Our Customer Service Standards The customer service you can expect to receive from Northern Ireland Fire & Rescue Service
Introduction This leaflet has been published to provide you with a clearer understanding of the services provided by Northern Ireland Fire & Rescue Service (NIFRS) and the standard of service you can expect from us. A number of core values underpin everything that we aim to do. These values indicate the importance that we attach to the quality of service we provide. This booklet outlines the standards of service we intend to meet. If our service falls short of these standards, or you are dissatisfied with them, we would like to hear from you. This leaflet outlines our Complaints Procedure and how to complain if you are not satisfied with the service you have received. Your Fire & Rescue Service is here to create a safer Northern Ireland and we would like to hear from you if you have any comments which you would like to make about our service to you. NIFRS Corporate Management Team 2
We aim to:- 1 Provide and maintain an efficient and effective fire and rescue service which is responsive to the needs of the Community in Northern Ireland. 2 Reduce the incidence of fire and other emergencies by the provision of an efficient and effective safety education, advice and legal enforcement service 3 Deliver excellence through a visible commitment of continuous improvement and quality frameworks, processes and systems and implementing a Business Improvement Strategy for NIFRS. 4 Provide a well equipped, skilful and highly motivated workforce, able to work safely and competently, whose composition reflects the diverse community we serve and whose commitment is to achieve their highest personal potential and optimum performance. 5 Provide a service that provides value for money and is committed to quality and continuous improvement. 6 Contribute to a safer environment for our communities by implementing NIFRS environmentally-friendly initiatives in line with Government legislation, policy and targets. 3
Introduction This leaflet has been published to provide you with a clearer understanding of the services provided by Northern Ireland Fire & Rescue Service (NIFRS) and the standard of service you can expect from us. How to contact Northern Ireland Fire & Rescue Service A number of core values underpin You everything may call that in person, we aim via to telephone do. These or write to NIFRS Headquarters, NIFRS Training values Centre indicate or any the of importance our Area District that we Headquarters. attach to the quality of service we When provide. dealing with This 999 booklet calls and responding outlines the to emergencies NIFRS provides a 24/7 service standards but for of other service types we of intend contact to meet. detailed in this document a working day is defined as 9.00 am to 5.00 pm, Monday to Friday (excluding Bank Holidays). If our service falls short of these standards, or Northern Ireland Fire and Rescue Service you are dissatisfied with them, we would like to Headquarters hear from you. This leaflet outlines our 1 Seymour Street Lisburn Complaints Procedure and how to complain if you are BT27 not 4SX satisfied with the service you have received. Tel: 028 9266 4221 Fax: Your 028 Fire 9267 & Rescue 7402 Service is here to create a safer Northern Ireland and we would like to hear from you if you have any comments which you A would minicom/text like to phone make service about our is available service for to you. the profoundly deaf on 028 9262 8800 Fire & Rescue Service Training Centre 79 NIFRS Boucher Corporate Crescent Management Team Belfast BT12 6HU Tel: 028 9038 9800 You can also visit our website at www.nifrs.org or email to enquiries@nifrs.org 24
The 4 area commands are supported by 14 Districts, strategically placed across Northern Ireland and which create a community focus for our activities. District Commands We aim to:- are responsible for the fire stations in their District. There 1 Provide are 68 and fire maintain stations an throughout efficient and Northern effective Ireland fire and serving rescue their service local communities, which providing is responsive an emergency to the response needs of to the operational Community incidents and Northern a wide variety Ireland. of community safety activities. 