• You will be treated in a professional, courteous and caring manner that respects and appreciates differences related to race, ethnicity, national origin, gender, sexual orientation, religion, personal values, age, disability & economic status.
• Your personal privacy will be respected and confidentiality protected, except where we have a legal obligation, and we will explain to you what this means when you use our service.
• You have the right to use our service if it matches your needs.
• We will work in partnership with you, identifying your needs and developing a plan with you to meet your needs.
• You have the right to put forward a complaint and we will respond in a confidential, respectful and timely way.
• We will inform you of your rights and responsibilities when you receive a service from us.
• You will be provided with opportunities to take an active role in the decision-making processes of our service
• We will provide you with a range of suitable referrals and support options, so you can make a decision on which service you prefer to work with.
• We aim for you to feel safe, and we have systems in place to protect you from harm.
• You can expect our service to meet health and safety requirements.
• You will receive the same quality and level of service regardless of your gender, religious, cultural or linguistic background, sexual orientation, age, disability, or family status.
• We will regularly ask for your opinions and seek suggestions on the services we offer.
• If you have a child under 16 years, you have the right to have their needs considered and linked to suitable responses.

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

• be respectful of others, including staff, volunteers and other clients
• be respectful of the organisation’s property
• be an active participant in your service
• participate in the service in a fit state (not under the influence of drugs or 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