Policies & Procedures

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[Approved by Committee 24 02 29]

[Review by 28 February 2026]

 

 

North Walsham Good Neighbour Scheme

Complaints Procedure

 

You should follow this procedure if you are a neighbour who has received a service from Good Neighbours; or on behalf of such a person, who has asked you to do so; or you are a Good Neighbour volunteer, and you have a complaint about any aspect of our service. If the matter is more serious and has made you feel unsafe, so that you wish to speak to someone independent of Good Neighbours, please ring Norfolk County Council Swift Response on 0344 800 8020 and ask to speak to someone from the safeguarding team.

North Walsham Good Neighbour Scheme aims to treat everyone with dignity and respect and to be friendly and professional in the way we do things. We hope that in any dispute the people concerned can resolve the matter informally.

In the unlikely event you need to make a complaint about any aspect of the service, we would ask you to get in touch as soon as possible with the Scheme’s Duty Co-ordinator on 01692 558321, who will record your complaint and ensure that action is taken to resolve the matter quickly. Any complaint will be considered carefully and investigated fully in a confidential manner.

If it is not possible, or appropriate, to speak to the Scheme’s Duty Co-ordinator, then please email or write as soon as possible to the Scheme’s Chair, Cassie Beecroft, . creasey28@yahoo.com 56 Kemp Road, North Walsham, NR28 0FP. Complaints referred to the Chair will be considered by the Chair and one other member of the Committee.

The Chair will acknowledge receipt of the complaint within seven days and will inform the Scheme’s committee.

The Chair will discuss the complaint with you to agree how it can be resolved. You have the right to explain the complaint in person to the Chair and Committee member, and be accompanied for support.

Usually the complaint should be dealt with within 21 days and the Chair will write to you to confirm the outcome, following discussion with the other member of the Committee.

Any complaints about the Chair will be considered by two other members of the Committee not previously involved in the complaint.

The Chair will keep a record of all complaints made to the scheme, including how these complaints were dealt with and how they were resolved.

If after this you still feel your issue hasn’t been satisfactorily dealt with, we will be able to refer you to an independent adjudicator, such as Community Action Norfolk, who will aim to resolve the matter quickly and amicably.

Confidentiality and Data Protection Policy

The NWGNS management committee approved this policy on 11 March 2022. The policy was reviewed and amended to comply with the General Data Protection Regulation (GDPR), effective from 25th May 2018.

Date for revision: March 2024

  1. Introduction and definitions
    • NWGNS is committed to protecting the confidentiality and personal data of everyone it works with, and especially our volunteers and service users (i.e. our neighbours).
    • NWGNS will comply with the General Data Protection Regulation (GDPR), which is the new set of legal rules governing the processing and control of personal data. It covers the storage, use and transfer of information relating to living individuals who can be identified.
    • NWGNS recognizes and respects the individual rights (as described in the GDPR – Appendix 1) of those whose personal data it collects, stores and processes.
    • NWGNS will adhere to the guiding principles of the GDPR (Appendix 2).
  • Key roles described by the GDPR are:
  • Data Controller – the Management Committee of NWGNS is the Data Controller and determines the way personal data is collected, and its purposes, within the Scheme. It is accountable for this data and for adhering to, and demonstrating compliance with, the data protection principles. It should be proactive and reactive to any concerns raised, as well as regularly reviewing Privacy Policies, Procedures and Notices. It will ensure all our volunteers are aware of their rights and responsibilities and can comply with the values and good practice expected of NWGNS volunteers.
  • Data Protection Officer – this is the person responsible within the organisation for data protection compliance. He or she will be appointed by the NWGNS Management Committee and will report directly to them.
  • Data Processor – volunteers within the Scheme who process data on behalf of the Committee. Other Data Processors include our Phone System host; Internet Service Providers; Website host and ‘cloud storage’ platforms. We will ensure procedures with each of these to secure personal data.
  • Data Subject – anyone with personal information stored about them within the Scheme.
  1. General principles
    • NWGNS will collect the minimum amount of personal information that is necessary to meet the requests made by users of the service.
    • Data subjects will be informed about the intended use of their personal data, the length of time it will be retained and the reason for these.
    • The lawful basis for NWGNS processing personal data is that individuals have given their clear consent to NWGNS processing their relevant personal data for one or more specific purpose.
    • Consent must be a freely given, specific, informed and unambiguous indication of the individual’s wishes. The data subject has the right to withdraw their consent at any time.
    • Consent must be a clear affirmative action – a positive ‘opt-in’ by data subjects.
    • All personal data must be accurate and up to date, insofar as notification of changes are given to the Scheme by the Data Subject. Old or inaccurate data will be erased or corrected.
    • All personal data will be stored safely and securely for as long as it is needed to meet the wishes of service users and volunteers – and consent is positively given.
    • All personal data will be deleted when it is no longer required, or when consent is withdrawn.
    • Volunteers will be given induction training, which will cover all policies and procedures, including those covering Confidentiality and Data Protection.
    • Volunteers can share information anonymously with a duty co-ordinator, in order to discuss relevant options, issues and seek advice.
    • No one should share personal information or comments (gossip) about volunteers or individuals with whom the Scheme is working.
    • No personal information will be shared with a third party, without the consent of the data subject.
    • Where there is a legal duty on NWGNS to disclose information (for example, where there are safeguarding concerns), the individual will be informed that disclosure has or will be made.
  1. Why information is held
  • Personal information held by the NWGNS relates to volunteers, neighbours (i.e. service users) and other services, organisations or people that support or fund them.
  • Information is necessary to enable NWGNS to respond positively to requests received from neighbours.
  • Anonymous aggregated data about age, gender, ethnicity, disability and employment status of users may be kept for the purposes of monitoring our equal opportunities policy and for reporting back to funders.
  • NWGNS volunteers and neighbours are informed that we intend to hold their personal data on the Scheme laptop, which is shared between Duty Coordinators. They must consent to this.
  1. Access to information
  • Data subjects have the right to know what data is held on them, why the data is being processed and whether it will be given to a third party.
  • Data subjects have the right to access this information and to be given it in hard copy. They also the right to have personal data deleted – the right to be forgotten.
  • If someone asks for a copy of their data (known as a subject access request), NWGNS will provide the information within one month, having verified the identity of the person making the request.
  • Personal information about a service user will only be shared with a volunteer or co-ordinator who is working directly with that neighbour. No personal information about the volunteer will be given to the service user, other than their name.
  • Sensitive personal data (e.g. information relating to racial, health, political or sexual identity) can only be processed with the specific, positive and free consent of the data subject, and then only if it is relevant and necessary to achieving their wishes.
  • All Data Subjects have the right to complain to the Information Commissioners Office if they have a problem with the way we have handled their data. (Appendix 3)
  1. Storing information
  • All hard copies of confidential information must be kept in a locked filing cabinet or lockable box file.
  • The Scheme laptop and any memory stick holding personal data must be kept in a safe place, preferably a locked room or cabinet. The Scheme laptop is password protected.
  • Personal data stored on the Cloud must be stored on a verifiably secure platform. (Appendix 4)
  • Personal information that identifies a data subject (neighbour or volunteer), shared by email in the course of NWGNS business, must be deleted from the volunteer’s computer as soon as possible.
  1. Duty to disclose information
  • There is a legal duty to disclose some information including:
  • Adult safeguarding concern, which will be reported to the Social Services Department (See ‘NWGNS Safeguarding Adults Policy’).
  • Drug trafficking, money laundering, acts of terrorism or treason, which will be disclosed to the police.

