Settle’s pledge to consistent and professional services
At Settle we put residents first and want to provide a service that is as individual as residents’ needs.
We remain focused on providing services that are responsive, respectful, and reliable. Through our commitment to professionalism, we expect all colleagues to demonstrate our values in every interaction.
We’ve listened to residents and know from their feedback that there are areas where they would like to see improvement – especially around communication, consistency, and professionalism. We’ve looked at ways we can improve this to ensure we’re providing a service that aligns with our values. In response, we’ve worked closely with both residents and colleagues to co-design Settle’s Service Styles – a set of commitments that set out clear expectations for colleagues and residents, ensuring a shared understanding of what a great service looks and feels like.
All our colleagues have attended training and made a pledge to live these commitments in their daily roles. They’ll also form part of how we support and measure colleagues in their everyday work, setting a clear standard for excellent service across Settle.
The five core commitments of the Service Styles are:
Own the Experience – Taking responsibility to make sure residents feel informed, supported, and valued, while empowering colleagues to deliver great services.
Proactively resolve issues – Addressing challenges before they escalate, ensuring problems are resolved quickly and effectively.
Great communication at our core – Making communication clear, open, and honest in every interaction.
Professionalism in every interaction – Building trust and confidence through expertise and respectful engagement.
Knowing residents – Using insight and data to ensure services are tailored to resident needs and expectations
