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Organisational Quality Standards

We are proud to have achieved the Age UK Network Charity Quality Standard

Our achievement of the Age UK Network Charity Quality Standard recognises the high standard of our performance as an organisation. The Standard requires us to demonstrate that we:

Ensure the safety and wellbeing of our people - our beneficiaries and our colleagues.

  • Value diversity and promote equity and inclusion.
  • Safeguard people’s information and are clear about how it’s used.
  • Encourage, listen to and act on feedback.
  • Plan and review our services and activities strategically, making sure we use our resources effectively to respond to local need.
  • Value our colleagues, ensuring we have the right people with the right skills and support to deliver our plans.
  • Anticipate and manage risk effectively to ensure we are resilient and responsive to change.

The Standard is externally assessed by industry leaders BSI who undertake a rigorous review of our working practice through interviews, observation, and review of our key documents and records.

Age UK Information and Advice Quality Programme (IAQP)

We are proud to have achieved the Age UK Information and Advice Quality Programme (IAQP). This shows that we offer a quality assured service. It demonstrates our commitment to providing consistent, relevant and effective advice; to customer care, and that our service has clear and relevant procedures in place to manage the delivery of good quality information and advice to clients.

The I&A Quality Programme has two main sets of benchmarks, which state that a service must show that it:

  • Provides consistent, relevant and effective advice to clients and demonstrates this by providing sufficient information in their client records.
  • Has clear and relevant systems and procedures in place to manage the delivery of consistent, good quality information and advice.
  • Monitors its services and seeks feedback from clients and stakeholders

Advice Quality Standard

  • We hold the Advice Quality Standard (AQS) which is the quality mark for organisations that provide advice to the public on social welfare issues
  • Organisations that hold the standard have demonstrated that they are easily accessible, effectively managed, and employ staff with the skills and knowledge to meet the needs of their clients