The Lottery Fund

Quality

The ambition of the New Forest Advice Network is to ensure a consistency of quality across the range of advice services provided. We seek to support our members to continually aspire to the highest quality standards but equally to help them demonstrate this effectively to clients, partners and funders.

The context

There is no single industry-wide quality standard or mark. Some national organisations such as Citizens Advice and Age UK maintain their own internal quality standards and systems. There are also various models and quality marks existing for advice agencies and other areas of support work. This table produced by the learnEAST project gives an overview of some of these.

The main independently assured quality mark for advice services is the General Help Quality Mark. As of 24th April 2012 the Advice Services Alliance took over ownership of the General Help Quality Mark from the Legal Services Commission. It will now be known as the Advice Quality Standard. Further information can be found on the ASA website.

The national Working Together for Advice Project (WTFA)  funded by the Big Lottery had a workstream dedicated to developing a new quality standard for the advice sector, to replace the CLS General Help Quality Mark.

As well as developing standards to ensure advice agencies are well run, the project sought to devise criteria for assessing the quality of advice given to clients. A lot of work was completed including a Quality Standard and Service Standard, Definitions and pilot assessments. Unfortunately there is not currently the funding available to set up an auditing body but the materials and evaluation of the project are still available at the Advice Services Alliance website.