2 Reduce the incidence NIFRS of fire Location and other Map emergencies by the provision of an efficient and effective safety education, advice and legal enforcement Key service Station District Command Area & District Command 3 Deliver excellence through a visible commitment of continuous Portrush Portstewart Ballycastle Coleraine Westland Cushendall Northland improvement quality frameworks, Ballymoney processes and Whitla systems and Limavady Kilrea Springfield Central implementing a Business Crescent Link Improvement Strategy for NIFRS. Knock Strabane Dungiven Maghera 4 Provide a well equipped, skilful and highly Ballyclare motivated workforce, able Magherafelt Antrim Whitehead Carrickfergus to work safely Newtownstewart and competently, Cookstown Glengormley whose Holywood composition reflects the Castlederg Bangor Crumlin diverse community we Pomeroy Donaghadee serve and whose commitment is to achieve Omagh Newtownards Comber their highest personal potential and optimum performance. Ballywalter Belleek WESTERN Northern Ireland Fire & Rescue Service NIFRS serves the entire population of Northern Ireland, an area of over 5,500 square miles, with a population of over 1.8 million, providing them with a range of fire and rescue services. We are divided into 4 operational command areas Northern, Southern, Eastern and Western. Dromore Fintona Irvinestown Dungannon Portadown 5 Provide a service that provides value Dromore Ballynahinch Clogher for money Portaferry and is committed to Armagh Downpatrick Enniskillen Banbridge quality and continuous improvement. Newcastle Lisnaskea Rathlin Ballymena Warrenpoint 6 Contribute to a safer environment Kilkeel for our communities by Crossmaglen implementing NIFRS environmentally-friendly initiatives in line with Government legislation, policy and targets. 35 Carnlough Lisburn Lurgan Keady Rathfriland Newtownhamilton Newry NORTHERN Larne Carryduff SOUTHERN EASTERN Cadogan Dunmurry
Introduction Western Area Command This leaflet has been published to provide you with a clearer understanding of the services provided by Northern Ireland Fire & Rescue Service WESTERN (NIFRS) and the standard of service you can expect from us. A number of core values underpin everything that we aim to do. These Western values Area Headquarters indicate the importance that we Southern Area Headquarters 10 Crescent attach Link, to Londonderry, the quality BT47 of 5FR service we Thomas Street, Portadown, BT62 3AH Tel: 028 provide. 7131 1162 This booklet outlines the Tel: 028 3833 2222 standards of service we intend to meet. Crescent Link District Headquarters Portadown District Headquarters 10 Crescent If our Link, service Londonderry, falls short BT47 of these 5FR standards, Thomas or Street, Portadown, BT62 3AH Tel: 028 you 7131 are 1162 dissatisfied with them, we would Tel: like 028 to 3839 4690 hear from you. This leaflet outlines our Omagh District Complaints Headquarters Procedure (until and late how 2013) to complain Bangor if you District are Headquarters Unit TIC4, Gortrush Industrial Estate, Great 92 Newtownards Road, Bangor, BT19 1SZ not satisfied with the service you have received. Northern Road, Omagh, BT78 5LU Tel: 028 9127 1906 Tel: 028 8224 1190 Your Fire & Rescue Service is here to create Newry a District safer Northern Headquarters Ireland and Omagh District we would Headquarters like to hear (from from late 2013) you if you Upper have Edward any comments Street, Newry, which BT35 you 6AX 1 Killybrack would Road, like Omagh, to make BT79 about 1DQ our service to you. Tel: 028 8676 5936 Tel: 028 8224 1190 Cookstown NIFRS District Corporate Headquarters Management Team Unit 4, Kilcronagh Business Park, Sandholes Road, Cookstown, BT80 9HG Tel: 028 8676 5936 SOUTHERN Southern Area Command Downpatrick District Headquarters 24 Strangford Road, Downpatrick, BT30 6SR Tel: 028 4483 9308 (may change early 2013) Enniskillen District Headquarters 2/4 Tempo Road, Enniskillen, BT74 6HR Tel: 028 6634 6946 26
NORTHERN Northern Area Command Northern Area Headquarters 22-26 Waveney Road, Ballymena, BT43 5BA Tel: 028 2564 3370 We aim to:- Ballymena District Headquarters 22-26 Waveney Road, Ballymena, BT43 5BA 1 Eastern Provide Area and maintain Command efficient and effective fire and rescue service Tel: 028 2564 3370 which is responsive to the needs of the Community in Northern Ireland. Coleraine District Headquarters Suite 8, River House, Castle Lane, Waterside, 2 Reduce the incidence of fire and other Coleraine, emergencies BT51 3DR by the provision of an efficient and effective safety Tel: 028 education, 7034 2469 advice and legal enforcement service Glengormley District Headquarters 3 Deliver excellence through a visible 165 Church commitment Road, Glengormley, of continuous BT36 6HH EASTERN improvement and quality frameworks, Tel: 028 processes 9084 0225 and systems and implementing a Business Improvement Strategy for NIFRS. Lisburn District Headquarters 1 Prince William Road, Lisburn, BT28 3AN 4 Provide a well equipped, skilful and highly motivated workforce, able Eastern Area Headquarters Tel: 028 9260 3360 6 Bankmore to Street, work Belfast, safely BT7 and 1AQ competently, whose composition reflects the Tel: 028 9031 diverse 0360 community we serve and Community whose commitment Development is Department to achieve their highest personal potential and 21 optimum Henry Street, performance. Ballymena, BT42 3AA South & East District Headquarters Tel: 028 2565 1806 Upper 5 Newtownards Provide a Road, service Belfast, that provides BT4 3ET value for money and is committed to Tel: 028 9047 quality 3189 and continuous improvement. North 6 & West Contribute District Headquarters to a safer environment for our communities by 63-67 Whitla implementing Street, Belfast, NIFRS BT15 1JP environmentally-friendly initiatives in line with Tel: 028 9075 Government 4776 legislation, policy and targets. 37
