What to Expect

When you access our service, you can expect us to:

• Treat you with dignity, respect and understanding.
• Provide a safe, welcoming and non-judgemental environment.
• Listen to your experiences and work with you to identify your needs and goals.
• Offer clear information about the support available and any limitations of our service.
• We will initially contact you using your preferred method and will do our best to continue communicating with you in this way. However, once you have got to know us, there may be times when we use other methods of contact to provide a quicker response or ensure important information reaches you promptly.
• Deliver support that is consistent and person-centred.
• We will seek your feedback and use it to improve our services.
• We will respect your privacy and maintain confidentiality unless we have safeguarding concerns.
• Signpost or refer you to other services where appropriate.

     To help us provide the best possible support, we ask that you:

• Treat our staff, volunteers and other clients with courtesy and respect.
• Attend appointments on time and let us know as soon as possible if you need to cancel or rearrange.
• Respond to calls, emails, texts or messages from our team wherever possible. We use a range of ways to keep in touch and may be unable to progress support if we cannot reach you.
• Engage with the support offered and be open and honest about your needs.
• Provide accurate and up-to-date information where required.

 Please note:

• We are not a crisis or emergency service. If you require urgent support, please contact your GP, NHS 111, emergency services, or another appropriate crisis service.
• Support is provided by appointment only. We do not offer a drop-in service.
• We have a zero-tolerance approach to abusive, threatening or aggressive behaviour towards our staff, volunteers and other clients.
• Missed appointments have an impact. If you cannot attend, please let us know as soon as possible. Missed appointments reduce the time and funding available to support others who are waiting for help.
• We may close or pause referrals where we are unable to make contact after multiple attempts. This helps us ensure our services remain available to those who are actively engaging with support.