Our Standards
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Providing support to people with Dementia and their Carers
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Our Standards at The Phoenix Group

Our Standards in Brief


Caring for our Members

Providing the best support we can to our members is of the highest priority to us at Phoenix.

Our commitment is to at all time act in our members’ best interest and to continually improve the support we can offer.

In showing our respect for our members we support  all Phoenix members in the following manner:

  • Provide as high a quality of support as we can a all times
  • Courteous at all times.
  • Polite and patient. Considerate & flexible to our members needs.
  • All private information about our members is kept confidential and is not shared with a third party
  • We normally respond to emails and telephone calls within three working days.
  • Should any of our members feel dissatisfied by our service they may contact us and we address their concerns as a matter of the highest priority.



Data Security

We are registered under the requirements of the Data Protection Act. No unnecessary information about clients is stored. All reasonable electronic and physical measures are taken to protect clients data security

We will not accept any information that could lead to the identification of service users from any of our clients who may be mental health or social care providers

We take measures to ensure the safe use, transmission, storage and destruction of electronic data and will provide its practice standards to bona fide clients for each project.


Health and Safety

Though we are not required under current legislation to have a Health and Safety Policy we have adopted the following policy statement for the Phoenix Group:

  • Overall and final responsibility for Health & Safety is that of the Trustees
  • All volunteers have the responsibility to co-operate with the Trusteess to achieve a healthy and safe workplace and practices and to take reasonable care of themselves and others.
  • Whenever  a Trustee or a Volunteer notices a health or safety problem which they are not able to put right, they must straightaway tell the appropriate person.
  • Appropriate insurance is taken to replace equipment as soon as is needed to continue any project work with the minimum of delay possible



Equality and Diversity

We are committed that equality of opportunities are promoted actively and in which unlawful discrimination is not tolerated. We recognise the real benefits of working with a diverse community of associates and to this we end values diversity.

We will aim to ensure that:

  • All of our members and any visitors are treated fairly, with dignity and respect
  • We afford all of our members and any visitors the opportunity to fulfil their potential
  • We promote an inclusive and supportive environment
  • We recognise the varied contributions made by people with a wide range of experiences

This policy applies to all Trustees and Volunteers of the Phoenix Group


Environmental Policy

We  ensure that we and our associates consider the impact of their working arrangements on the environment at all time. The following actions are supported by us:

  • Correspondence and reporting will take place electronically and where paper copies are requested only 1 printed copy will be supplied.
  • Where travelling for meetings or visits to members are required where practical journeys will be taken using public transport or “car sharing” if possible.
  • All waste produced is recycled as far as possible, with scrap documents being cross shredded on our premises.



Indemnity Insurance

We maintain current insurance for all our services and products covering:

  • Public Liability
  • Professional Indemnity
  • Employers Liability



Our Complaints Procedure

We are committed to providing good quality services. We recognise however, that sometimes we may get things wrong or make mistakes.

We do not look on complaints as unwanted, they may help us to see where our services might be improved. So let us know where you feel we have done something which you found unsatisfactory, even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.

How to complain

Step 1: Contact us

The first step is to talk to a Trustee, this can be done quite informally, either by telephone or email - there is a form at the bottom of this page.

Usually, the best associate to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you.

Step 2: Taking your Complaint Further.

We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint to a Trustee setting out the details, explaining what you think went wrong and what you feel would put things right.

Once we receive a written complaint, she or he will arrange for it to be fully investigated. Your complaint will be acknowledged in within five working days stating when you can expect a full response. This should normally be within three weeks unless the matter is very complicated, in which case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

If you are not satisfied with our response, you can always seek advice from outside the organisation. It may be possible to seek help from an advice agency or other organisation and we will provide you with details of any services local to your area if we can.




If you are interested in joining the Phoenix Group then please contact us and we will tell you how to join. You can use the form at the bottom of this page to email or or to make a request for us to call you back.

You can send us messages by simply filling in the form at the bottom of each page and we welcome your suggestions for the Phoenix Group and this site and welcome your feedback on the new site.

Contact Us

You can send us a message by simply filling in the form at the bottom of any page on our website:


Or you can call us on:

Phoenix Group Telephone Number

Send us a message or request we call you back

If you would like any more information, or if you have any other questions about Our Standards, we would be happy to answer them confidentially and without obligation.We will normally respond to your emails or calls within one working day.

To email or request a Callback please complete this form and click send. All parts shown in bold are essential. This site does not store email addresses or phone numbers. Our Privacy Policy

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Or you can call us on:

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