Introduction Customer Service Standards Responding to Emergencies You can expect us to: This leaflet has been published to provide Answer you with your a emergency clearer understanding call within 10 of seconds the of receipt at NIFRS Regional Control Centre.* services provided by Northern Ireland Fire & Rescue Service (NIFRS) and the Mobilise the appropriate attendance of one or more fire appliances within 60 seconds standard of receipt of service of a call you at can NIFRS expect Regional from Control Centre on 75% of occasions. us. NIFRS Emergency Response Standards were introduced on 1 April 2006. To facilitate A number this, a Dwelling of core Fire values Risk Assessment underpin was undertaken, using Fire Service Emergency everything Cover that we (FSEC) aim guidance to do. These as a risk assessment technique. The Standards values indicate are as follows: the importance that we attach to the quality of service we provide. This booklet outlines the Attendance Time standards Substantive of service Response we intend Area to meet. 1st Appliance 2nd Appliance If our service falls short of these standards, or you are High dissatisfied with them, we would 6 minutes like to 9 minutes hear Medium from you. This leaflet outlines 12 minutes our 15 minutes Complaints Procedure and how to complain if you are not satisfied Low with the service you have 21 received. minutes 24 minutes Your Fire & Rescue Service is here to create a safer Northern Ireland and The we Standards would like require to hear a crew from of you 5 personnel if you have on the any first comments appliance and which 4 on you the second. would like We to will make continue about to send our service an enhanced to you. response of 3 pumping appliances to fires where persons are reported as missing. The target benchmark for achievement of these Standards is 75%. The map on the next page provides an indication NIFRS Corporate of substantive Management response areas Team as per the census carried out in 2001.** * It should also be noted that the Police Service of Northern Ireland operates an emergency SMS text message registration scheme to assist those with certain disabilities in notifying them of emergencies. This service also enables police to pass on requests for assistance to the Fire and Ambulance services. It has to be emphasised that this is a service for EMERGENCY contact with the three emergency services and due to the interaction required is not subject to the targets detailed above. ** It is anticipated this map will be updated late 2012 using the 2011 census information once released. 28
Customer Service Standards Responding to Emergencies Substantive Response Areas (for indicative purposes only) We aim to:- 1 Provide and maintain an efficient and effective fire and rescue service which is responsive to the needs of the Community in Northern Ireland. 2 Reduce the incidence of fire and other emergencies by the provision of an efficient and effective safety education, advice and legal enforcement service 3 Deliver excellence through a visible commitment of continuous improvement and quality frameworks, processes and systems and implementing a Business Improvement Strategy for NIFRS. 4 Provide a well equipped, skilful and highly motivated workforce, able to work safely and competently, whose composition reflects the diverse community we serve and whose commitment is to achieve their highest personal potential and optimum performance. 5 Provide a service that provides value for money and is committed to quality and continuous improvement. 6 Contribute to a safer environment for our communities by implementing NIFRS environmentally-friendly initiatives in line with Government legislation, policy and targets. 39
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Customer Service Standards Providing a Public Safety Service Fire Safety NIFRS aims to reduce the incidence of fire by the provision of an efficient and effective fire safety education, advice and enforcement service. To help do this we have set specific standards that the public can expect: Send a written acknowledgement within 5 working days of receiving any fire safety enquiry. We aim to:- Acknowledge all requests for Home Fire Safety Checks within 5 working days. 1 Provide and maintain an efficient and effective fire and rescue service Should which a Fire is Safety responsive Audit be to required the needs for your of the premises Community we will inform Northern you in writing Ireland. at least 5 weeks in advance, although, on agreement of the owner this period may be shortened. When an audit has been completed we will inform you of the level of compliance and/or remedial actions required by letter within 21 days. 2 Reduce the incidence of fire and other emergencies by the provision of an efficient and effective safety education, advice and legal Public enforcement Safety service