Policies and procedures

We are an independent, federated charity, part of a network of Home-Starts across the country and a member of Home-Start UK.

We are registered with the Charity Commission and is a company limited by guarantee. Registered charity number 1153287.

Read about our trustees, committees and ambassadors.

Home-Start Hertfordshire is proud to be a part of the Home-Start network. As well as giving us access to specialist support and collective influence, our membership ensures we are assessed under the Home-Start Quality Assurance (HSQA) Standard.

The framework is a bespoke system and encompasses ten standard areas:

Family Support
Equality, Diversity and Inclusion
Operating a Home-Start
Quality & Impact
Protecting Families
Money & Funding
Staff & Volunteers
Governance & Leadership
Brand, Communication and Digital
Partnership & Influence

In our day to day work we use self-assessment to ensure all aspects are adhered to and these are regularly reviewed by the Trustee Board. This allows us to flag issues before they become serious and respond in a timely fashion. It also enables us to develop a culture of self-improvement in which trustees, staff and volunteers thrive. The system incorporates the principles of ISO9001 and Investors in People and our compliance is routinely reviewed by Home-Start UK’s ISO accredited quality assurance specialists.

Complaints

We value feedback from all supporters, beneficiaries, and members of the public. This form helps us handle your concern promptly and fairly.

How We Handle Complaints

We will acknowledge receipt within 10 working days and where possible we will aim to resolve it within this time frame.
If you are dissatisfied with our response, you can request a more detailed investigation and appeal the findings of that investigation.
If you remain unhappy, you may escalate your complaint to the Fundraising Regulator (for fundraising matters) or the Charity Commission (for serious governance concerns).