Our Promise To You

Brent Adult and Community Education Service (BACES) is a learning community where staff and learners can expect to be treated with respect and consideration.

Our Mission….

BACES is committed to encouraging and enabling adults to achieve through quality learning opportunities with appropriate support, thus promoting equal opportunities and widening participation. This learner charter sets out the standards of service we aim to give.

Telephoning Us

When you telephone us we will:

1. Answer your call promptly during opening hours.
2. Greet you in a polite and courteous manner.
3. Be professional at all times.
4. Be helpful and aim, wherever possible, to resolve your enquiry straight away.
5. Only use an answer phone or voice mail in exceptional circumstances.
6. Reply to all answer phone or voice messages within 24 hours, or the next working day if left over a weekend or bank holiday.

1. Be greeted on your arrival by staff wearing clearly visible name badges.
2. Your enquiry will be dealt with promptly.

1. Acknowledge the issue you raise and respond within 15 working days.
2. Ensure our reply is written in plain English and includes a contact name and a direct dial telephone number.

1. A choice from a broad range of accredited and non-accredited courses at centres around Brent. These will be published in a free annual brochure, available from a range of Brent Council offices.
2. A course information sheet giving details of the aims, content, assessment methods, progression routes and costs of the course, within 5 working days of making the request.
3. Find out how to get more detailed information about your learning choices.
4. A welcome pack containing information on term dates, teaching and learning expectations, facilities at BACES, what to do if you’re not satisfied, costs and health and safety.
5. Advice on the support you can get whilst studying with us, for example crèche facilities, access funds, additional learning support.

1. A punctual start to classes.
2. Notification at the earliest opportunity of any re-scheduling, postponement or cancellation of classes.
3. An introduction from the tutor to BACES, the centre and to the course.
4. A discussion about your learning and support needs, including more detailed assessment where relevant within the first 2 weeks of the course.
5. High quality teaching from well-trained and suitable qualified tutors.
6. A review of progress within the first 6 weeks of the course, and constructive support and feedback on achievements.
7. Course work marked and feedback given within 2 weeks of handing in your work.
8. A discussion about the next steps after completing the course.
9. A learning environment, which is safe, respects cultural diversity and is free from discrimination.

1. Offer a suitable alternative within 5 working days.
2. Refund any course fees you have paid, minus the costs of any sessions completed within 15 working days of
   closure of the course.

1. Pay your fees promptly.
2. Be on time for courses.
3. Switch off mobile phones whilst you are in classes.
4. Show a commitment to attend and study regularly.
5. Let us know if you are going to be absent.
6. Treat equipment and buildings with care.
7. Treat other learners and staff with respect and consideration.

1. Giving the tutor constructive feedback on your course.
2. Completing any learner surveys we conduct
3. Attending any discussion groups we run.
4. Using the suggestion forms in all main centres. We will give feedback to your suggestions within 15 working days.