Our commitments

We change lives by providing access to justice and equality in Norfolk.

We are committed to

High-quality specialist advice to the people of Norfolk

To make sure our services are inclusive and accessible to all

To listen and change our services where needed

To be a fair and just voice for the people of Norfolk

To be an inclusive, diverse and effective workplace

Our client service standards

Our Client Service Standards describe how our clients can expect to be treated by staff and volunteers of NCLS and sets out what is expected of our clients in order to achieve the best possible outcomes.

You can expect us to…

Assist you in a respectful and helpful manner, as quickly as possible
Use clear and plain language
Identify ourselves when we answer a telephone call or meet with you
Respond to telephone messages or emails as soon as possible
Listen to you and take your views into account
Keep appointments or contact you as soon as possible if these need to be rearranged
Keep your information confidential and private
Provide you with necessary and relevant information
For all services, provide you with confirmation of the advice given in writing when appropriate. The exception to this is our Free Legal Advice (FLA) service, where a copy of the notes of your query will only be provided on request
Provide to you in writing agreed actions and responsibilities
Respect cultural and religious diversity
Respond to your cultural and language needs
Make certain that people with disabilities can access our services

We ask that you…

Speak with our staff and volunteers politely and with respect
Let us know if you are unable to attend an appointment
Provide us with accurate and up-to-date information when requested
Carry out any actions agreed with you
Tell us as soon as possible if your circumstances change
Let us know if you need any extra help in understanding or accessing our services
Let us know if you need an interpreter to use our services

You are an absolute angel in disguise. It’s a weird feeling, like I can breathe again after a long time. You really have helped sort a lot of my stress. I’m lighter, a fresh start. Honestly can’t thank you enough.
Client testimonial