 

  1. DBS Disclosures
  • As an organisation using the Disclosure and Barring Service (DBS) to help assess the suitability of volunteers for positions of trust, NWGNS complies fully with the DBS Code of Practice regarding the correct handling, use, storage, retention and disposal of Disclosures and Disclosure information.
    • Disclosure information is kept securely, in lockable storage containers with access strictly controlled and limited to those who are entitled to see it as part of their duties.
    • In accordance with section 124 of the Police Act 1997, Disclosure information is only passed to those who are authorised to receive it in the course of their duties.
    • Disclosure information is only used for the specific purpose for which it was requested and for which the applicant’s full consent has been given.
    • Once a recruitment decision has been made, we do not keep Disclosure information for any longer than is necessary. This is generally for a period of up to six months, to allow for the consideration and resolution of any disputes or complaints.
    • Once the retention period has elapsed, we will ensure that any Disclosure information is immediately destroyed by secure means, i.e. by shredding, pulping or burning. We will not keep any photocopy or other image of the Disclosure or any copy or representation of the contents of a Disclosure. However, we will keep a record of the date of issue of a Disclosure, the name of the subject, the unique reference number of the Disclosure and the details of the recruitment decision taken.
  1. Data Breaches
  • A data breach is a breach of security leading to ‘accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, personal data’.
  • NWGNS is developing procedures to detect, investigate and report a personal data breach and to demonstrate the measures it has in place to protect against a data breach.
  • When the Data Protection Officer becomes aware that a data breach has occurred, he or she will notify the Management Committee (i.e. Data Controller) and a judgment will be made as to the type and level of risk and what action is required e.g. notification of Information Commissioner’s Office (Appendix 4); notification of those directly concerned.
  • Notification will take place within 72 hours if as a result of the breach there is a risk to the rights and freedoms of individuals, which, if unaddressed, could have a significant detrimental effect on the individual e.g. discrimination; reputational damage; financial loss; or, loss of confidentiality. Where it is a ‘high risk’ loss the data subjects will be notified directly.
  • The impact of the breach will be assessed on a case-by-case basis to decide whether the loss is significant and meets the thresholds for notification.
  • Any volunteer, duty co-ordinator or management committee member who knowingly breaches any of the conditions within this policy will be dismissed from NWGNS.

Appendix 1

Individuals’ rights under the GDPR

  • the right to be informed;
  • the right of access;
  • the right to rectification;
  • the right to erasure;
  • the right to restrict processing;
  • the right to data portability;
  • the right to object;
  • the right not to be subject to automated decision-making including profiling.

Appendix 2

GDPR Data Protection Principles

  1. Lawful, fair and transparent
  2. Specified, explicit, legitimate purpose – information collected on one basis cannot be used for another
  3. Adequate, relevant, limited – no more information than is necessary to conduct business; Goldilocks principle ‘just right’; info cannot be collected ‘just in case’; ‘Justify it’ – must be able to explain; Data minimisation – data deleted when no longer required
  4. Accurate and up to date – clear out old, correct and erase
  5. For no longer than is necessary – data retention policy
  6. Handled securely – apply technological and organisational measures for lifetime of information

Appendix 3

Information Commissioners Office

Wycliffe House, Water Lane, Wilmslow,

Cheshire SK9 5AF

Tel. 0303 123 1113

Email: https://ico.org.uk/global/contact-us/email

Appendix 4

Statement from Microsoft (24/4/18)

“Microsoft has a long history of transparency, defence-in-depth, and privacy-by-design that enabled us to be the first enterprise cloud services provider to implement the rigorous controls needed to earn approval for the EU Model Clauses, the first to achieve ISO’s 27018 cloud privacy standard, and the first to offer contractual commitments to the GDPR.”

Appendix 5

Statement from Proforms

[Last reviewed October 2024]

[Due for review October 2026]

 

North Walsham Good Neighbour Scheme

Dog walking risk assessment for volunteers

 

 

We will only ask you to walk dogs, if you can confirm that you have sufficient experience, strength, and equipment to take on the specific task requested by the neighbour.

The dog MUST be on a strong, secure lead either attached to a collar or preferably with a harness, at all times. Slip leads should not be used unless the owner specifically requests this and you are confident in its use. If the volunteer has any doubts about the integrity of the equipment they should not take the dog.

If you will be taking the dog in a car (which we do not recommend), the dog must be suitably restrained by using a harness-preferably fixed to the back seat belt or a suitable cage/carrier (Highway Code rule 57).

Also ensure that the coordinator and neighbour have made you aware of any risks associated with the task. (N.B. Co-ordinators should question the neighbour, or other regular dog-walkers, about the following risks before allocating the job.)

You will still need to make your own risk-assessment when you first meet the dog.

Please consider the following hazards and your ability to control the associated risks:

  • Is it aggressive – towards other dogs or humans?
  • Could it cause you to slip or fall?
  • Can the dog be let off the lead in the designated dog exercise pound at Trackside in North Walsham?
  • Do you have means of cleaning up and disposing of dog waste?
  • If the dog is a bitch, is it in season?
  • Does it have any symptoms of, or has been diagnosed with, any illness that would be detrimental to other dogs?
  • Should the dog wear a muzzle when being walked?

If you are not confident in being able to walk the dog safely, you should explain this to the neighbour and the co-ordinator and withdraw your offer of help. If you are not certain about your ability to control the risk you may wish to have a ‘trial run’ in a safe and secure setting, if possible, accompanied by the neighbour or the regular dog-walker.

Equal Opportunities Policy Statement

This policy was approved by NWGNS management committee on 29 February 2024.

The North Walsham Good Neighbour Scheme (NWGNS) Committee acknowledges that the United Kingdom is diverse in culture race beliefs and religion and believes that no individual or group of people should receive less favourable treatment on the grounds of gender, age, colour, race, nationality, racial or national origins, cultural heritage, disability, marital status, social background, sexual orientation or geographical location. The Committee acknowledges that members of these groups are often under-represented, exposed to prejudice and stereotyping, and suffer various disadvantages with our society.

The purpose of this Policy Statement is to set out clearly and fully the positive action that NWGNS Committee intends to take to combat direct and indirect discrimination in volunteer recruitment, management of the organisation, relationships with other bodies, and the services it provides to the community, community organisations and individuals.

NWGNS Committee is committed to providing equality of opportunity in all areas of its work. It aims to overcome discrimination on the grounds mentioned above. The Committee recognises that positive steps need to be taken to ensure equality of provision in areas of representation, service provision, membership and access and will take action to make this policy effective.

 

The Aims of the Committee

Our aim is to ensure that we become aware of discrimination and the problems it causes.

NWGNS Committee will challenge practices, legislation and institutions, which seek to discriminate against or deny the rights of individuals or groups in any form.

NWGNS Committee will seek to take positive action to address the inequalities in our society.

NWGNS Committee is committed to the equal opportunities policy set out in this document and will work to develop, improve and monitor it.

The Equal Opportunities Policy and Code of Practice

 

Legislation

The Committee acknowledges the definitions of various groups of people who are vulnerable to discrimination as set out in the relevant legislation. The NWGNS Committee will support and implement the legislation and will work to ensure that no person protected by the legislation is discriminated against unlawfully, and that any positive obligations and duties are performed.

