Zero Tolerance Policy
Riddings Park Community Centre, trading as Park View, is committed to providing a welcoming and inclusive environment for all members of the community.
We are thankful to those that work and volunteer to help maintain the centre for the benefit of the residents.
We do not tolerate any abusive behaviour, whether verbal, written or otherwise, directed to our employees, volunteers and committee members. This includes offensive language, threats, intimidation or unreasonable demands.
Our employees and volunteers strive to act in the best interest of the centre and the community it serves. We will not engage with any abusive messages and reserve the right to remove or ban individuals who exhibit such behaviour.
If you have a question or concern, please contact the Venue Manager. We are always happy to listen to feedback and work towards a positive resolution.
Complaints Policy & Procedure
​Why have a Complaints Policy and Procedure?
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The Charity Commission report ‘Cause for Complaint:’ an effective complaints management system is a proven way of maintaining and building relationships with the people on whom the charity depends.
Handling complaints well:
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Demonstrates your commitment to your clients and other stakeholders
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Demonstrates your commitment to providing the best possible service
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Helps you to find out about things that have gone wrong so you can amend them
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Helps you to prevent further instances of wrongdoing in the future
Riddings Park Community Centre’s management and trustees are committed to maintaining a strong relationship with the local community and our users.
If any user of Riddings Park Community Centre or member of the local community are unhappy about the service provided, the quality of the facilities, the safety of users, the handling of a particular situation or issue, or any other matter, the Management Committee would wish to work to rectify this.
Riddings Park Community Centre Management and Trustees believe that most complaints can be resolved satisfactorily by informal discussion either over the telephone or through a meeting with the people involved.
Our Policy
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To provide a fair complaints policy which is clear and easy to use for anyone that would like to make a complaint.
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To publicise the existence of our complaints policy so people know how to contact us and make a complaint.
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To make sure everyone in Riddings Park Community Centre knows what to do if a complaint is received.
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To make sure all complaints are investigated fairly and in a timely way .
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To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
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To gather information which helps us to improve what we do.
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Definition of Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Riddings Park Community Centre.
Where Complaints Come From
Complaints may come from any person or organisation who has legitimate interest in Riddings Park Community Centre.
A complaint can be made verbally, in person, on the phone, written or by email.
Responsibility
Overall responsibility for this policy and its implementation lies with Riddings Park Community Centre Trustees.
The policy is reviewed annually and updated as required.
Adopted on: 17th July 2024
Last Reviewed:
Publicised Contact Details for Complaints
Written complaints may be sent to Riddings Park Community Centre, West Street, Riddings, DE55 4EW or by email at enquiries@riddingsparkcommunitycentre.com
Verbal complaints may be made by phone or in person to the Venue Manager Louise Edwards on 07506870766.
Recieveing Complaints
Complaints received by phone or in person need to be recorded.
The person who receives a phone or in person complaint should:
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Write down the facts of the complaint
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Take the complainant's name, address and telephone number
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Note down the relationship of the complainant to Riddings Park Community Centre
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Tell the complainant we have a complaints procedure
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Tell the complainant what will happen next and how long it will take
Where, appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant's own words.
For further guidelines about handling verbal complaints, see Appendix 1
Resolving Complaints
Stage One
In most cases, a complaint is best resolved by the person responsible for the issue being complainned about. If the complaint has been recieved by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
The complainant will be sent a complaints form in which they will need to complete and send back to continue with the complaints process.
Whether or not the complaint has been resolved, the complaint information should be passed to the Chair of Riddings Park Community Centre within 14 days of receiving the completed form.
On recieving the complaint, the Chair should make note of the date and time of receiving it in the next available committee meetings minutes. If it has not already been resolved, the delegate an appropriate person to investigate it and take appropriate action.
If the complaint relates to a specific person they should be informed and given a fair opportunity to respond. An offer of a meeting between the two parties will be made.
