Data Protection Policy


Ashtead Good Neighbours (“AGN”) needs to gather and use certain information about its volunteers and clients. This policy describes how personal data is collected, used and stored in order to comply with the provisions of the Data Protection regulations.  AGN uses this information to provide the services of AGN volunteers as requested by its registered clients.

The Data Protection regulations require that personal data must:-

            1. Be processed fairly and lawfully

            2. Be obtained only for specific purposes

            3. Be adequate, relevant and not excessive

            4. Be accurate and kept up to date

            5. Not be held for longer than necessary

            6. Be processed in accordance with the rights of AGN clients and volunteers

            7. Be protected in appropriate ways

            8. Not be transferred outside the European Economic Area

This policy applies to information whether held electronically, on paper or any other material which AGN holds in respect of present and past volunteers and clients of AGN.


Click here for the latest Annual Data Protection Audit and Recommendations.



  1. The only volunteers who can access or disclose information are those who need to do so in order to perform the roles to which they have been appointed.

  2. Personal data will not be shown or given to a third party without the volunteer or client’s consent except in an emergency.

  3. Paper documents including photographs will be kept securely. Computers and hand-held devices used to access client or volunteer data should be protected by a password. PCs should be running up-to-date anti-virus software.

  4. All personal information including photographs will be deleted from our databases or shredded within twelve months of the individual ceasing to be a volunteer or client of AGN.


12th July 2023


Disclosure and Barring Service Policy 


AGN works with vulnerable adults and as such needs to ensure that those volunteers who have actual contact with AGN’s clients have been cleared to do so by the Disclosure and Barring Service (“DBS”).

AGN’s policy re DBS checks is to do them online with an external independent organisation as described below.

The volunteer completes the application online with AGN personnel who are authorised to do initial ID checks and to receive disclosure information. AGN personnel then do the initial ID checks and complete the information online to Care Check Ltd — an independent organisation which reviews the application and forwards it to the DBS. Currently Anne Sherriff and Richard Walton are the only AGN personnel authorised to do this work.

Volunteers are asked to sign a consent form confirming that AGN can track progress of the application, record the certificate details, carry out checks to confirm the certificate is clear and that has been renewed.

AGN authorised personnel review the DBS certificate online and record the certificate number and date of issue but do not download it.

The certificate is posted by the DBS to the volunteer. AGN does not receive a copy.

AGN is aware of and seeks to comply with, the terms of the CRB Code of Practice a copy of which is available on request.

29th September 2016


Equal Opportunities Policy


Ashtead Good Neighbours is committed to the provision of equal opportunities and will endeavour to conduct its affairs in a manner which will not cause disadvantage to clients or volunteers on the grounds of race, colour, nationality, ethnic or national origin, religion, marital status, sexual orientation, disability or age.



Recruitment of Ex-offenders Policy

  1. As an organisation assessing volunteers’ suitability for positions which are included in the Rehabilitation of Offenders Act 1974 (Exceptions ) Order using criminal records processed through the Disclosure and Barring Service (“DBS”)  Ashtead Good Neighbours (“AGN”) complies fully with the CRB Code of Practice and undertakes to treat all applicants for volunteer posts fairly.

  2. AGN undertakes not to discriminate unfairly against anyone who is the subject of a criminal record check on the basis of a conviction or other information which is revealed.

  3. AGN will only ask a potential volunteer to provide details of convictions and cautions that they are legally entitled to know about.

  4. AGN will only ask a potential volunteer about convictions and cautions which are not protected.

  5. AGN is committed to the fair treatment of all its volunteers and clients regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical or mental disability or offending background.

  6. An application for a criminal record check is only submitted to the DBS once AGN  is satisfied that the potential volunteer has the required skills and experience. The application form contains a statement that a DBS check will be required.

  7. AGN makes every potential volunteer aware of the CRB Code of practice.

  8. AGN will discuss any matter revealed on a DBS certificate with the volunteer or potential volunteer before terminating their position as a volunteer or withdrawing their offer to accept them as a volunteer.

26th July 2016



Clients with Partners with Dementia Policy

  1. It is essential that the Volunteer is not put in the position of having to act as a carer while the Client is at a medical appointment even for a short time.

  2. We cannot take a Client who needs to use an AGN wheelchair and their partner who has a dementia related illness anywhere.

  3. We can take a Client to medical appointments plus their partner who has a dementia related illness provided the partner stays with the Client at all times. The Client must confirm when making a booking that their partner will be able to stay with them at all times. If this is not possible the DCO must inform the Client that we cannot take their partner and that they need to make alternative arrangements for the partner to be looked after.

11th February 2020


Safeguarding Policy

  1. AGN acknowledges it has a responsibility to look after the welfare of both its Clients and Volunteers.

  2. AGN will adhere to this Safeguarding Policy and procedures in the event of any reported allegations or concerns.

  3. The key principles are:-(a) the welfare of our Clients and Volunteers is paramount to any other considerations.
    (b) All our Clients and Volunteers regardless of age, gender, ability or disability, race, faith, culture, language or sexual identity have the right to be protected from harm or abuse of any kind.
    (c) All our Volunteers have undergone a DBS check and their certificate is reviewed annually. They also carry ID lanyards when they are taking Clients to appointments.
    (d) All allegations, suspicions or concerns of abuse, neglect or harm will be dealt with promptly fairly and appropriately.
  1. AGN has appointed a Safegarding Officer (SO) – Roger Thompson – 01372 277776.

  2. If you witness or become aware of an incident concerning the welfare of a Client or Volunteer you must contact the SO immediately. If you are unable to contact them you should either-if appropriate:-

    (a) if the allegation is serious, contact the police – dial 999 and ask for assistance
    (b) in the case of Clients, the AGN Client Co-ordinator on 01372 272552.
    (c) in the case of Clients, their next of kin as recorded on their Client card.
    (d) in the case of Volunteers, the Volunteer Co-ordinator on 01372 272581

  1. The SO will carry out an investigation in accordance with the attached procedure.


  2. The SO will interview those involved in the incident including any witnesses, following which they will prepare a report including their recommended course of action and give it to those Team members who are not Officers.
  1. If necessary, they will convene a meeting with a minimum of three Team members who are not Officers to discuss the issue and agree the SO’s decision.
  1. The SO will write to those involved confirming the decision and confirm they may appeal to the AGN Officers.
  1. If the complainant does appeal the SO will issue a report attaching all relevant documents to the AGN Officers and invite the complainant to a meeting with the Officer.
  1. The Officers’ decision is final and in the event of a split vote the Chairman has a casting vote.
  1. Full minutes of the meeting must be taken and given to the Secretary for safekeeping together with the SO’s report.
  1. The Chairman will write to the complainant confirming the Officers’ decision.

31st January 2020