The Committee gives the following specific commitments.

Disability

The Committee recognises that the legislation applies to persons who are not apparently disabled or ill.

Age

The NWGNS Committee believes that people of all ages have skills, experiences and ideas, which are equally valid, and have valid needs, expectations and aspirations.

Black and Minority Ethnic Groups

The Committee will be alert to any implications of its services and actions for potential unlawful discrimination. The Committee will challenge racism in any form and will encourage its users to do the same.

Gender and Sexual Orientation

Sexist policies, practices and attitudes (including policies, practices and attitudes which may relate to sexual orientation and gender re-assignment) will be challenged, and users will be encouraged to do the same.

Religion and Belief

The Committee endorses the right of each individual to his or her own religious beliefs or the absence of a belief.

The Code of Conduct

  1. People will be treated with dignity and respect regardless of the group to which they belong.
  2. People’s feelings and views will be valued and respected. Language or humour that people find offensive will not be used or tolerated, e.g. racist jokes or derogatory terminology.
  3. No one will be harassed abused or intimidated on the ground that they belong to a vulnerable group. Incidents of harassment will be taken seriously, and the NWGNS Committee will undertake investigations of any complaints quickly, impartially and thoroughly.

North Walsham Good Neighbour Scheme

Risk Assessment Checklist and Guidance for outside work and/or working at height.

[Approved by Committee 28 February 2023]

[Latest date for review – February 2025]

 

North Walsham Good Neighbour Scheme Gardening and Outdoor Work Risk Assessment
Typical uncontrolled outcomes 
Minor cuts and bruises; burns; lower back pain; verbal abuse; electric shock; contracting infections or diseases; blisters; sunburn.
Hazard Who is at risk? What is the risk? Evaluation and Control Measures Risk Rating Assessment Adequate Control Measures in Place?
Loading, handling and transportation of heavy items Volunteer Lower back pain All manual handling and lifting will be done in a safe manner – following H&S guidance in the induction training.

If available, use wheelbarrows and other handling aids to move heavier items.

Where required, multiple persons will handle loads. Individual persons should not undertake anything that puts himself or herself or anyone else at risk.

Take frequent breaks when undertaking heavy or repetitive tasks such as when hammering or using slasher or strimmer, or alternate with other (lighter) task to reduce risk of strains and injuries associated with vibration and repetitive movement.

 Low Yes
Hazard Who is at risk? What is the risk? Evaluation and Control Measures Risk Rating Assessment Adequate Control Measures in Place?
Ground Type and coverage Volunteers Slip

Trip

Falls

 Pace out garden to establish rough size. (Callers usually under estimate). If larger than anticipated withdraw, notify Coordinator and seek assistance to tackle task.

If the ground is uneven or sloping, equipment (e.g. mowers or wheeled implement) should only be used if operator is able to maintain control at all times.

Ensure routes for transporting tools and materials are kept clear. Make safe trip hazards – highlighting where not possible

Keep work areas clear and tidy, removing waste frequently.

 Low Yes
Handling and disposal of rubbish and waste material Volunteers Cuts & Bruises; lower back pain Gloves should be worn when handling or clearing rubbish. Bags of rubbish should not be held close to body, if available use wheelbarrow or carry between two people.

If possible use existing facilities on site e.g. black/brown or green bins.

If material needs to be taken to the tip, an authorisation form should be signed by the neighbour (available from the Coordinator)

 Low Yes
Hazard Who is at risk? What is the risk? Evaluation and Control Measures Risk Rating Assessment Adequate Control Measures in Place?
Electricity & cabling Volunteers Electrocution Extension leads or permanent cables should be highlighted and protected. Moderate Yes
Thorny material

Thick cover of brambles or nettles

 Volunteers Cuts and sprains; puncture wounds; Warn if thorny plants are present and wear gloves and goggles when working with such plants.

Clear ground of thorns and other sharp objects before kneeling.

Wear safety boots/shoes, thick gloves and cover arms/legs at all times.  Take eye shields/goggles if cutting down or strimming

 Low Yes
Removing overgrown trees Volunteers When near to house take care that windows/gutter/downpipes are not broken Low Yes
Contact with hazardous materials or plants Volunteers Warn of possible presence of irritant plants.

Wear gloves and long sleeves when working with or near irritant plants; wash exposed skin thoroughly after work.

Volunteers will not disturb or remove asbestos or large quantities of broken glass.

 Moderate Yes
Hazard Who is at risk? What is the risk? Evaluation and Control Measures Risk Rating Assessment Adequate Control Measures in Place?
Use of ladders/step ladders Volunteers Minor to serious injuries from falls 1.   Check there’s no sign of damage on your step ladder, especially if using a neighbour’s ladder.

2.   Make sure all of the ladder’s feet are firmly on the ground and keep them in contact with the ground at all times. If outside and the ground is soft, ensure pads/plates or other wide, flat items spread the load to prevent a leg sinking.

3.   Ensure the ladder is fully unfolded and that the locking mechanism is engaged.

4.   Do not exceed the step ladder’s maximum load limit. Remember, it’s not just your own body weight that counts – avoid carrying heavy objects while using the ladder.

5.   If possible, the step ladder should be positioned so that you’re facing your work instead of twisting around and working side-on.

6.   Don’t overreach. Instead of stretching to reach something, get down and reposition the ladder as needed.

7.   Keep three points of contact with the ladder at all times – ideally two feet and one hand.

8.   If you need both hands free to work, keep both feet on the same step of the ladder and use the ladder itself to support your knees or chest as a third point of contact.

9.   If there’s a possibility that your work may push the ladder sideways (e.g. side-on drilling into a solid wall), it may be necessary to tie the ladder for extra stability.

 Moderate to High Yes
Hidden dangers in long grass/ brambles etc.

E.g. Pond with stagnant water, old rusty metal, toys, plastic items, roll of wire, glass etc.

 Volunteers Cuts

Strain

Infection

 If too much rubbish to allow gardening work to commence, don’t do the job.

If any chance of rodents in woodpiles, under fallen trees, old sheds etc. – Withdraw.

Beware rotten wood/other dust creation – spores/dust can cause breathing problems.  Wear mask or don’t move stuff.

 Moderate Yes
Use of hand tools and equipment on site Volunteers Cuts

Strain

 Only use well-maintained and safe tools or equipment, suitable for the task. Bring your own tools if possible. Even if available, don’t rely on neighbours’ tools working. Low Yes
Weather Volunteers Fall Impact Volunteers will monitor weather conditions to ensure the site and any equipment remains safe. Low Yes
General hygiene Volunteers Infection Always wash hands or use cleansing wipes or gel before eating, drinking or smoking. Low Yes
Get agreement from neighbour or their family on what will be done and how it will be done before commencing.  If neighbour interferes unreasonably, be polite and walk away.  Report to duty co-ordinator immediately.
NWGNS has Public Liability Insurance of £5,000,000 for any one event

NWGNS Charging Policy

[Approved by Management Committee on 24 November 2022.]

