Client Charter

Jenny’s Place aims to provide a high quality service. We work with you to meet your needs, and those of your children. Together, we ensure that you receive the best possible assistance to avoid becoming homeless or, if you are homeless, to access safe, affordable and secure housing.


We work with you in a respectful way that protects your dignity, that is fair and that does not discriminate. You will be treated in a professional, courteous and caring manner. We offer you high-quality services based on your needs, and regardless of your gender, religious, cultural or linguistic background, sexual orientation, age, disability or family status. 


Our philosophy, values, policies, procedures and day-to-day service activities reflect our commitment to you. They have been put in place to keep you and your children safe.


A client information booklet is provided to you. One is located in your bedroom and explains the services and assistance we provide. If you require further information, support or assistance please ask us. We are here for you.


Our promise

  • We will inform you of your rights and responsibilities when you enter our service. This is also explained at intake and weekly house meetings and throughout your stay.
  • Your personal privacy will be respected and your confidentiality protected, except where we have a legal obligation. We will explain to you what this means when you use our service.
    See our Privacy Policy.
  • A client confidentiality form is provided for you to sign at intake. You can add information to the form throughout your stay as circumstances change. It gives Jenny’s Place staff permission to contact the services you require on your behalf and to be able to pass on the necessary information required to make a referral.
  • Confidentiality relating to data collection is explained. We request your permission to collect data during your stay, recording the services provided and outcomes. Your individual and family names are scrambled when entered on the system. The data collection agency does not have these details.
  • A risk assessment is carried out prior to acceptance to the service to ensure your safety and security, and that of other clients. You have the right to use the service we are funded to provide if it matches your needs.
  • We will work in partnership with you to identify your needs, and those of your children. Together we develop a plan to support you in meeting your goals. We advocate on your behalf and link you with the services you require.
  • We will provide you with a range of suitable referral and support options, which will be explained to you as a part of our daily and weekly case management processes. You decide the services most appropriate to your needs.
  • We aim for you and your children to feel safe. We have policies, procedures and security systems in place to ensure protection from harm. Health and safety requirements and practices are in place and are explained on a regular basis to clients and staff. Our staff are fully trained in these practices and legislation requirements.
  • If you have a child under 16 years, you have the right to have their needs considered and linked to suitable responses. Case management is carried out for all clients of the service including children. We will discuss your children’s needs and the goals you have for them at intake and at case management. Their needs can be raised at any time. Child support programs are run for preschool and school-aged children. Fun and creative activities are provided to give children an outlet and opportunity to express their feelings, and to learn living and protective behaviour skills whilst having fun. 
  • We encourage you to raise any concerns that you may have or bring to our attention any problems you may be experiencing. You can do this either on a one-to-one basis or at house meetings, whichever is more comfortable for you. A grievance/dispute procedure is displayed in the dining area and a copy is in your information booklet. If you put forward a complaint, we will respond in a confidential, respectful and timely way.
  • Feedback is encouraged in a manner that is comfortable to you: verbally on a one-to-one basis to staff; at house meetings; and/or in our client feedback forms. These are given out at house meetings. You can put your name on written feedback or choose to remain anonymous. 
  • We encourage you to have input into the way we run the service and the services provided. We highly value our clients’ input into running this service. What works? What is helpful and what is not? How could things work better? You are the one that is experiencing this service. Your input helps us to improve our services.


Your responsibility

As a client of a Specialist Homelessness Service you have a responsibility to:

  • Abide by the rules of the service. These are explained to you at intake and identified in the client agreement that you will be asked to sign. Rules are also explained at weekly house meetings and included in your client information booklet.
  • Be respectful of others, including staff, volunteers and other clients. Be respectful of Jenny’s Place property. 
  • Be an active participant in your service. This includes taking part in case planning and management sessions and fulfilling your commitments under your case plan.
  • Actively and positively contribute to resolving your own homelessness or risk of homelessness.
  • Participate in the service in a fit state, not under the influence of drugs and alcohol.
  • Maintain confidentiality regarding information about other clients or participants in groups or programs.
  • Provide accurate information about yourself in order to receive the best service.

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