Statement of Expectations
Service Users
A shared and clear understanding of roles and responsibilities by both Aerobility and our service users is required if we are to provide our services with a consistent high quality. This document sets out these non-contractual expectations. It is not a contract, implied or otherwise and offers no guarantee or perpetuity of service provision to service users. The expectations set out below are the arrangements between Aerobility and Aerobility service users.
As a service user of Aerobility’s Charitable services, you agree to adhere to the expectations set out in this document.
A service user is defined as an individual who receives charitable benefit from Aerobility through its Flight, Advocacy and Educational programmes.
All Aerobility service users are expected to:
Respect the visitors, people and work of Aerobility and not bring the charity into disrepute.
Abide by Aerobility’s primary ethos: Aerobility has zero tolerance for discriminatory, aggressive, threatening, harassing, or abusive behaviour whether verbal, written, physical, or online.
Adhere to organisational policies and procedures
Make the most of training and support opportunities
Participate in activities in a way that reflect the aims, values and missions of the charity
Carry out tasks within agreed guidelines
Be reliable and honest
Aerobility is expected to:
Provide support and supervision
To operate in an ethical and transparent manner
Continually review its policies and programmes to the betterment of the charity and its service users
Communicate all decisions to the service user expediently
In the event that Aerobility deems that the service user has behaved in an inappropriate manner or by virtue of their actions, have brought the charity into disrepute, Aerobility reserves the right to immediately suspend the service user’s access to the charity, its services and facilities. In this event, Aerobility will always act fairly in the balanced interests of all and will always communicate its decisions to the service user, explaining the reason and duration of the suspension.
Document: Statement of Expectations – Service Users
Version: 2.0
Creation date: 01 October 2025
Review date: 15 October 2027