[For review by December 2024]

  1. The overarching principle applied to NWGNS charges is ‘fair to neighbours, fair to volunteers.’
  2. For lifts and practical jobs where there may be out of pocket expenses, the duty coordinator will inform the neighbour when registering the request that mileage or out of pocket expenses are chargeable, and will give an estimate of these where possible. The volunteer will confirm this when contacting the neighbour.
  3. For jobs other than those in (1) above (for example shopping, collecting prescriptions, befriending visits) there will not be a mileage charge. If the neighbour offers a donation, the volunteer will be entitled to use part or all of this to defray their fuel expenses. Where this is done, they should record it as such in their receipt book.
  4. If the neighbour doesn’t offer a donation (and there is no expectation that they should) then the volunteer will be entitled to claim back their fuel or other costs from NWGNS through submitting a claim on our normal claim form.
  5. Part of the ‘fair to neighbours’ approach is to avoid charging in cases of hardship, and the coordinator and/or volunteer can use their judgement as to when to mention this.

RB/12/2022

NWGNS Health & Safety Statement

North Walsham Good Neighbour Scheme is a group of trusted local people, who provide one-off or short-term assistance to neighbours in North Walsham who requested it.

We are an unincorporated association. All members of the Scheme are volunteers.

Commitment

We are committed to ensuring all our activities are undertaken in a manner that safeguards the health, safety and welfare of all who are associated with, or are affected by them.

We aim to ensure a safe and healthy working environment for all participants in our activities.

Meeting the Commitment

All activities undertaken by members of the Scheme should follow the guidelines set out in the Welcome Pack and the associated policies and procedures.

In particular:

  • No volunteer should commence a task without having first completed the formal induction training.
  • Coordinators will undertake a verbal risk assessment of all requests received, by questioning the neighbour about the request, the setting and any resources or tools needed – in accordance with the Coordinator’s Guidance and Training.
  • Coordinators may request a ‘fact-finding’ visit to be made, by a suitably qualified member of the Scheme, to gather more information about the nature and suitability of the request and to undertake a visual risk assessment.
  • Before commencing a task, the Coordinator will advise volunteers of any risks identified and the measures taken or required to eliminate/minimise that risk.
  • The volunteer once on site should also undertake a risk assessment. This must include consideration of the nature of the request or task and of the site, and of the conditions prevailing at the time the task is undertaken.
  • Appropriate protective clothing will be worn when required. Advice will be given on job specific clothing and footwear which the volunteer must provide.
  • All accidents will be recorded.

Implementation

  • We will circulate this statement to our members and expect their actions to be consistent with this statement.
  • To assist compliance with this statement, we will have available, on request, basic protective clothing (hi-visibility jacket; latex gloves).

Review

We will regularly review this statement and take whatever additional measures may be deemed necessary at that time.

Retention of Documents

Accident reports and risk assessments will be retained for a minimum of 6 years for insurance purposes.

Related Documentation

A copy of all relevant documents can be found on the Scheme’s website below.

Web Address

www.nwgoodneighbour.org.uk

Approved by Management Committee July 2021

To be reviewed: on or before April 2023

North Walsham Good Neighbour Scheme

Safeguarding Policy

 

This policy was approved by the North Walsham Good Neighbour Scheme Management Committee on 22 October 2024.

  1. Introduction

Safeguarding means protecting an adult’s right to live in safety, fee from abuse or neglect. The North Walsham Good Neighbour Scheme (NWGNS) is committed to protecting neighbours who make use of the scheme, and its volunteers, from all forms of abuse, including physical, financial, self-neglect, emotional and sexual harm.

Volunteers are not expected to be social workers or have expert knowledge, but there may be an occasion when you visit someone at home and you come away with an uneasy feeling that things are not quite right or safe. In those circumstances this policy may help you decide what to do next. This policy will also raise your awareness of the increasing problem of adult abuse, in case you should ever come across it.

  1. Aim of Policy

The aim of this policy is to ensure the safety of adults with care and support needs who contact the NWGNS, by outlining clear safeguarding procedures and ensuring that all volunteers understand their responsibilities.

  1. Who does safeguarding apply to?

Under the Care Act 2014, adult safeguarding duties apply to any adult who:

  • has care and support needs and
  • is experiencing or is at risk of abuse or neglect
  • is unable to protect themselves because of their care and support needs

This could include:

  • an older person
  • a person with a physical disability, a learning disability, a visual or hearing impairment
  • someone with mental health needs, including dementia or a personality disorder
  • a person with a long-term health need (such as diabetes or lupus)
  • someone who misuses alcohol or substances to the extent that it affects their ability to manage day to day living
  1. What is abuse?

Abuse is a violation of an individual’s human and civil rights by any person or persons. It may consist of a single act or repeated acts, often in a relationship where there is an expectation of trust, which causes harm to an individual. It may be an act of neglect or a failure to act. Adult abuse can cause victims to suffer pain, fear and distress reaching well beyond the time of the actual incident(s). Victims may be too afraid, ashamed or embarrassed to raise any complaint. They may regard what is happening as “normal” and be unaware that they are being abused. They may be reluctant to discuss their concerns with other people or be unsure who to trust or approach with their worries. They may be unable to communicate or explain what is happening.

Adult abuse can take a number of forms and the following table outlines 10 types of abuse with examples and possible signs to look out for:

Type of abuse Examples Possible signs
1.Physical abuse

This may involve actual or likely injury, assault, and neglect, inflicted intentionally or through lack of care

 ·  Rough handling

·    Slapping, hitting, punching

·         Assault

·         Unnecessary physical restraint

·         Misuse of medication

 ·              Unexplained injuries

·              Bruising

·              Finger marks

·              Broken bones

·              Fear of certain people

·              Withdrawal
2. Emotional/psychological

Includes acts of behaviour which cause mental distress or anguish. Any action or ill treatment which has an adverse effect on mental wellbeing, causing suffering to the individual

 ·            Verbal assault

·            Threats of harm

·            Humiliation

·            Blaming, Controlling

·            Cyber bullying

·            Unjustified withdrawal of service

 ·              Fear of certain people or places

·              Mood swings

·              Crying or getting upset over ordinary things

·              Increase of challenging behaviour
3. Sexual Abuse

Is the involvement of a person in sexual activities against their will, which they do not understand or have not given consent to

 ·            Rape, indecent exposure, inappropriate looking or touching

·            Involvement in pornography or prostitution

·            Sexual harassment

·            Sexual activity that the person does not understand or consent to

 ·  Unexplained sexual language or actions

·  Difficulty or pain in going to the toilet

·  Unexplained money or presents

·  Fear of certain people

·  Changes in mood
4. Financial

Everyone has the right to the money and property that is legally theirs. This abuse is theft or misuse of money or personal possessions, which involves a persons’ resources being used to the advantage of another person

 ·       Inappropriate use of service users’ personal funds or possessions

·       Theft of money or possessions

·       Fraud, internet scamming

·       Using service user’s funds to purchase goods for own benefit

 ·      Unexplained or sudden inability to pay bills

·      Discrepancy between assets and living conditions

·      Reluctance to spend money

·      Loss of possessions

·      Poor clothing
Types of abuse Examples Possible signs
5. Neglect/acts of omission

Everyone has the right to adequate standards of care. Neglect is not providing care, or protect a person from abuse

 

6. Self-Neglect

Not taking reasonable care of one’s own personal care and wellbeing

 ·       Ignoring medical, emotional, and physical care needs

·       Inadequate heating, nutrition, or medication

·       Not eating or eating a poor diet

·       Not washing, neglecting personal hygiene or personal space

·       Social isolation

·       Hoarding

 ·      Poor physical condition

·      Pressure sores

·      Clothing wet or unclean

·      Weight loss/gain

·      Malnutrition

·      Mental ill health

·      New or increased challenging behaviour

 

