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Developing a Quality Mark

Why develop a new Quality Mark?

One of the aims of the Working Together for Advice (WTFA) project that ran until September 2010 was developing a nationally-recognised cross-sector quality scheme which would:

  • provide a measurable quality standard for the entire not-for-profit advice sector
  • be attainable by all types of advice providers
  • focus on the quality of advice.

As a result of this work, a new Quality Mark framework has been developed that consists of a "quality of advice" standard and four service standards covering areas such as case file management, people management, access to the service, management of the organisation.

The distinctive feature of the new Quality Mark is that it includes an assessment of the quality of the advice given. Extensive work with 20 pilot agencies has shown that external peer review is the most effective way of assessing quality of advice: i.e. whether the advice given (and any action taken for the client) is accurate, appropriate, comprehensive, and provided in time for the enquiry to be resolved.

What did the project achieve?

The major achievements include tasks which were not envisaged when the project started and represent a consensus which the project has achieved between all participating networks. These are:

  • final versions of the quality of advice and service standards
  • procedures and documentation for the assessment and audit processes
  • guidance and training materials to support quality assurance development within advice agencies and networks.

For further details of what has been achieved to date, see the attached final briefing.

What remains to be done?

Before the New Quality Mark can be launched to replace the General Help Quality Mark, further work is needed to ensure that procedures for selecting file samples for peer review and the method of scoring are rigorous and equitable between all types of advice service. The final step will be to establish an audit and awarding body which will manage the application and accreditation process. The Advice Services Alliance is seeking funding to conclude the outstanding work. 

What's happened to the General Help Quality Mark?

Please click here to find out about current arrangements for applying for and auditing the CLS Quality Mark. 

Access to the documents produced by the Quality Mark workstream

These procedures and guidance materials produced by the Quality Mark workstream are now available (the link will take you to the website of the Advice Services Alliance).

Do you need help with quality assurance?

If so, please contact us at development@adviceuk.org.uk or by phone on 020 7469 5700.

Attached documents