David Lloyd Fulham

We have been working for older people for over twenty seven years and provide a wide range of practical services and activities that promote wellbeing and independence. We aim to promote the wellbeing of older people and to help make their life fulfilling and enjoyable experience. We are committed to reducing poverty and fighting disadvantage, defeating ageism and recognising diversity, addressing social exclusion and promoting more effective and responsive public services for older people. Age UK Hammersmith and Fulham is a local partner of Age UK, and is expected to fulfil its commitments within a national framework by working within the Age UK Quality Framework. Our Customer Care Charter The purpose of this charter is to describe what customers can expect when accessing our services. The charter is a statement of our commitment to providing excellence in quality services. 1. We value you as an individual and we will always treat you with respect, dignity, honesty and courtesy. 2. We will listen to your needs so that we can provide the best possible services. 3. We will ensure that our services are accessible and available to all people in later life. 4. We will answer the telephone quickly, within 5 rings wherever possible, and give our name when answering the telephone. 5. We will answer letters within 7 calendar days. 6. We want you to tell us how we are doing so that we can continually improve our services. Our vision A community in which older people flourish and where older people will • Be equal citizens with equal rights • Have enough money for a secure and decent life, and have access as consumers to the products and services they need at a price they can afford • Have access to the healthcare and social care they need • Have the opportunity to live healthier longer lives and to enjoy a sense of well-being • Live in homes and neighbourhoods that are safe and comfortable and which enable them to lead fulfilling lives • Have opportunities to participate and contribute as volunteers, active citizens, good neighbours, family members, and workers • Enjoy the benefits of longer life, wherever Our values The older person is at the centre of all we do. We encourage and enable the active participation of older people in the development and design of our services and we strive to create a supportive environment within which people can develop and realise their individual and collective potential. • Enabling - We assist older people to live independently and exercise choice • Influential - We draw strength from the voices of older people and ensure those voices are heard • Dynamic - We are innovative and driven by results and constantly deliver for older people • Caring - We are passionate about what we do and care about each individual • Expert - We are authoritative, trusted and quality orientated

We make sure young people don't face cancer alone. We achieve this by empowering young people and their families to deal with the many ways that cancer can screw up your body, your mind and your life. Working in partnership with the NHS, we bring young people together so they can support one another. From the moment cancer is diagnosed until long after treatment is over, we're here! Every day we make positive changes in different ways - from answering questions about treatment or relationships to specialist nursing care. We're encouraging young people with cancer to deal with their worries together, explaining complex medical language, and giving young people the confidence to talk to their employers about what’s going on. Whatever we do, we’re here to make sure young people always have someone to turn to. Our 28 purpose-built NHS wards across the UK feel like a comfy home rather than like a hospital ward. And they bring young people together, because talking to someone who knows what you’re going through is a sure way of feeling less alone and more normal. Soon, we're creating more opportunities for young people. Our teams of expert staff will be travelling to other hospitals and young people’s homes to make sure we reach everyone who needs us, wherever they live. As well as being here for young people after diagnosis, we spread the word about the impact of cancer on young people in all sorts of powerful ways. We put on engaging presentations in schools and publish a wide range of no-nonsense information resources. What's more, we share our knowledge with medical professionals and politicians so they understand why young people with cancer need specific support. Thank you so much - with your help, we can continue making sure young people don't need to face cancer alone.