Frequently asked questions

What’s happened to the Independent Lives website?

We have launched a brand-new site aimed at making it easier for people who are new to Independent Lives to understand who we are and what we do. The new site has a fresh new feel and is designed to be easier to use across a range of devices. We have also worked hard to make our site accessible to as many people as possible.

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I’m already an Independent Lives customer, what about me?

Earlier this year we launched a brand-new sister site aimed at our existing customers - PA Pages. Alongside launching a new website, we have made significant improvements to PA Pages. If you receive a Direct Payment or work with someone who does, then PA Pages is your one stop shop. The site includes:

• A database of information and advice called advice hub. You can use filters or the search bar to find exactly what you want, you can even convert articles to PDF, email them or print them with the click of a button.
• We have made it easier to book training through PA Pages and even added a new events section. We have also added the option to take part in e-learning, meaning you can learn new skills at your own pace at a time and place that suits you.
• Earlier this year, PA Pages launched with a directory of jobs which personal assistants could apply for and a directory of personal assistants who are available for work. We have made some improvements to these pages making it easier to use and manage.

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Independent Lives is a charity, is all this work costing lots of money?

We have changed the organisation we work with on our websites. In the long run, this means that we will actually be saving money, money which we can reinvest in providing support to the people who need it the most. Our new website partners are a non-profit who specialise in working with charities just like us. The sites they have helped us to build have far greater flexibility than our previous website, this means it will be easier to respond to our customer and grow the site based on people’s needs.

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I’m struggling to find what I need on the new sites, what should I do?

We understand that making changes to our website may temporarily make it harder for some people to find what they need, especially if they are used to the old site. However, we believe that in the long run, the sites will be easier to use and make life easier for the people who use them.

If you are struggling then we are on hand to help you, you can call our advice line on 01903 219482 (option 3) between 8am and 5pm, Monday to Friday or you can email [email protected]. Our staff will be more than happy to answer your questions and get you what you need.

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Will you be making any more changes to the website?

We are always looking to make improvements to our website, and you may see some minor changes from time to time. We are also looking at what we can do to make PA Pages even better, this may include an online chat function so you can speak directly to a member of staff and new ways for payroll and banking customers to complete documents and sign forms.

We would really love your feedback though. Independent Lives is led by the people who use our services, and your voice really matters. If there is a part of the site that isn’t working as well as you think it could or you have an idea for something that would help others, then please let us know. You can speak to any member of staff about your ideas, or you can email them to [email protected].

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I’m not happy with the changes you have made and would like to complain

Independent Lives supports thousands of people every year and it can be hard to account for every bodies individuals needs and circumstances. If you are finding the changes to our website difficult to manage then we really want to hear from you, the feedback you give us could help us to improve not just the service you receive but how we deliver support to others as well.

We store a full copy of our comments, complaints and feedback policy on our website which you can view here. You can also contact us directly by emailing [email protected] or by phoning 01903 219482.