Along 3 Deliver with fire excellence safety, Northern through Ireland a Fire visible & Rescue commitment Service will of work continuous with our partner improvement agencies to improve and quality awareness frameworks, of general processes public wellbeing, and systems including and such matters implementing as road safety, a Business firework Improvement safety and Strategy the consequences for NIFRS of. anti-social behaviour when directed at our frontline resources. To facilitate this we will: 4 Provide a well equipped, skilful and highly motivated workforce, able Provide to advice work and safely information and competently, leaflets on request whose on all composition relevant safety reflects matters. the diverse community we serve and whose commitment is to achieve Publish their advice highest in local personal newspapers, potential specialist and optimum publications performance. (where required) and broadcast on both radio and television throughout the year. 5 Provide a service that provides value for money and is committed to quality and continuous improvement. 6 Contribute to a safer environment for our communities by implementing NIFRS environmentally-friendly initiatives in line with Government legislation, policy and targets. 11 3
Customer Service Standards Contacting NIFRS Introduction We recognise that excellent customer service is integral to the delivery of high quality public services and are committed to meeting the needs of customers in a professional This leaflet manner. has been published to provide you with a clearer understanding of the You services can expect provided the following by Northern standards Ireland when Fire contacting us:- & Rescue Service (NIFRS) and the Calling standard In of Person service you can expect from By us. Telephone If you have an appointment we aim to A number see of you core within values 5 minutes underpin or contact everything you that on we arrival aim to if do. there These will be an All non-emergency calls values indicate unavoidable the importance delay. that we will be answered promptly attach to the quality of service we by a named member of provide. If you This call booklet in person outlines and do not the have staff. standards an of service appointment we intend you can to meet. expect to be informed within 5 minutes of arrival if a member of We will deal with you in a staff from the Department is available. courteous manner. If our service falls short of these standards, or If you you are call dissatisfied in person without with them, an appointment we would and like a to If that member of staff member hear from of staff you. from the relevant This leaflet Department outlines is not our cannot deal with your available, Complaints we will Procedure contact you and within how 5 to working complain days if you enquiry are directly they will to not arrange satisfied an appointment. with the service you have received. transfer you to someone who can. Your Fire & Rescue Service is here to create a safer Northern Ireland and we would In Writing like to hear or By from Email you if you have any comments which you would like to make about our service to you. We will acknowledge all external correspondence requiring a response within 5 working days of receipt (excluding private and confidential correspondence); NIFRS Corporate Management Team Where a response cannot be provided at the time of acknowledgement we will, giving our name, address and contact details, respond within 10 working days of acknowledgement; If a response cannot be provided within the period stated above we will inform you, in writing, of a date by which we will respond. 12 2
Customer Service Standards Consulting with Customers We will: Conduct 2 Emergency Response Customer Satisfaction Surveys per year. Conduct an Annual Special Service Incident Customer Satisfaction Survey. Conduct one Fire Safety Audit Survey per year. Provide access to all public consultations on NIFRS website. We aim to:- Acknowledge all consultation responses received during our consultation periods, where 1 Provide possible, and within maintain 5 working an efficient days and and update effective you on fire the and outcomes rescue service after the consultation which period is responsive has ended. to the needs of the Community in Northern Ireland. Automatically acknowledge all comments submitted via our website and respond, where 2 Reduce necessary, the within incidence 15 working of fire days. and other emergencies by the provision of an efficient and effective safety education, advice and legal enforcement service Our Expectations 3 Deliver excellence through a visible commitment of continuous improvement and quality frameworks, processes and systems and We aim at all times to meet the Standards we have set out in this document. In return implementing we ask you to: a Business Improvement Strategy for NIFRS. 