7. Discriminatory 

Includes abuse based on racism, sexism, disability, age, sexual orientation, and religion. Other forms of harassment, slurs, or similar treatment

 ·       Racist harassment or name calling

·       Negativity about other cultures

·       Not recognising someone’s religion

·       Forcing women to do low status activities

·       Not making reasonable adjustments

 ·       Negative self-image

·       Self-injury

·       Depression

·       Mood swings

·       Fear of certain people or places

·       Reluctance to engage in activities
8. Organisational  

This happens when there is no philosophy of good care in place, and when repeated instances of poor-quality care practice are taking place. When people are denied the right to express their own needs, choices, and desires.                                                                                                                                                  

 ·       Set routines for eating or going to bed

·       No individual programmes of care

·       General lack of consideration of privacy e.g., Staff just walking into bedrooms

·       Ignoring choices and wishes

·       Poor personal hygiene, e.g., smell of stale urine

 ·       Lack of decision making

·       No personal possessions

·       Poor mental or physical health

·       Weight loss

·       Lack of independence

·       Withdrawn, unusually subdued

·       Rocking or repetitive actions

·       Self-injury
Types of abuse Examples Possible signs
9. Domestic Violence

This may include psychological, physical, sexual, financial and emotional abuse as above but also ‘honour’ based violence and female genital mutilation and forced marriage.

 ·       Controlling behaviour

·       Making a person subordinate and dependent by isolating them from support

·       Exploiting their resources for personal gain

·       Depriving them of the means needed for independence

·       Preventing a person from leaving and regulating their everyday behaviour

 ·       Low self esteem

·       Lack of confidence.

·       Withdrawn and subdued

·       Any other signs already identified in other forms of abuse above
10. Modern Slavery

This covers slavery, human trafficking, forced labour and domestic servitude

 ·       Being forced to live in accommodation that is overcrowded.

·       Forced to work to pay debts back including sex work

·       Being kept in a locked environment

·       Forced to carry out menial tasks

 ·       Poor mental well being

·       Poor physical health

·       Withdrawn and fearful of certain people

·       May be unaware that they are being abused.

Be aware of Safeguarding issues!

  1. Who has responsibility for Safeguarding Adults from abuse?

Everyone has responsibility for safeguarding people from abuse and reporting any concerns. All volunteers have a responsibility to be aware of this policy and to report any suspicions that they might have concerning adult abuse to the designated person (see below) or Social Services.

  1. What should I do if I am concerned about someone’s safety?

If someone tells you something or you see evidence that makes you think that a person may be unsafe or at risk of abuse, you have the duty to record your concerns and alert the safeguarding designated person in the Good Neighbour Scheme or Norfolk Social Services (See below)

DOs and DON’Ts:

DO:

  • Ensure the safety of the person
  • Call 999 straight away if there is imminent danger or if a crime is being committed or has clearly been committed
  • Remain calm and respectful and listen carefully to what is being said
  • Acknowledge that the person may be upset and may need appropriate support
  • Take concerns seriously and reassure the person that they have done the right thing by talking to you.
  • Ask the person what they would like to do now (for example do they want to contact a relative or friend for support.)
  • As soon as possible make a detailed record of what has been said and done ideally using the person’s own words, in black ink on an Incident Report Form (see Appendix 1)
  • Ensure that you have informed everyone who needs to know – the Good Neighbour Scheme duty coordinator or designated safeguarding person initially
  • If a volunteer has been told about the allegation of abuse in confidence, they should attempt to gain the consent of the person concerned to make a referral to another agency. However, gaining consent is not essential in order for information to be passed on. Consideration needs to be given to:
  • The scale of the abuse
  • The risk of harm to others
  • The capacity of the adult concerned to understand the issues of abuse and consent

If you or the designated safeguarding person has any doubt about whether or not to report an issue to Social Services then it should be reported. It will be at the discretion of Social Services to decide if further action or intervention is necessary. They will advise if they decide only to record the fact that a report has been made. Where there is a legal duty on NWGNS to disclose information (for example, where abuse is alleged or suspected), the individual will be informed that disclosure has or will be made.

DON’T:

  • Discuss the issue with anyone other than those who need to know
  • Interfere with anything that could be used as evidence
  • Ask detailed or probing questions
  • Ignore the issue and hope it will go away
  • Contact the alleged abuser
  • Get the alleged abuser to contact the victim
  • Investigate the matter yourself in anything other than the basic detail
  • Make promises that you cannot keep or tell the person what might happen
  1. Designated Safeguarding Persons

The NWGNS has a designated safeguarding person responsible for all safeguarding matters namely Judy Robinson (07939 299981) and a deputy designated person Richard Barker (07922 036944) whose responsibility it is to:

  • Provide a single point of contact for Scheme volunteers on vulnerable adult protection issues;
  • Provide internal consultation to volunteers;
  • Ensure that good working practice is followed by Scheme volunteers;
  • Carry out a risk assessment
  • Contact the adult social services department when necessary – 0344 800 8020
  1. Concerns or Complaints about an NWGNS volunteer or Committee member

If there is a concern or complaint about an NWGNS volunteer or committee member in relation to a safeguarding issue, this should be reported immediately to the designated person using the procedure set out above, and the designated person will refer it to the Social Services Adult Safeguarding Service. If the concern or complaint is about the designated person, then it should be reported initially to the Chair for further action. To ensure the safeguarding of neighbours in a Befriending Scheme, regular contact will be made to check that there are no concerns.

If a more general complaint about a volunteer or committee member is received from a neighbour using the service, which does not clearly allege abuse, this will be dealt with through the NWGNS complaints procedure.

  1. DBS Checks

All newly recruited volunteers who will work directly with vulnerable adults will be DBS (Disclosure and Barring Service) checked before commencing work. The volunteer’s DBS status (if registered for the Update Service) may be checked from time to time and if any changes occur the volunteer must inform the Scheme. If the DBS is not registered for the Update Service, it will be renewed after 3 years.

10  Training in Safeguarding Issues

The Safeguarding policy and procedures will be explained to new volunteers as part of their induction. New volunteers will be asked to sign to say they understand and will abide by the policy and procedures.

11   Further reading

The Norfolk Safeguarding Adults Board website has a wealth of guidance and other information:

https://www.norfolksafeguardingadultsboard.info/

Flow Chart – see Appendix B.

  1. Legislation

This policy is informed by, and adheres, to Norfolk County Council’s “Safeguarding Adults Joint Policy and Operational Procedures”.  and the following legislation:

NHS and Community Care Act 1990

Mental Health Act 1983

Public Interest Disclosure Act 1998

Care Act 2014

+++++++++++++++++++++++++++++++++++++++

 

Appendix A

Please complete in black ink

North Walsham Good Neighbour Scheme Safeguarding Incident Report Form

Name of person at risk:

Address:

Telephone:

Briefly describe what happened (include times and dates):

Names and contacts of witnesses:

Name of person completing form:

Date:

Name of Designated Person responsible for investigation:

Date:

Action taken:

 

North Walsham Good Neighbour Scheme (NWGNS) Safeguarding Adults Procedure

What is Safeguarding?

