"Group course delay and poor communication"

Dear cricketez75,

We apologise for the inconvenience and stress caused by the delay in the course and the lack of communication regarding the rescheduling. We deeply regret any frustration and worry that this has caused.

We have investigated matter and identified that the delay was a result of unexpected administrative issues, secondary to sickness within the Recovery College team. We are taking steps to address this issue and are in the process of reviewing the way our IT system is used to prevent such incidents from occurring in the future.

To improve communication, I have advised the team to proactively reach out to participants in case of any changes to scheduled sessions. Additionally, we understand the importance of direct communication and have encouraged our staff to make phone calls whenever possible to avoid unnecessary delays and stress.

Furthermore, we are expanding our administrative team to ensure adequate coverage and minimise the impact of staff absences on our courses. This expansion will contribute to a more resilient system and help us avoid issues like the one you experienced.

Your valuable feedback has been relayed to our team, and we are grateful for your insights. It is through feedback such as yours that we can identify areas for improvement and enhance the service we offer. We appreciate your understanding and patience as we work to rectify this situation.

Thank you once again, for bringing this matter to our attention, and we sincerely apologise for any distress caused. Your feedback is crucial in our ongoing efforts to provide the best possible service, and we are committed to making the necessary improvements.

If you have any further concerns or questions, please feel free to reach out to any of the college leads directly. We appreciate your continued support and participation in our groups.

Warm regards,

Thurrock Recovery College

Dear Student,

Good news that we have had our new senior administrator recruited who started with us on 29th of January 2024.

She is currently getting to know all necessary processes via her induction and learns a lot about how to take each individuals' preferred communication method into account when she interacts with the student body.

Our customer service is important to us and enhancing our provision via continuous improvement is what we are striving for.

Decisions were taken to change our usual facilitation platform to a new one which was not fit for purpose and therefore more difficulties to join must have been occurring.

We have returned to our usual way of online delivery and will always try to alleviate any technical issues with you together as our partners.

Kind regards,

Iris Dearne

(Recovery College Lead)