Our service standard

This code sets out the standard of service we aim to provide to our clients. It provides trustees, staff and volunteers with clear guidelines as to the principles on which the charity operates and the standards of behaviour and responsibility and best practice required in fulfilling their obligations.

1. Non Judgemental

Trustees, staff and volunteers will approach all service users without judgement or prejudice. The purpose of the Trust’s service to them is to ascertain the facts and circumstances of their financial circumstances and present them without fear or favour to the relevant authorities, creditors and courts. Our service users are sometimes isolated and in varying degrees of despair. The Trust’s friendly presences, helping them cope with their problems, gives them hope and comfort. They will be made aware of the Trust’s intention to remain available to them, at their request,  after a particular case has been resolved.

2. Respect and courtesy to all third parties

Trustees, volunteers and staff to establish a relationship with officials of the authorities, creditors and with staff, magistrates and judges of the courts, which is one of robust courtesy and which respects their duty to carry out policies and implement laws which are not of their making.

3. Well-being of staff and volunteers

Regularly providing a service to people under very great stress from debts and draconian enforcement is from time to time upsetting and emotionally demanding for staff and volunteers. The Trustees will encourage volunteers and staff to be especially mutually supportive. Vicarious stress can affect family life and working relationships; so the Trustees will not hesitate to make available independent counselling if the emotional burdens become heavy and intrusive into private or working lives. Professionals working regularly with other people’s misfortune are often in need of such support. Volunteers and staff will be made aware of the Trustees concern for them in their emotionally demanding work

4. Independence

The work of the Trust will remain independent and its work will not be compromised by its relationship with any other organisation.

5. Political Independence

Campaigns and lobbying will always only be informed by the facts, circumstances and debts of the impoverished households served by the Trust which operates without allegiance to any political party and will demonstrate this not only as a written principle but also in its appointment of patrons and trustees. There must never be any doubt about the integrity of the Trust’s political independence in the minds of clients, journalists, civil servants or parliamentarians. However the Trust builds friendly but robust and professional relationships with politicians and Ministers of all political parties gaining their respect by the integrity of its independence and the quality and relevance of its representations. Any form of campaigning material produced by the Trust, including tweets, shall be overseen by the Campaigns Director or the CEO. If it is proposed to put out any material that might be considered to be politically sensitive then prior approval shall be sought from the Chair or Vice Chair.

6. Collaboration

The Trust will work with other NGOs on issues which are relevant to the needs of the vulnerable and impoverished debtors.

7. Respect for differences in faith, culture, tradition and lifestyle

All trustees, staff and volunteers should respect the differences in faith, culture, tradition and lifestyle that characterise our client communities and to consequently refrain from any expression of extreme or critical opinion that might threaten the maintenance of good relationships across the Trust.

You can view our complaints procedure here.