Revised Charter Mark Criteria
  Criterion 1 – Set standards and perform well

1.1 You set precise and measurable standards for the main elements of your service that reflect the needs, expectations and rights of your customers and the general public.

1.2 Your standards actively influence your organisation and you perform well.

1.3 Your standards are relevant to the people who use your services, and your customers, potential customers, partners and staff know about the standards

Criterion 2 – Actively engage with your customers, partners and staff

2.1 Consulting customers, partners and staff is a central part of your organisation.

2.2 You provide reliable and wide- ranging information for customers about all aspects of your organisation and services.

2.3 Your information meets the full range of your customers’ needs, abilities and preferences.

2.4 You work effectively with other providers to improve access and services for customers from all sections of the community.

Criterion 3 – Be fair and accessible to everyone and promote choice

3.1 You widely publicise access to your services and their availability.

3.2 Your services meet the needs of customers.

3.3 You have responsive equal opportunities and disability policies for delivering your service, and you put these into practice.

Criterion 4 – Continuously develop and improve

4.1 Continuous development is built into your organisation.

4.2 Your services and facilities have developed and improved.

4.3 You deal effectively with complaints, compliments and suggestions, and act on them to improve your service.

Criterion 5 – Use your resources effectively and imaginatively

5.1 You manage your resources effectively

5.2 Your organization puts a priority on value for money.

Criterion 6 – Contribute to improving opportunities and quality of life in the communities you serve

6.1 You are aware of the impact and potential usefulness of your organisation in the communities you serve and you have explored opportunities to enrich those communities.

6.2 You have achieved positive results from your involvement with the community.