Complaints should be acknowledged by the person handling the complaint within 14 days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.
Ideally complainants should receive a definite reply within four weeks. If it is not possible because the investigation is not complete, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or the the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complaintant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Committee Level, within a Trustee Meeting. At this stage the complaint will be sent to the Chair of the Charity.
The Chair may investigate the facts of the case themselves or delegate a suitably senior person to do so.
If the complaint relates to a specific person, they should be informed and given further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within four weeks. If it is not possible because for example, an investigation has not been completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action take to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Committee decides it is appropriate to seek external assistance with resolution.
External Stage
The complainant can complain to the Charity Commission at this stage.
Variation of the Complaints Procedure
The Charity Managment and Trustees may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not have the Chair as the person leading a Stage Two review.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Appendix 1 – Practical Guidance for Handling Verbal Communication
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Remain calm and respectful throughout the conversation
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Listen – allow the person to talk about the complaint in their own words. Sometimes a person just wants to “let off steam”
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Don't debate the facts in the first instance, especially if the person is angry
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Show an interest in what is being said
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Obtain details about the complaint before any personal details
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Ask for clarification whenever necessary
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Show that you have understood the complaint by reflecting back what you have noted down
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Acknowledge the persons feelings (even if you feel that they are being unreasonable) - you can do this without making any comment on the complaint itself or making any admission of fault on behalf of the organisation
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For example, “I understand the situation is frustrating to you”
Ask the person what they would like done to resolve the issue
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Be clear about what you can do, how long it will take and what it will involve
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Don't promise things you can't deliver
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Give clear and valid reasons why requests cannot be met
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Make sure that the person understands what they have been told
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Whenever appropriate, inform the person about the available avenues of review or appeal
GDPR Policy
Summary of how we use your data
Riddings Park Community Centre uses your personal data to manage and administer the hiring of facilities at the venue, your involvement with it and to keep in contact with you for these purposes. Where we rely on your consent, such as any consent we seek for email marketing, you can withdraw this consent at any time.
What does this policy cover?
This policy describes how Riddings Park Community Centre (also referred to as “RPCC”, “we” or “us”) will make use of the data we handle in relation to the hiring of RPCC facilities.
It also describes your data protection rights. Including a right to object to some of the processing which we carry out. More information about your rights, and how to excercise them, is set out in the “What rights do I have?” section.
We reserve the right to amend this Data Privacy Policy from time to time without prior notice. You are advised to check our website or our noticeboard regularily for any amendments (but amendments will not be made retrospectively).
We will always comply with the General Data Protection Regulation (GDPR) when dealing with your personal data. Further details on the GDPR can be found at the website for then Information Commissioner (www.ico.org.uk). For the purposes of the GDPR, we will be the “controller” of all personal data we hold about you.
What information do we collect?
We collect and process personal data from you when you request details regarding and /or hoire facilities at Riddings Park Community Centre. This inlcudes;
Your name
Yor gender
Your date of birth
Your home address, email address and phone number;
Your marketing preferences, including any consents you have given us;
How do we collect information?
RPCC uses an email and Facebook account to take booking requests.
How do we use this information, and what is the legal basis for this use?
We process this personal data for the following purposes:
As required by RPCC to conduct our business and pursue our legitimate interests, in particular:
We will use information to manage and administer the hiring of facilities at RPCC, and to keep in contact it you for these purposes;
CCTV cameras may be used to maintain the security of our premises and we may use this video to investigate incidents on or around the premises.
For purposes which are required by law:
We may respond to requests by government or law enforcement authorities investigating.
Data Security
RPCC has a duty to ensure that appropriate technical and procedural measures are taken to prevent breaches of data security. These measures will include:
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Physical files containing person data will be kept in a locked cabinet, or a secure area.
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Personal data stored electronically with be password protected, with a strong password.
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Only RPCC will have access to personal information and then only on a need-to-know basis and having given written assurance that appropriate data security measures are in place and procedures observed.
