Shop Mobility Service Standards
Shopmobility provides a safe wheelchair and mobility scooter loan service available to anyone with limited mobility. The service enables customers to use the scooter/chairs for 2 or 3 hours giving them the opportunity to complete their shopping in West Bromwich. To take out membership or wheelchair loan services 2 forms of I.D are required which state name and address and are dated within the last 3 months. The service is member of the Shopmobility UK organisation.
We are committed to:
- providing short-term wheelchair loans for anyone with limited mobility on the days that the service is open
To meet our commitments, we will:
- open the service during advertised hours and communicate any changes at least 24 hours in advance (except in emergencies)
- complete safety checks on 100% of equipment before every hire
- provide demonstrations / training to 100% of new customers
- keep customer records secure and update them within 1 working day of any changes
- answer telephone and email enquiries within 3-5 working days, or less dependent on specifi holiday periods such as Easter, Christmas etc
- ensure all staff undertake disability awareness, relevant Health and Safety and genreal equipment-safety training annually
We ask you to:
- work with us as partners to help improve our sevices and to share honest and constructive feedback on the service you receive
To measure and improve our service we will:
- collect customer feedback and undertake an annual customer survey to deterine how the service is performing
- review customer survey data and react accordingly and publish key improvements for actions
- keep equipment maintenance logs and complete scheduled maintenance within an agreed timeframe
- log complaints within 1 working day and provide a full response within 10 working days
- monitor and track enquiries that the shop mobility staff deal with on the days they are open
- track equipment availability and aim to have the fleet operational at any given time