Age UK BRWF's I&A Team’s ‘Outstanding Achievement’!

We start 2025 with the fantastic news that, despite an incredibly challenging 2024, our Information & Advice team have been successful in retaining their ‘Quality Assured’ status, which is testament to the team’s incredible hard work and dedication!

Age UK’s Quality of Advice Standard sets out a series of standards for good quality information and advice provision, against which local Age UK Brand Partners are assessed. This Autumn Age UK BRWF’s I&A service had its latest assessment, which included a Quality of Advice Assessment, a Service Management Review (SMR) and three Mystery Shoppers!

It was commented that all ‘Mystery Shops’ showed a high level of client service, with each receiving a score of 10/10 and the caller agreeing that they would recommend the service. Comments made by the mystery shoppers included; 

• ‘Warm, very helpful and knowledgeable’
• ‘Very helpful and patient’
• ‘Professional, clear’
• ‘Customer service was good’
• ‘Manner was pleasant’

In confirming the Age UK BRWF’s certification (which is valid until 16/1/26), the assessors acknowledged the recent impact on the team’s workloads following the closure of Age UK Hererfordshire & Worcestershire and, as part of their feedback, said that they ‘just want to stress how well the service has performed. It is very rare for an Age UK to go through the SMR without any corrective actions and to meet all the indicators’ calling it an ‘outstanding achievement’ by the team!