Service Standards
Brockenhurst College is recognised as an outstanding provider of learning and training in England by OFSTED. We aim to maintain this reputation by providing an exceptionally high level of customer service and learning experience to all those who contact us and/or take up a learning programme.
All our customers can expect us to:
- Proactively engage with customers and stakeholders to develop provision to meet your needs
- Make information on our learning programmes and training opportunities widely available through course information leaflets, adverts, phone contacts, promotional visits and via our web site
- Take all reasonable steps to make services accessible to everyone, including people with special needs
- Provide a friendly and courteous welcome from staff in all of our centres, providing a named contact for any queries
- Deal promptly and professionally with your enquiry, getting back to you (if applicable) within 3 working days
- Provide accurate information and impartial advice on courses on offer, including course aims/objectives, assessment, costs, entry qualifications (if applicable) and progression options.The College holds the Matrix quality mark to ensure that our Information, Advice and Guidance services are of the highest quality.
- Refer you to other local providers or the national learning advice helpline staff who will suggest other options, should we not have provision to meet your needs
- Deliver our provision using suitably trained, qualified and experienced staff
- Provide interactive programmes, with opportunities for questions, clarification and discussion of good practice
- Respond to any complaints about our service or our provision within 5 working days, in line with our published complaints procedure
- Act upon feedback from our customers to ensure that we continuously improve our service and programmes.
Customer Satisfaction
To monitor our performance against the above objectives, we have set the following targets. Performance against these targets will be measured on a six monthly basis and the results made available to our customers and stakeholders via our website
- 90% of individuals satisfied with our response to enquiries
- 90% of individuals satisfied with our course/training provision
- 90% would recommend Brockenhurst College based on their experience
- 90% of individuals satisfied overall with the services provided by Brockenhurst College
Click here to read our feedback and complaints policy