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No personal data will be given over the phone unless there is no doubt as to the caller’s identity and right to access information.
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Information to meet a SAR (subject access request) request will only be released if evidence of identity is provided.
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Consent to retain personal information will be recorded and updated as necessary.
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Email correspondence on behalf of RPCC will use a dedicated email account, not personal emails. Emails containing personal information will be saved into appropriate secure folders and deleted from email in-boxes and deleted files folders.
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Personal data will be stored for only as long as it is needed or required by statute and will be disposed of appropriately.
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The general risk assessment for the management and operation of RPCC will make specific reference to data security.
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Venue accident book records will be stored securely.
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Data security will be included as a regular agenda item at RPCC meetings.
How long will you retain my data?
We process the majority of your data if you are hiring RPCC facilities, and for 5 years after this.
We will retain information held to maintain statutory records in line with appropriate statutory requirements or guidance.
What rights do I have?
You have rights under the GDPR:
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To request a copy of your personal data
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To be provided with information about how your personal data is processed
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To have your personal data corrected
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To have your personal data erased in certain circumstances
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To object to or restrict how your personal data is processed
These rights may be limited, for example, if fulfilling your request would reveal personal data about another person, or if you ask us to delete information which we are required by law to keep or have compelling legitimate interests in keeping.
To exercise any of these rights, you can get in touch with us using the details set out below.
Louise 07506870766
Safeguarding Policy
Introduction
Riddings Park Community Centre (RPCC) is a registered charity (1167906) and will be referred to as the ‘Venue’ for the purposes of this document.
The trustees of the Venue understand that the Charity Commission expects Community Centre’s to prioritise safeguarding within their governance frameworks. This document sets out the safeguarding policy as agreed by the trustees of the Venue and is aimed at
the trustees themselves, hirers, cleaning staff and contractors. This policy refers to children (under the age of 18) and vulnerable adults, and should be viewed in conjunction with the Constitution, and the Health and Safety Risk Assessment.
Background information and definitions
The Charity Commission recommends 9 actions that trustees of charities operating in the UK should take to ensure good safeguarding governance. The Charity Commission covers a vast range of charities, with differing sizes and purposes. Some of these recommended actions may be more or less relevant to the Venue:
1. Ensure the charity has an adequate safeguarding policy and Code of Conduct, with regular reviews and updates.
2. Identify possible risks.
3. Consider how to improve the safeguarding culture within the charity.
4. Ensure everyone involved in the charity knows how to recognise, respond to, report and record a safeguarding concern.
5. Ensure people know how to raise a safeguarding concern.
6. Regularly evaluate any safeguarding training provided, ensure it is current and relevant.
7. Review which posts within the charity can and must have a Disclosure and Barring Service (DBS) check.
8. Have a risk assessment process in place for posts which do not qualify for a DBS check, but which still have contact with children or vulnerable adults.
9. Periodically review the safeguarding policy, learning from any serious incidents or near misses.
The trustees recognise the following types of harm and risk, again some may be more or less relevant in the context of the Venue:
• Sexual harassment, abuse and exploitation
• Criminal exploitation
• The charity’s culture, which may allow poor behaviour and poor accountability
• People abusing a position of trust they hold within a charity
• Bullying or harassment
• Health and safety
• Commercial exploitation
• Cyber abuse
• Discrimination on any of the grounds in the Equality Act 2010
• People targeting the charity
• Data breaches, including those under General Data Protection Regulations (GDPR)
• Negligent treatment
• Domestic abuse
• Self-neglect
• Physical or emotional abuse
• Extremism and radicalisation
• Forced marriage
• Modern slavery
• Human trafficking
• Female genital mutilation
As stated previously, this policy refers to children (under the age of 18) and vulnerable adults. A vulnerable adult being someone who is 18 years of age or older who may need community care services because of a disability (mental or other), age or illness. An adult may also be classed as vulnerable if they are unable to look after themselves, protect themselves from harm or exploitation
or are unable to report abuse.
