Customer Charter

The Joined Up for Jobs Customer Charter Award encourages providers to share best practice and work together to ensure the needs of all stakeholders are met and to a standard befitting Scotland’s capital city.

The number and type of services in Edinburgh changes each year and as such, it is important that all services have a quality mark they should aim to achieve. The Customer Charter will ensure customers across all providers receive a good quality service, be that for those requiring short interventions to find work or longer-term support to remove barriers and progress along the Strategic Skills Pipeline.


The Charter is built on six key principles, which all providers are expected to consider when delivering their service to customers:

  • Accessibility
  • Customer Focused
  • Maintaining Partnerships
  • Employer Engagement
  • Privacy
  • Fair Work

This document will capture how all providers meet these principles, with all providers who are contract managed by Capital City Partnership expected to gain Charter status. In the application, you will be asked to provide a short statement on how you meet each of the principles. The information you provide will be assessed by a member of the team within Capital City Partnership and a decision made on charter status. Once approved, all Charter awards will be confirmed on the JUfJ website, with all providers being awarded a certificate to be displayed on their premises.

Information will also be used during annual audits, with checks being made on policies and procedures as well as on files and evidence linked to clients and outcomes. This may include being asked to present evidence which supports the statements made in this application.

To apply for the Customer Charter, please complete the document below and email to If there are any issues or questions you would like to raise please do not hesitate to get in touch prior to submission.

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