The IAG team, the Adult Learning Team and the Directorate of Learning Standards of the Trust will be working together to make the Service more effective.

If you think you may need any of the services provided, you can get more information from the Learning Trust at 1 Reading Lane, London E8 1GQ.

If you already use the Information, Advice & Guidance Service, your contact person in the Service will be able to find the right person to help you.

We will also give you information about how to get in touch with voluntary and community groups.

Enquiries
When you telephone us on (020) 8820 7168 we will make every effort to answer you call within six rings. In any event, an answer phone will be available at all times on (020) 8820 7175 for you to leave a message. We will also give you an appropriate telephone number if we cannot answer your query.

Standards

• We will answer your calls within six rings, providing there is someone in the office
• We will acknowledge your letter within five working days
• We will send a full response to your written letter within 14 working days.

Information about our Service

You will find information about our Service:

• In the Yellow Pages
• The Thompsons Local Directory
• First Stop Shops
• Libraries
• GP Surgeries and Health Centres
• Citizens' Advice Bureaux
• Benefits Agency
• Employment Service
• Voluntary Groups and Agencies and
• Local Further Education Institutions

Standards
The IAG Service will give you up-to-date and accurate information in print, on CD Rom or on computer. You will have access to a photocopier and printer so that you may take information away with you. We are sorry, but the information is only available in English. However, should you have a language or other special needs, you can bring a 'friend' with you to act as interpreter or advocate.

The Service has written information on the services provided:

• How to use the Service
• Who may qualify to use the Service
• Whether you may have to pay for these services and;
• How to make complaints.

Confidentiality and access to records
The IAG Service follow a confidentiality code to make sure we only share information you give us with other staff who need that information so that they can help you.

These services will often need the same information about you. It will help us if we can show this information, but we will need your permission first if we share this information with other groups and providers. This means you will not have to repeat the same information several times.

Standards

• You can expect us to keep all your information confidential.
• We will protect your personal information and not give it to anyone without your knowledge or permission.
• You will be able to look at the information we have about you within 72 hours from the time you ask.