Regulated activity
A ‘regulated activity’ is something that must not be done by a person who is barred. If they do, it must by law be reported.
For children, regulated activity is divided into work activities and place of work. The activity being carried out by the same person frequently (such as once a week or more), 4 or more days in a 30-day period, or overnight (between 2am and 6am). Certain work activities are regarded as regulated when carried out in specific establishments. These would include:
• Schools
• Pupil referral units
• Nursery schools
• Detention centres for children
• Children’s homes
• Children’s centres
• Childcare premises
For adults, regulated activities are divided into six categories:
1.Providing healthcare.
2.Providing personal care.
3.Providing social work.
4.Assistance with general household matters.
5.Assisting with a person’s own affairs.
6.Conveying a person to a place of social work or care.
Policy principles and procedures
This policy reflects guidance provided by the Government, the Charity Commission and Safeguarding Vulnerable Groups Act 2006. Under the Care Act 2014, the Hall has a duty for the care and protection of adults who are at risk of abuse. In addition, under the Children Act 1989 and 2004, the Hall has responsibilities for the safety and care of children.
This policy and the trustees are committed to the following principles:
• The welfare of the child, young person or adult at risk is paramount.
• All children, young people and adults at risk have the right to protection from abuse.
• Safeguarding is everyone’s responsibility. For services to be effective each organisation should play their full part.
• All suspicions and allegations of abuse must be properly reported to the relevant internal and external authorities and dealt with swiftly and appropriately.
In addition, trustees and anyone else in the Venue (with the exception of private parties with invited family and friends) will not have unsupervised access to children or adults at risk unless appropriately vetted.
The hiring agreement
Although the trustees themselves may not work with children or adults at risk they are responsible for the contracts made with hirers. With the exception of private parties for invited family and friends, where an event includes children and/or adults at risk the hirer must either produce a copy of their own safeguarding policy or confirm that they have understood and agree to adhere to the RPCC’s policy, by making a payment of the hiring deposit. This agreement passes the responsibility for the Venue from the trustees to the hirers for the period of the hire and this includes compliance with all of the RPCC’s policies including safeguarding.
Declaration of Acceptance of Office
When trustees sign the Declaration of Acceptance of Office after each Annual General meeting, it must include confirmation that they have no convictions in relation to abuse.
Demonstration that safeguarding is integral to the RPCC’s governance framework
All trustees will receive a copy of this policy.
In addition to the ‘usual’ agenda, safeguarding will be added as an on-going agenda item.
This policy will be reviewed and updated where necessary on an annual basis, along with the Health
and Safety risk assessment.
Procedure in the event of a safeguarding incident
In the event of a safeguarding emergency (children and adults) call 999
Otherwise contact Louise Edwards (07506870766)
Cleaning staff at the Hall
Louise Edwards will advise the cleaning staff of this policy and will ensure they understand the relevance to them whilst in the Venue.
Contractors
Initial – Louise Edwards will advise Initial of this policy and will ensure they understand the relevance to them whilst in the Venue.
Other contractors – whichever Trustee arranges for an external contractor to be in the Venue must make them aware of this policy and will ensure they understand the relevance to them whilst in the building.
Information sources and further reading
Government statutory guidance, definitions and responsibilities
https://www.gov.uk/government/publications/care-act-statutory-guidance/care-and-support-
statutory-guidance#safeguarding-1
NSPCC Child protection guidance
https://learning.nspcc.org.uk/safeguarding-child-protection/voluntary-community-groups/
Charity Commission safeguarding guidance for trustees
https://www.gov.uk/guidance/safeguarding-duties-for-charity-trustees
Action With Communities in Rural England (ACRE). April 2021. Information Sheet 5 Safeguarding.
Date of policy agreement by trustees 1st June 2024
Review date September 2024