Women's Domestic Violence & Homeless Services


Our Client Charter

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


We are committed to working 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, and receive the same quality and level of service based on your needs, 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, and have been put in place to keep you and your children safe. A client information booklet is provided to you and is located in your bedroom and explains the services and assistance we provide. If you require any further information, support or assistance please do not hesitate to ask as we are here for you.


  • Your personal privacy will be respected and your confidentiality protected, except where we have a legal obligation, and we will explain to you what this means when you use our service.


  • A client confidentiality form is provided for you to sign at intake which you can add to throughout your stay as circumstances change, giving workers permission to contact the services you require on your behalf and to be able to pass on the necessary information required to make the referral.


  • Confidentiality relating to data collection is explained and your permission requested to collect data during your stay recording the services provided and outcomes etc. We explain that the names of you and your children will be scrambled when entered on the system so the data collection agency do not have these details.


  • A risk assessment is carried out prior to acceptance to the service to ensure your and other clients' safety and security is ensured. You have the right to use our service if it matches your needs and what we are funded to provide.


  • We will work in partnership with you to identify your and your children’s needs, and develop a plan to support you in meeting your goals. We advocate on your behalf and link you with the services you require.


  • We encourage you to raise any concerns that you may have or bring to our attention any problems you may be experiencing. We encourage this either on a one-to-one basis or at house meetings, whichever is more comfortable. 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.


  • 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.


  • We encourage you to have input into the way we run the service and the services provided. As a client, you have valuable input into running this service, identifying what works, what is helpful and what is not, and how things could work better. As a client, you are the one that is experiencing this service and your input is invaluable to us.


  • Feedback is encouraged and in a manner that is comfortable to you, verbally on a one-to-one basis, at house meetings and/or in our client feedback forms which are given out at house meetings. You can put your name on written feedback or choose to remain anonymous.


  • 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 can decide the services most appropriate to your needs.


  • We aim for you and your children to feel safe and we have policies, procedures and security systems in place to ensure protection from harm. Health and safety requirements and practises are in place and these are explained on a regular basis to clients and staff. Staff are fully trained in these practises 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. Any 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.


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


  • Abide by the rules of the service 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 a copy of which is in your client information booklet.


  • Be respectful of others, including staff, volunteers and other clients. Be respectful of the organisation’s property.


  • Be an active participant in your service, including 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.