Our People

Charters, Policies & Statements

Client Charter

Lee Valley Estates is committed to providing high quality, professional and efficient services that are relevant to individual needs.

When using the organisation's services clients can expect:-

To be dealt with courteously and efficiently
To have any queries dealt with effectively
That the advice and help given to clients will be independent and in the clients' best interests
To be treated with equal consideration and respect
That information provided to LVE's staff is confidential and only specific data will be shared with contractual funding organisations
To recieve a response to any written complaint within seven working days
That LVE's staff will adhere to the principles and requirements of the organisation's Quality Policy

Our Commitment to Clients

We are committed to continuous service improvement. However, should the service not meet your expectations, we would welcome your comments and suggestions for improvement.

If we exceed your expectations then we would also be pleased to hear from you so that we can compliment the people involved and build on the experience for the future.

Would you please send your feedback to Michael Polledri, Chairman, Lee Valley Estates, Heron House, Hale Wharf, Ferry Lane, London N17 9NF.

Clients' Code of Professional Conduct

What we expect from our clients:-

To be courteous at all times
To make every reasonable effort to arrive on time for an appointment
To pay prompty for all relevent services undertaken
To be successful . . . and let us know when you are!
Let us know if we are not doing a good job

Corporate Statement

Lee Valley Estates is an Equal Opportunity organisation
LVE is commited to the promotion of good practice in Health & Safety
LVE believes that to achieve its objective it requires to operate a policy of developing its staff at all levels
LVE recognises its duty to preserve the environment in which its staff and clients live and work, and pursues actively a policy of energy conservation and waste minimisation
LVE realises the importance of local purchasing and pursues a policy of purchasing from suppliers based in its area of operations as far as this is fitting with achieving value for money

Data Protection Policy Statement

Data Protection Act 1998

The purpose of this act is to protect information held about people on computers and to provide a framework of standards, which govern the processing of such information by law.

Under the Act you are entitled to access personal data held about you on computer by the Company and to have any inaccuracy erased or corrected. The Company policy is to be quite open about the reasons why it is necessary to collect personal data.

Confidentialtiy Policy Statement

All staff are required to treat any information regarding the business of a client, customer or Partner as strictly confidential. For contract purposes, from time to time, we are obliged to pass information to our funders.

Quality Service

All the organisation's staff are fully committed to the provision of client-led services and continuous quality improvement.

Health and Safety Policy

It is the LVE policy that an environment is created and maintained which is both safe and healthy for the benefit of all clients and employees. The prevention of accidents particularly those involving injury to the person or damage to equipment and property, is recognised as being essential to efficient operation as well as to avoid hardship and suffering.

Company Health and Safety Policy Statement

The safety of the individual is important and must be considered along with the needs of the business. All LVE employees should ensure that reasonably practicable safe methods and conditions of working are maintained and comply with statutory regulations and employers's duties.

Employees and clients are reminded that under Section 7 of the Health and Safety at Work Act 1974 it is their duty to act with due care for the Health and Safety and Welfare of themselves, other employees and clients and other persons who might be affected by their activities and for the avoidance of damage they should:

Comply with the instructions and procedures isssues from time to time
Report to a member of staff any incidents which have led or might lead to injury or damage
Report to a member of staff any defects in plant and structures, equipment or safety procedures which come to their notice
Co-operate with an investigatin which may be undertaken with the object of preventing accidents or recurrence of accidents

New Legislation

LVE with ensure that all new relevant legislation is implemented and adhered to as it is introduced.

Accidents

If you are involved in any accident on the premises, however minor, you must report this to a member of staff. You should also report to a member of staff any accident involving any other person on the premises and ensure that all such accidents are recorded on the Accident Form held at Reception.

Environment Policy Statement

LVE, as a leading member of the business community, recognises its corporate responsibilities towards the environment and the community in its various roles as an investor, employer and consumer. We believe in the importance of environmental protection and improvement. We believe that the pursuit of best environmental practice makes sound commercial sense.

We recognise that our business activities have direct and indirect environmental impacts, and endeavour to manage these in a responsible manner. We are committed to a programme of continuous improvement to minimise our impacts on the environment and will also encourage our business partners and members of the wider community, of whic we are a part, to reduce theirs.

Our business units will seek to apply best practice in environmental management. Through its environmental programme we will strive to:

Integrate environmental considerations into all aspects of our business including development and implementation of corporate policy, business decision making, development and delivery of insurance/investment products and servcies and purchasing & supplier management
Exploit opportunities to maximise efficiency and minimise environmental impact through our working practices, in areas such as energy management, paper usage, waste reduction, recycling and communications
Manage our buildings and facilities by integrating measurable, monitored environmental actions into our business plans
Develop human resources policies whcih will raise awareness, encourage and enable staff to make an effective contribution to environmental improvement, both in work and within the local community
Promote environmental best practice amongst our clients and the broader community, as appropriate
Participate in external initiatives designed to improve environmental awareness and performance

As a company/organisation, we fully recognise that we each have our part to play in contributing to environmental improvement. We readily accept our corporate commitments and will continously work to demonstrate responsibility in all environmental, social and community issues.

Equal Opportunity Policy Statement

Lee Valley Estates is an Equal Opportunities organisation and wishes to ensure that no one in our society, groups or individuals, is discriminated against on the basis of race, sex, marital status, disibility, sexuality, age and political or religious beliefs.

Definitions

Direct discrimination. This is when one person is treated less favourably than others (in the same cirumstances) on the grounds or sex, race, colour, national or ethnic origin, marital status, sexuality, disability, class, age or political or religious beliefs.

Indirect discrimination. This means applying a condition or requirement which adversely affects one particular group considerably more than another, and cannot be strictly justified in terms of requirements for performing the job.

General Statement of Policy

LVE believes that its policy and practice are a means of maximising the effective use of human resources in the best interests of the organisation, its employees and its clients.

All members of staff employed by LVE and all applicants for employment will be given equal opportunity, irrespective of their race, sex and marital status in all aspects of employment and training.

All LVE's clients will be given equal opportunity to take advantage of the organisation's services, irrespective of their race, sex and marital status in all aspects of the employment and training.

LVE's premises will facilitate access to people with physical disabilities.

LVE is committed not only to the letter of law, but also to the promotion of equality of opportunity in all fields.

Staff employed by LVE shall be made aware of the provisions of this policy on the commencement of their employment.

This equal opportunity policy will be reviewed from time to time.

Disability Statement

LVE is committed to providing equality of access to all its services and to vacancies which arise within the company. We guard against the possibility of any discrimination to clients, employees or potential applicants on the basis of disability and actively promote equal opportunity in all fields.

Monitoring

The Chairman is the person responsible for monitoring the effectiveness of the equal opportunity policy.

Where it appears that any employee(s)/applicant(s) or client(s) are not being offered equal opportunities, the circumstances will be investigated by the Chairman to see if there are any policies or criteria which exclude or discourage employees and, if so, whether these policies and criteria are justifiable. Appropriate action will be taken where necessary to redress the effects of any policy or criteria, which are found to have justifiably limited the provision of equal opportunities.

Particular care will be taken to deal effectively with any complaints of discrimination and sexual harassment, which should be pursued through the Grievance Procedure.

The Sex Discrimination Act provide protection for individuals who have done nothing n good faith by reference to the Sex Discrimination or Equal Pay Acts.