Safeguarding means protecting an adult’s right to live in safety, free from abuse or neglect.

How is this done?

Everyone has a responsibility to look out for their neighbours and friends and to offer assistance if someone is being harmed or neglected, or if they are no longer able to look after themselves or ensure their own safety.

If you visit someone as a volunteer for the NWGNS and you notice or are told something that makes you think that someone is not safe or could be being abused in some way, then you should:

  • Tell the person that you are concerned for their wellbeing; reassure them, and ask them what they would like you to do. Listen carefully but don’t ask probing questions. Stay calm and take careful note of everything.
  • Ask the person for their permission to tell someone else.
  • If permission is given, tell the NWGNS coordinator or designated safeguarding person (Judy Robinson 01692 407655 or deputy Richard Barker 01692 650313) and discuss your concerns. You can make a referral yourself to the local Safeguarding Adults Team (0344 800 8020) if help from Social Services is needed and wanted. A call to this number may be the most effective way to bring urgent assistance.
  • Ring the police (999 for emergencies or 101 for non-emergencies) if a crime is or may have been committed.
  • If permission is not given to share what you have seen or been told, discuss your worries with the NWGNS safeguarding person without naming the person you have visited. A decision will have to be made as to whether the situation is so serious that confidentiality needs to be breached and a safeguarding referral made.
  • Write down everything you have seen or been told as soon as possible. A special form (Appendix attached) and black ink should be used. This will be needed by the Safeguarding Team if a referral is made or by the police if a crime is investigated.
  • If there is a concern or complaint about an NWGNS volunteer or committee member in relation to a safeguarding issue, this should be reported to the designated person, following the procedure above

Although you may not have come across it, sadly the abuse of adults is increasing and most often occurs in their own homes by people they know and trust. It takes many different forms (see NWGNS Safeguarding policy). Sometimes people do not realise that they are being abused or that they are no longer able to look after themselves well enough to remain safe in their own homes.

Adults have the right to refuse help and take risks as long as they are capable of understanding those risks. Difficult judgements are involved in safeguarding adults and the specialist teams are trained and experienced in making these judgements. However, they can only safeguard people who they know about.

If you need more information about adult abuse or safeguarding, ask the safeguarding person (see above).

 

 

 

 

 

 

 

 

 

Appendix

Please complete in black ink

North Walsham Good Neighbour Scheme Safeguarding Incident Report Form

Name of person at risk:

Address:

Telephone:

Briefly describe what happened (include times and dates):

Names and contacts of witnesses:

Name of person completing form:

Date:

Name of Designated Person responsible for investigation:

Date:

Action taken:

NWGNS

Policy Statement on the Recruitment of ex-offenders

This policy was approved by the NWGNS Management Committee on 28 February 2023

Latest date of next review: April 2025

General Principle

As an organisation using the Disclosure and Barring Service (DBS) to help assess the suitability of volunteers for positions of trust, North Walsham Good Neighbour Scheme (NWGNS) complies fully with the DBS Code of Practice and undertakes to treat all applicants for positions fairly. It undertakes not to discriminate unfairly against any subject of a Disclosure on the basis of a conviction or other information revealed.

North Walsham Good Neighbour Scheme is committed to the fair treatment of its volunteers and users of its services, regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability or offending background.

This written policy on the recruitment of ex-offenders is made available to all volunteer applicants at the outset of the recruitment process. We actively promote equality of opportunity for all with the right mix of talent, skills and potential and welcome a wide range of volunteers, including those with criminal records. We accept volunteers based on their skills, qualifications and experience.

Because of the nature of the roles volunteers are expected to undertake with vulnerable groups, North Walsham Good Neighbour Scheme can ask applicants to disclose both ‘spent’ and ‘unspent’ cautions and convictions as defined in the Rehabilitation of Offenders Act 1974. A Disclosure is required as a thorough risk assessment has indicated that one is both proportionate and relevant to the volunteer role. All volunteer application forms and adverts will contain a statement that a Disclosure will be requested for all applicants.

We encourage all volunteer applicants to provide details of their criminal record at an early stage in the application process. We request that this information is sent under separate, confidential cover, to the General Secretary, North Walsham Good Neighbour Scheme and we guarantee that this information will only be seen by those who need to see it as part of the recruitment process.

We ensure that all those in North Walsham Good Neighbour Scheme who are involved in the volunteer recruitment process have been suitably trained to identify and assess the relevance and circumstances of offences. We also ensure that they have received appropriate guidance and training in the relevant legislation relating to the employment of ex-offenders, e.g. the Rehabilitation of Offenders Act 1974.

When we are approached by a potential volunteer we will ensure that an open and measured discussion takes place about any offences or other matter that might be relevant to the position. Failure to reveal information that is directly relevant to the volunteering role could lead to withdrawal of an offer of a volunteering opportunity.

We make every subject of a DBS Disclosure aware of the existence of the DBS Code of Practice and make a copy available on request.

We undertake to discuss any matter revealed in a Disclosure with the person seeking the position before withdrawing a conditional offer of volunteering.

Having a Criminal record will not necessarily bar you from volunteering with us. This will depend on the circumstances and background of your offences.

RB/22.02.23

[Approved by Committee April 2024]

[Due for review March 2026]

North Walsham Good Neighbour Scheme

These guidelines are for Good Neighbour Phone Befriending Volunteers.

Tips for Chats                                                                                                        

A friendly chat can make all the difference to someone who is lonely.

Telephone support is a positive step to engage with people who may have little or no contact with others. Self-isolating may lead to issues with confidence, self-esteem, depression and loneliness, so it is important to listen and empathise.

The purpose of the calls is to be a positive form of social contact for a neighbour who is experiencing loneliness and isolation. The call is part of their weekly life and as such should be sociable and chatty, but the call should also put the neighbour first, and ensure they are stimulated and satisfied with the call.

Don’t forget to note the date and length of the call and send in the information using the Proforms report after the call, or at the end of the month.

When updating your rota partner(s), please ensure that this is not anything of a personal or sensitive nature, unless the neighbour has given their permission for this to be shared.

Of course, if you have a serious concern about the health or safety of the neighbour, please contact the duty coordinator immediately, by using the ‘upgrade’ function on the Proforms report, or if urgent, by calling the duty coordinator. This would include if the neighbour is unexpectedly not answering the phone after several attempts to call them.

Hints & Tips

Calls should be made at times that are convenient both to you and the neighbour, so that they know when to expect your call.

  1. When calling the neighbour, dial 141 before their number so that they cannot see your personal number.
  2. It is always important to uphold the confidentiality of the individual. You may hear personal information or details through conversations. All forms of personal information must be treated with respect and be handled in a highly confidential way, unless there are safeguarding concerns for the neighbour.
  3. Think about how you safely store neighbour’s contact details, do not leave these in a place that other people can see them, and shred them after use.
  4. Check that the neighbour is aware of the risk of scams – whether cold calling, telephone or online.

Getting started

Introduce yourself and let the neighbour know that you are a volunteer from North Walsham Good Neighbours. Check with them that now is a convenient time to call.

Some questions to help the conversation

How are you doing today?

As we have never met, would you like to tell me something about yourself?

Have you managed to speak to any of your friends or family?

What is a typical day like for you?

Do you enjoy reading or watching TV?

