24 hours (Monday to Friday)
  • If you leave a message on an answer machine and it is likely to be more than 24 hours, the message will tell you when we will contact you and, if the matter is urgent, an alternative number for you to use

In Person:

  • If you wish to hand deliver a completed application form or other document you may do so in person from Monday to Thursday 9.00am until 5.00pm; Friday 9.00am until 4.30pm
  • If you are invited to a job interview you will normally be given at least 5 days notice of the interview
  • We aim to see 80% of callers within 10 minutes of visiting one of our reception areas
  • You will be seen in a private place if you wish
  • Longer meetings, requiring appointments, will be arranged within 2 working days of your request and provision of basic information regarding the nature of the issue you wish to discuss

In Writing to the Human Resources Team:

Rectory Lodge, High Street, Brasted, Kent, TN16 1JF (Corporate & Support Services)

The Anvil Centre, High Street, Brasted, Kent, TN16 1JN (London & South East)

Suite 410 Aizlewood Business Centre, Nursery Street, Sheffield, South Yorkshire, S3 8GG (Midlands & North)

  • We aim to acknowledge letters and applications within 3 workings days
  • We aim to provide a full response to your letter within 10 working days and, if it is likely to be longer, to provide you with a "holding" response within 10 working days together with an indication of when you can expect a full response
  • We aim to respond to job applications within 10 working days from the job closing date

By Computer

  • Contact through email will be subject to the same standards as contacting us in writing
  • Our vacancies will be advertised on our website, www.raineronline.org
  • Application forms can be downloaded from our website

Special Needs

If you would like this information or any information we produce to be provided in Braille or on audio tape, please contact us on the relevant regional telephone number.

Comments & Complaints

The HR Comments & Complaints Officer is; Gina Short, Head of Employee Relations & Reward, Rainer, Rectory Lodge, High Street, Brasted, Kent, TN16 1JF

  • We will acknowledge all complaints received within 3 working days
  • Should the response require longer than 10 working days we wil contact you and let you know when we will be able to reply
  • If you are unhappy with the response you can ask for your complaint to be reviewed by the Director of HR & Support Services

Further Information

If you would like any further information about the services we provide or have any comments about how this Mission Statement could be improved, please contact us on 01959 578211