Policies
Find our key policies and statements below. We are committed to transparency, integrity, and protecting your data.
Data Protection and Transparency
Hastings & Rother Furniture Service (HFS) is committed to protecting your personal information and being transparent about how we use it. We handle personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
What information we collect
Depending on your relationship with us, we may collect:
- Name and contact details
- Address and delivery information
- Referral information from partner agencies
- Donation details
- Volunteer information
- Correspondence, including complaints or feedback
We only collect information that is necessary for our work.
How we use your information
- Provide furniture and household support services
- Manage referrals and deliveries
- Process donations
- Manage volunteers and staff
- Respond to enquiries, feedback or complaints
- Meet legal and regulatory obligations
We will not sell your data or share it for marketing purposes.
Lawful basis for processing
We process personal data under one or more of the following lawful bases:
- Legitimate interests
- Contract
- Legal obligation
- Consent (where required)
How we store and protect your data
- Information is stored securely, either electronically or in locked storage.
- Access is limited to authorised staff and volunteers.
- We retain data only for as long as necessary in line with our Data Retention Policy.
Your rights
Under data protection law, you have the right to request access, correction, erasure, or restriction of your data. You may also object to processing or withdraw consent where applicable.
To exercise your rights, please contact us.
To exercise your rights, please contact us.
Transparency
We aim to be open about how we operate and use resources. As a registered charity, our annual reports and accounts are publicly available through the Charity Commission for England and Wales.
Concerns about data protection
If you are unhappy with how we have handled your data, please contact us first so we can resolve the issue. You also have the right to raise concerns with the Information Commissioner’s Office (ICO).
Safeguarding
Hastings & Rother Furniture Service (HFS) is committed to safeguarding children, young people and adults at risk. We take all concerns seriously and act promptly to help keep people safe.
Who This Applies To
This information applies to anyone who comes into contact with HFS, including service users, donors, volunteers, staff, trustees, contractors and partner organisations.
Our Approach
- We prioritise welfare and safety in everything we do.
- We do not investigate safeguarding concerns ourselves.
- We refer concerns to the appropriate statutory agencies (Children’s Services, Adult Social Care and/or the Police).
- We share information on a need-to-know basis to protect people from harm.
If You Are Worried About Someone’s Safety
In an Emergency
If someone is in immediate danger, call 999.
During HFS Working Hours
Report your concern to the HFS Safeguarding Team:
Telephone: 01424 446335
You can report a concern even if you are unsure.
Out of Hours (East Sussex)
If HFS is closed and you need to report a safeguarding concern:
Adults at Risk
Adult Social Care Emergency Duty Service
0345 60 80 191 (option 2)
Children and Young People
Children’s Services Emergency Duty Service
01273 335905
You may also contact the police on 101, or 999 in an emergency.
Your rights
You do not need full details to report a concern. If possible, please provide:
- Name, age/date of birth and address (if known)
- What you have seen or been told
- When and where it happened
- Any immediate safety concerns
- Names of anyone involved
Please Do Not
- Promise to keep information secret
- Ask leading questions
- Investigate the matter yourself
- Contact the person alleged to have caused harm
Concerns About HFS Staff, Volunteers or Trustees
If your concern involves someone working for or on behalf of HFS, report it directly to the Safeguarding Team using the contact details above. We will take appropriate action and refer to statutory agencies where required.
Confidentiality
Safeguarding information is handled sensitively and in line with UK data protection law. Information will only be shared where necessary to protect someone from harm or where legally required.
Equality, Diversity and Inclusion
Hastings & Rother Furniture Service (HFS) is committed to treating everyone with dignity, fairness and respect. We aim to create an inclusive environment for service users, volunteers, staff, trustees and partners.
Our Commitment
We will not discriminate on the basis of:
Age
Disability
Gender reassignment
Marriage or civil partnership
Pregnancy or maternity
Race
Religion or belief
Sex
Sexual orientation
We are guided by the Equality Act 2010.
In Our Services
- Provide fair and consistent access to our services
- Treat all referrals and clients equitably
- Make reasonable adjustments where possible to remove barriers
- Challenge discriminatory behaviour
In Our Workplace and Volunteering
- Inclusive recruitment and volunteering practices
- A safe and respectful working environment
- Zero tolerance of harassment or discrimination
- Ongoing learning and awareness
Reporting Concerns
If you experience or witness discrimination in connection with HFS, please raise this with a member of the Senior Management Team or use our Complaints Procedure.
Feedback, Complaints and Compliments
At Hastings & Rother Furniture Service (HFS), we aim to provide a respectful and reliable service. We welcome both compliments and complaints, as all feedback helps us improve and recognise good practice.
Compliments
If you have had a positive experience with HFS or would like to recognise a member of staff or volunteer, we would be pleased to hear from you.
You can share compliments:
In person
By email: mail@hfs.org.uk
By phone
In writing to our Dorset Place address
Compliments are shared with the individual concerned and recorded to help us celebrate good work.
Complaints
If you are unhappy with any part of our work, please tell us. We take complaints seriously and will deal with them fairly and promptly.
How to make a complaint
You can contact us in person, by phone, or:
Email: mail@hfs.org.uk
Post: Complaints Department HFS, 6-10 Dorset Place, Hastings TN34 1LG
If you need support to make a complaint, we will assist you.
What happens next
Informal Resolution
Speak to a member of staff or Senior Management Team. We aim to resolve informal complaints within 5 working days.
Chief Executive Review
Make a formal complaint to the Chief Executive. We will acknowledge within 5 working days, investigate, and respond within 15 working days.
Trustee Review
Request a review by the Chair of Trustees if dissatisfied. A final written decision will be issued within 20 working days.
Your information: We handle personal information in line with UK data protection law. Feedback and complaint information will be kept confidential and stored securely.
Further concerns: If your complaint relates to the governance of the charity, you may contact the Charity Commission for England and Wales.