Referring to their interests, “I see that you like…” or “Have you seen (or read) …”

If you have a shared interest, create a question like “I see that you are interested in Strictly Come Dancing, what did you think of ….”

Are you managing to prepare your meals?

Do you have all the medication you need?

Are you able to get out to the garden for some fresh air and exercise?

Potential Questions and Situations that may arise

I need some practical help; I can’t get to the shops or get my prescription.

Suggest they ring 01692 558321 and leave a message so that one of our volunteers can be asked to help with these things.

I’m lonely and I don’t have anyone I can call

Ask who they would usually talk to or spend time with and see if they can contact any of these people via the phone.  If not, ask if they might like to be put in touch with someone else who is in the same situation as them. Would they be happy for us to give their number to such a person?

I’m feeling very sad/depressed/hopeless, I think I need some help

Listen carefully to what they have to say and ask what sort of help they feel they need. Offer to try to find them some extra help – record carefully what they say, if you have concerns for their safety. Ask their permission to pass on how they are feeling to their GP or nurse or someone else they trust.

Ask them whether they can think of anything that might help cheer them up. Sometimes a little exercise can help.

Ask them whether they can tell you about happier times in the past. Also ask if a cheery letter or card might help.

Support for you too!

Volunteers are Neighbours too!

If your phone chat has left you feeling upset or drained, please let us know, so that we can offer you the emotional support you need. We have an experienced counsellor willing to chat to you.

[Reviewed by Committee 22 10 24]

[Due for review by October 2026]

 

North Walsham Good Neighbour Scheme

 

Guidance on use of personal tools and the meeting of ‘wear and tear’ and ‘breakage’ costs whilst volunteering for NWGNS (GNS)

This guidance is for the protection of volunteers, neighbours and NWGNS.

Occasionally neighbours request help from the scheme which involves the use of tools by volunteers. In most cases this is for light work, using normal domestic hand or power DIY tools. If a request comes into the scheme, or if it becomes apparent when a volunteer first arrives at a ‘job’, that a heavy duty tool or protective clothing is required (or a job involves extensive use of tools over a prolonged period of time, or is a very dusty or dirty job), then this should be referred by the co-ordinator for a ‘fact-finding’ visit and risk assessment.

In that event the assessor should first decide whether the job is appropriate and safe for GNS to take on, or whether it is more appropriate for the neighbour to be signposted to a professional or tradesman. If the assessor thinks it is an appropriate job for the scheme, they will check to see whether the neighbour has the correct equipment for the job. If not, they may suggest that the neighbour hires the necessary equipment or protective clothing e.g. skip, a specific tool, heavy-duty strimmer or mask/overalls, to avoid excessive wear on volunteers’ own tools or clothing. The scheme could help with arranging hire if necessary.

In the event of a volunteer choosing to use their own tools there may be instances where they are significantly worn or damaged in the course of normal usage. In this event the cost of repair or replacement can be met by GNS, backed up by an invoice or receipt, up to a maximum of £25. The same would also apply in the case of accidental damage to clothing or footwear in the course of doing the job, assuming they were appropriate for the job in the first place and proper precautions had been taken. Volunteers should follow the advice given by the assessor following a fact-finding visit and risk assessment.

The outcome of the fact-finding visit and risk assessment should be recorded by the coordinator, as required by the scheme’s Insurers, and passed on to all volunteers undertaking the job.

This guidance is based on the belief that:

  • Although people give their time freely, they should not be out of pocket through volunteering for NWGNS
  • Volunteers can be reimbursed for reasonable out-of-pocket expenses, free of tax, if the expenses are necessary for volunteering or are incurred as a part of their volunteering work
  • If a volunteer gets any other payment, reward or benefit in kind, they may be classed as an employee or worker, rather than a volunteer thus all such payments are not approved by the scheme
  • Neighbours should not be asked to contribute to the general ‘wear and tear’ costs of volunteer’s tools or clothing, as this might be construed as a payment or reward, and hence make the volunteer subject to claims from Revenue and Customs for unpaid income tax and national insurance. It may also confer a contractual relationship between the volunteer and the neighbour.
  • The only occasions when neighbours are requested to pay for services will be for the reimbursement of actual volunteer’s costs e.g. mileage or material costs to undertake job.
  • Donations offered to the scheme, in appreciation of work done, should be gratefully received, and a receipt given. A donation can be given to the Treasurer, or transferred directly the NWGNS account by bank transfer (preferred) or via the donation facility on the website. The Scheme’s bank account details can be obtained from the Treasurer. Either way, the Treasurer should be notified of the donation amount and from whom.

[Approved by Committee 12.10.23]

[To be reviewed by April 2025]

North Walsham Good Neighbour Scheme

Volunteer lone working policy, procedure and guidance

Introduction

This policy should be read in conjunction with the advice in the volunteer Welcome Pack, and the relevant activity-specific policies (eg risk assessments for gardening, shopping/home delivery, telephone chat guidelines, etc), which can be found on our website.

As Good Neighbours, we take seriously our responsibilities to ensure the health, safety and welfare of all our volunteers who, the majority of the time, carry out their volunteer activity alone, without direct support or supervision.

We are committed to reducing the risks to volunteers, and the purpose of this policy is to ensure that there are adequate systems in place to reduce the risks of lone working as far as is reasonably possible and practicable.

The purpose is to help you think about and improve your personal safety, be aware of risks and to take steps to reduce and adapt strategies to keep you safe.

Volunteers should not feel under any obligation to undertake any tasks they do not feel completely comfortable with.

Our priority is the safety of both volunteers and neighbours, so please do not put yourself or any neighbour at risk.

It is the responsibility of NWGNS (Duty Coordinator) to:

  • Update the help request form when the date and time of the job become known
  • To monitor volunteer visits as far as possible, and to check messages and voicemails on the scheme mobile at regular intervals. Minute by minute/100% coverage is unlikely to be possible however.
  • To be aware of jobs to be undertaken on any particular day

It is the responsibility of the volunteer to:

  • Understand where you will be going and what you will be doing; consider whether there are particular risks relating to that location or activity (e.g. an unusually isolated location, or where your task involves entry to a neighbour’s property with whom you are unfamiliar). If there are, discuss them with your duty coordinator and/or someone else you trust, before setting off
  • Read and comply with the personal safety procedures set out in the volunteer welcome or training packs, or the relevant NWGNS policy (eg guidance on the use of personal tools, or gardening or dog walking – see website)
  • Wear your ID badge and hold key information such as the Scheme mobile number
  • Where an appointment has been made, you must pass the details to the Duty Coordinator so that they can log them on the system
  • Raise any concerns with the duty coordinator immediately
  • Report any accidents, incidents, injuries or ‘near misses’ to the duty coordinator
  • Report any safety practices that need to be improved, or risks not otherwise identified to the duty coordinator
  • Regarding infectious diseases (including Covid) ensure you are following the Government guidance prevailing at the time.
  • There may be occasions when contact with a neighbour leaves you feeling upset or anxious. On such occasions you should inform the duty coordinator so that you can be offered appropriate support.

