We are committed to the highest standards of safety, transparency, and equality. Please find our key policies below:
Safeguarding Policy
Our Commitment
At Novella Care, safeguarding is at the heart of everything we do. We are committed to protecting the safety, dignity, and wellbeing of all residents, staff, and partners.
Principles
- Zero Tolerance – We do not tolerate abuse, neglect, or exploitation in any form.
- Prevention – We take proactive steps to reduce risk and create safe environments.
- Protection – We act promptly if concerns are raised about the safety of anyone in our care.
- Partnership – We work closely with local authorities, police, and safeguarding boards.
- Empowerment – We respect the rights of individuals to be heard and to make their own choices where possible.
Reporting
If you have a safeguarding concern, please contact us immediately at novellacare@outlook.com. Concerns will be treated seriously, investigated promptly, and escalated to the appropriate authorities if needed.
Privacy Policy (GDPR)
Our Commitment
Novella Care respects your privacy and is committed to protecting your personal information.
What Data We Collect
- Contact details (name, phone, email) when you reach out to us.
- Application or referral details for housing support.
- Information from landlords and partners to manage property contracts.
How We Use Data
- To provide housing and support services.
- To manage partnerships with councils and landlords.
- To communicate with supporters and donors.
How We Protect Data
- Stored securely in password-protected systems.
- Access is restricted to authorised staff only.
- Data is never sold or shared without consent, unless legally required.
Your Rights
Under GDPR, you have the right to access, correct, or request deletion of your data. To exercise these rights, please contact novellacare@outlook.com.
Equality & Diversity Policy
Our Commitment
Novella Care is committed to creating an inclusive and respectful environment for all. We do not discriminate on the basis of age, gender, disability, ethnicity, religion, sexual orientation, or any other protected characteristic.
Principles
- Equal Access – Everyone has the right to safe housing and fair treatment.
- Respect – We promote dignity and understanding in all interactions.
- Inclusivity – Our homes and services are designed to be accessible and welcoming.
- Accountability – We challenge discrimination and take action when concerns are raised.
Implementation
All staff, landlords, and partners working with Novella Care are expected to uphold these values. Training, monitoring, and open dialogue ensure our commitment is lived out in practice.
Complaints Procedure
Our Commitment
We aim to provide excellent services, but we recognise there may be times when things go wrong. We welcome feedback and take all complaints seriously.
How to Complain
- Email us at novellacare@outlook.com
- Write to us at:
41 Kilburn Lane, London, England, W10 4AE - Or use the contact form on our website.
What Happens Next
- Acknowledgement – We will confirm receipt of your complaint within 5 working days.
- Investigation – A senior member of staff will review the issue fairly and thoroughly.
- Response – You will receive a written outcome within 20 working days.
- Escalation – If you are not satisfied, you can request an independent review or escalate to the relevant authority.
Our Promise
Your complaint will be handled with confidentiality, fairness, and without discrimination.