4 Treat Provide our staff a well with equipped, respect skilful and highly motivated workforce, able Contact to work us if safely you are and delayed competently, or have to re-arrange whose composition a planned appointment reflects the Be diverse considerate community and polite we to serve other customers, and whose and commitment is to achieve Supply their highest us with personal as much information potential and as possible, optimum if performance. we ask you to. We 5 would Provide also a ask service that if that you provides do call at value one of for our money Stations and to please is committed be patient. to While quality we will make and continuous every attempt improvement. to see you as quickly as possible sometimes our Firefighters are out on call. 6 Contribute to a safer environment for our communities by implementing NIFRS environmentally-friendly initiatives in line with Government legislation, policy and targets. 13 3
Introduction Customer Service Standards Making a Complaint Our This Complaints leaflet has Procedure been published to provide you with a clearer understanding of the NIFRS believes that by listening to and acting upon your complaints we can services provided by Northern Ireland Fire improve the service provided to you. If you believe you have cause for complaint, & Rescue Service (NIFRS) and the please follow the steps detailed below. You can complain by phone, in writing, in person standard or via of our service website. you can expect from us. You can help when contacting us by giving us as much information as possible. A number of core values underpin How everything to Make a that Complaint we aim to do. These values indicate the importance that we Step attach 1 to the quality of service we provide. This booklet outlines the The standards quickest of way service to get we a problem intend to sorted meet. out is by taking the matter up with your local fire station, or the District or Command Headquarters in your area. If our service falls short of these standards, or Step 2 you are dissatisfied with them, we would like to If you hear prefer, from or if you. you are not This happy leaflet with the outlines action taken our locally, please write to our Complaints Complaints Officer: Procedure and how to complain if you are not satisfied with the service you have received. Assistant Chief Fire Officer (Safety Services) Northern Your Fire Ireland & Rescue Fire & Rescue Service Service is here to create a safer Northern Ireland and Headquarters we would like to hear from you if you have any comments which you 1 Seymour would like Street to make about our service to you. Lisburn BT27 4SX NIFRS Corporate Management Team or via email to: customerscharter@nifrs.org Complaints can also be made under the NIFRS Equality Scheme using the details above. 14 2
The Complaints Process We will acknowledge your complaint within 5 working days of receipt. Normally, you will be given a full written explanation within 15 working days. However, for more complex complaints it may take longer than this to complete an investigation. In such cases you will be kept informed at each stage of the investigation until the matter has been resolved. All complaints are dealt with impartially, in confidence and investigated thoroughly. We aim to:- 1 Provide and maintain an efficient and effective fire and rescue service which is responsive to the needs of the Community in Northern The Complaints Ireland. Ombudsman If you feel a complaint has not been dealt with to your satisfaction there is an 2 Reduce the incidence of fire and other emergencies by the provision independent avenue for taking it further through the Northern Ireland Ombudsman. of an efficient and effective safety education, advice and legal You can enforcement contact the service Ombudsman by writing to: The Ombudsman Freepost 3 Deliver BEL 1478 excellence through a visible commitment of continuous Belfast improvement and quality frameworks, processes and systems and BT1 6BR implementing a Business Improvement Strategy for NIFRS. Or 4 by phoning Provide 0800 a well 34 equipped, 34 24. skilful and highly motivated workforce, able to work safely and competently, whose composition reflects the Further diverse details are community available we at http://www.ni-ombudsman.org.uk/ serve and whose commitment is to achieve their highest personal potential and optimum performance. 5 Provide a service that provides value for money and is committed to quality and continuous improvement. 6 Contribute to a safer environment for our communities by implementing NIFRS environmentally-friendly initiatives in line with Government legislation, policy and targets. 15 3
Protecting Our Community You can obtain a copy of this leaflet, on request, in alternative formats such as large print, Braille, disc and audio cassette to meet the needs of those who are blind or visually impaired, and in minority languages to meet the needs of those who are not fluent in English. For further information, please contact: Corporate Communications Manager Northern Ireland Fire & Rescue Service 1 Seymour Street Lisburn BT27 4SX T: 028 9266 4221 F: 028 9267 7402 www.nifrs.org