Volunteers should take the following precautions when volunteering:

  • Ensuring that you undertake your activity on the day and at the time agreed with the duty coordinator, or that you notify the duty coordinator of any changes to the date/time you have agreed with the neighbour. This will then enable the duty coordinator to check that you have returned home safely (don’t forget to tell the duty coordinator promptly when you’ve returned home).
  • You are also advised to let someone else know where you are going and when you are expected home, including details of any activities you have arranged.
  • Volunteer during daylight hours as much as possible and avoid poorly lit or deserted areas where possible
  • If going to a neighbour’s house for the first time, stay nearest to the exit so that you can leave quickly if necessary.
  • Carry a mobile phone, check that it is fully charged and (for pay-as-you-go), has sufficient credit; leave it switched on. If there is no signal where you are volunteering, make a call to the coordinator as soon as you regain a signal once you leave.
  • You should not enter a neighbour’s home unless they are present to invite you in, even if they are, for example, hard of hearing and perhaps had not heard you knocking. You are advised, in the first instance, to phone the neighbour to let them know that you have arrived. If there is no reply, then phone the duty coordinator (07468 109227) to seek advice. If no immediate reply from either, then report what has happened later, and perhaps come back at another time.
  • You are encouraged to request for another, experienced, volunteer to accompany you on your first lone visit.

When befriending a neighbour, never:

  • Become intimate
  • Befriend them on social networking websites
  • Agree to keep secrets
  • Take personal photographs
  • Accept gifts or lend anything
  • Give your personal phone number or address to neighbours.

Do not accept inappropriate behaviour from neighbours (comments or unsafe close contact) and do report any incidents or concerns to the duty co-ordinator.

 

 

Procedure for checking in and out and alerting to personal danger

If it transpires that you are in a difficult or dangerous situation with a neighbour who is threatening your safety, leave immediately and/or dial 999. This is very unlikely to happen and should be immediately reported to the coordinator. The mobile number for the scheme is 07468 109227 – this should be on the back of your NWGNS ID card.

In extreme circumstances where you don’t want the neighbour to know you are calling for help, you can use the police ‘Silent Solution’:

The silent solution: If you can’t speak or make a sound when calling 999, listen to the operator’s questions, then tap the handset. If prompted, press 55. Your call will be transferred to police who will know it’s an emergency.

***************************

[Approved by Committee April 2024]

[Next review March 2026]

 

North Walsham Good Neighbour Scheme – Risk Assessment for Funday, Market Stall etc

North Walsham Good Neighbour Scheme Stand Risk Assessment
Definitions: Operator – person or persons, appointed by the NWGNS management group to lead on setting up, supervising, and using equipment.

Participants – any others (NWGNS Volunteers or members of the public) who use, help (dis-)assemble or move the equipment.
Hazard Who is at risk? What is the risk? Evaluation and Control Measures Risk Rating Assessment Adequate Control Measures in Place?
Loading, handling and transportation of equipment Operator

Participants

 Injury to operator or those assisting All equipment to be handled in correct manner.

Manual handling to be reduced to a minimum by unloading near to pitch. Loads to be properly secured. Where required, multiple persons will handle equipment. Individual persons should not undertake anything that puts themselves or anyone else at risk. Anything of a weight of more than 10kg should only be lifted in accordance with H&S E Guidelines or with assistance.

 Low Yes
Installation of equipment on site Operator

Participants

 Injury to operator.

Injury to participants.

Damage to venue

 The operator must have unhindered clear access to the set-up area. The set-up area must be level and free from any rubbish, sharp objects, debris etc. The operator must be notified of any underground services, cables, weight limits or any external factors that may hinder installation of equipment. The stand is secured with metal pegs if installed on grass, or weights if set up on hard standing. The equipment should not be installed near any low-level lighting, fixtures / fittings or displays / ornaments etc that pose a risk of falling or electrocution. The equipment is inspected before/during installation to ensure it is free from any damage.

The operator will give training, guidance, or directives to any helpers, as necessary, before they assist with installation.

Finger pinch points on collapsible structures including tables must be noted and operators are advised to wear gloves.

 Low Yes
Hazard Who is at risk? What is the risk? Evaluation and Control Measures Risk Rating Assessment Adequate Control Measures in Place?
Ground Type Operator

Participants

 Slip or Trip. The stand can be installed on grass and hardstanding.

The ground should be level and firm.

The stand is suitable for indoor and outdoor use.

 Low Yes
Electricity & cabling N/A N/A The stand does not require power for operation. N/A N/A
Operation of equipment on site Operator

Participants

 Injury to stall attendant.

Injury to stall visitors.

Theft or loss of property and/or any monies raised.

 Once installed the stand, banners, table and chairs are freestanding.

Access to display material should not be blocked by any equipment.

Person or persons will be nominated by NWGNS management group to take responsibility for ensuring that all property and any money raised will be kept safe and out of the view of the public, as far as possible.

An accurate record of all financial transactions will be taken and made available to the Treasurer.

 Low Yes
Weather Operator

Participants

 Fall Impact The equipment is not suitable for use in heavy rain or high wind. In squally or moderate winds the gazebo will be anchored. Weather conditions will be monitored by the operator to ensure the site, the equipment, the public and helpers remain safe. Low Yes
NWGNS has Public Liability Insurance of £5,000,000 for any one event.

[Last reviewed by Committee 22.10.24]

[Due for review by October 2026]

North Walsham Good Neighbour Scheme

Checklist for Fact finding visits

Fact finding visits are requested by co-ordinators if they need more information or need to clarify a complex request. They may also need to find out if it is appropriate for NWGNS to be involved or to check on some other concern they may have. Visits are often made when befriending has been requested.

The purpose of a visit is to establish whether NWGNS can meet the neighbour’s request by safely sending one of our volunteers to the neighbour’s house. It is also to establish whether NWGNS is the best organisation to meet the neighbour’s need or whether it might be better to signpost the neighbour elsewhere. It is also important to help the neighbour understand how we work.

So the following are some of the things to be looking out for and some suggested questions to ask. However, it is important to approach this sensitively and not use a checklist approach.

  • Does the physical environment of the house pose any risks such as:
  • Lack of cleanliness/unpleasant smell/tobacco smoke
  • Electrical dangers
  • Tripping hazards
  • Pets
  • Fire risk or other risks due to hoarding
  • Lack of sufficient warmth in winter
  • Does the neighbour have any physical, sensory or mental impairments?
  • Can the neighbour walk – any aids or support needed?
  • Can the neighbour answer questions coherently?
  • Does the neighbour show any signs of depression, memory difficulties or other mental illness?
  • Does anything suggest any safeguarding concerns?
  • What is the neighbour’s current situation/support network?
  • Do they have any family support – and how reliable and frequent is it?
  • Have they had a Social services assessment – if not would they like one and would they like us to arrange this?
  • If they have been assessed, what services are they receiving?
  • Do they have an alarm button?
  • How are they communicating?

 

If it seems relevant ask how they manage:

  • Personal care
  • Shopping
  • Meal preparation
  • Cleaning
  • Gardening
  • Money matters / paying bills
  • Social contact with other people
  • What are they asking NWGNS to provide? Clarify exactly what is wanted – the size and complexity of a one-off job.

If they are asking for a befriending rota, explain that we normally only visit people at home if they are unable to go out and have little or no family support.

However, we do have a list of activities on offer in North Walsham and may be able to accompany them to introduce them to something that might meet their need for additional social contact.

We also have a wealth of information that might help them identify other sources of help.

It is best not to promise anything, but to explain how the scheme works, that it is primarily for one off or short- term requests and that we can only offer what our volunteers are willing to do.

There is a separate risk assessment form for big gardening job requests.