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Quality Improvements

Customer First Compliance

Customer First logo

Originally achieving the Customer First Standard in 2007, Voluntary Action Barnsley achieved the Standard for a third time in 2011. Achieving the standard shows that our customers are at the heart of organisation. It also shows we are committed to the needs of our customers and are driven to make a positive difference to the customers we support.

Areas of best practice as identified by the assessor include:

  • Very effective customer engagement
  • Excellent internal and external communications
  • An effective approach ot people manangement that supports customer development
  • Extensive and effective partnerships that also facilitate sound customer services
  • Motivated teams and individuals

We take continuous quality improvements very seriously at VAB and aim to demonstrate our commitment to the principles of Customer First in all that we do in the future.

Link to directory of Customer First directory of providers:

Link to our Customer charter:

Link to our Customer Comliments, Complaints and Comments Procedure:


Matrix logo

The Matrix Standard is a national quality standard designed for organisations that deliver information, advice and / or guidance on work and learning.

Voluntary Action Barnsley was awarded the Matrix Standard in January 2008 following an assessment process, which involved interviews with staff, clients and VAB partners. This accreditation confirmed that Voluntary Action Barnsley is offering a consistently high standard of information, advice and guidance throughout the organisation.

The Matrix Assessment is based around eight elements, four focussing on how the service is delivered and four focused on how the service is managed.

Investors in People

Investors in People logo

Investors in People is one of the best known quality standards in the UK, providing a framework that assists organisations to improve performance and realise objectives through the effective management and development of their people.

Voluntary Action Barnsley first achieved the standard in 1996. Once accredited, an organisation must undertake an assessment review every three years to maintain its Investors in People status.

At a recent health check, the Assessor reported that the culture of continuous improvement is well established at Voluntary Action Barnsley.

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