Information, Advice & Guidance For Parents

Comments, Compliments & Complaints

25 October 2010

1. INTRODUCTION

1.1. Every day we make decisions and try hard to give the best possible service. If you are unhappy about the standard of service you receive, our actions or lack of action, please tell us. Your comments – good or bad – help us plan for the future.

1.2. Our commitment to you:

We will give you a full and clear response to your comment or complaint within 10 working days. If this is not possible, we will let you know when you will get an answer.
We will look into your comment or complaint fully and fairly. If your comment is not to be progressed we will explain why.
We will be honest and polite.
We will preserve the confidentiality of information supplied as far as possible.
We will apologise if we have made a mistake.
We will tell you what we are doing to put things right.
We are totally opposed to all forms of unfair discrimination.
We are committed to conducting YMCA business in a way that is fair and appropriate to all sections of the community.
We recognise the need to deliver services in ways that are appropriate to everyone and whenever possible removing barriers that will limit access.
Any compliment relating to staff will be fed back to them.

2. MAKING COMMENTS AND COMPLIMENTS

2.1. If you have made a comment on how to improve our services we will respond to you within 10 working days.

2.2. To make a comment or compliment, please see contact details in section 6 below, or you can fill in the form at the end of this booklet. If your comment is not to be progressed then we will explain why....

Health & Safety Policy

25 October 2010

We recognise and accept our responsibility to ensure, so far as is reasonably practicable, the health and safety of all staff, residents, students, visitors, contractors and members of the public who may be affected by our work activities.

It is our aim to promote, set and maintain the highest standards for health, safety and welfare matters, as required under the provisions of the Health and Safety at Work etc. Act 1974. This will be achieved by:-

Providing adequate control of the health and safety risks arising from work activities;
Consulting with staff on matters affecting health and safety;
Providing and maintaining safe plant and equipment;
Maintaining systems of work that are safe and without risk to health;
Ensuring safety during the handling, use and storage of articles and substances which are inherently or potentially dangerous;
Providing adequate information, instruction, training and supervision for staff;
Ensuring all staff are competent to do their work;
Preventing accidents and cases of work-related ill health as far as possible;
Maintaining safe and healthy working conditions; and
Reviewing and revising this policy as necessary at regular intervals.

Southend YMCA will endeavour to eliminate or control any hazard which may result in personal injury, industrial illness, fire, security losses, property damage or harm to the environment. It is important to notify your Team Leader/Line Manager of ANY matters of concern.

The allocation of safety duties and the arrangements to implement this Policy are set out below. Successful implementation shall only be achieved by compliance with legal requirements, dedication and co-operation of all staff and provision of adequate funding and resources by the estate.

This Policy applies to all staff or others under our control and requires the co-operation of all members of staff, residents, students, contractors and visitors.

Admission Statement

25 October 2010

Each of Southend YMCA’s projects has a distinct set of admission criteria. Applicants will need to satisfy eligibility conditions (factors such as age, qualification levels, area of residence etc) as well as funder’s stipulations; in all cases the application will be assessed in accordance within a fair, equitable and transparent process. In the event of an application being declined the applicant will be provided with detailed written feedback including the applicants right of appeal.

Education and Training

Pre 16 - Southend YMCA provides alternative education programmes to young people outside of mainstream school. These programmes are commissioned in conjunction with schools and pupil referral units and as such admissions are considered in liaison with them. Please contact education @southendymca.org.uk

Post 16 - Southend YMCA provides a range of part time post 16 foundational learning opportunities for young people at qualification level 2 or below. Please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Pupils with special education needs will be considered case by case to ensure the learning programme is individually tailored to meet the individual needs of the learner and SEN’s.

Provision for esol, will be again considered case by case to ensure the learning programme is individually tailored to support the individual needs of the learner.

Annual report

Housing

Southend YMCA provides supported accommodation for young people at risk (aged 16-25). Due to high levels of demand in Southend and limited resources all applications for housing are considered by a multi agency panel ‘Southend Borough Councils Housing Access Gateway’ – please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Positive activities programmes

Southend YMCA provides a range of active citizenship and recreational projects for young people aged 14-25 to which young people can directly refer – please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Economic inclusion

The Eco hub offers business start up units to young people in business defined at those aged 18-35. Applicants are invited to a panel interview and to show evidence of their business plan and sustainability – please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it