North Herts CVS (NHCVS) aims to provide its members, organisations and individuals with the best possible service. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect.
Similarly, we are always grateful to receive compliments and constructive feedback, so that we can continue to improve our service, your feedback is extremely valuable to us as it helps us identify and address problems and to develop good practice.
- The complaint should be made in writing to the Executive Director, who will acknowledge in writing within 7 days the receipt of any complaint. If your complaint concerns the behaviour of a specific member of staff please post your complaint to the Executive Director at NHCVS marking the envelope ‘Private and Confidential'.
- The Executive Director shall (in consultation with the Chair of the Board of Trustees) undertake to investigate the circumstances leading to the complaint.
- The Executive Director shall communicate the results of the investigation to the complainant within a reasonable time, normally 21 days.
- The complainant shall have the right, if dissatisfied with the results of the inquiry, to put his/her case in writing directly to the Board of Trustees.
- The Board of Trustees shall be regularly informed by the Executive Director of the number and nature of any complaints and the outcome.
- The decision of the Board of Trustees will be final.
Freedom of Information Requests
We want to help you to find the information you are interested in, before you make a Freedom of Information Act request please check that the information you would like is not already available.
Request for information under the Freedom of Information Act 2000
How it works:
Requests must be in writing and must include your name and an address (either postal or email). Please try to be as specific as possible about the information that you would like, as this will help us to respond accurately and promptly. Where possible, please include a contact telephone number so that we can contact you to discuss your request if necessary. Please note that we cannot accept requests via SMS (text messages).
We will respond to your request promptly and within 20 working days. The Act allows us to extend this deadline if we need to clarify your request with you, if we are charging you a fee, or if we are considering the public interest test. We will always acknowledge receipt of FOI requests made to the address below, and we will let you know if we need to extend the deadline.
Subject Access Requests
You are currently entitled to receive this information under the Data Protection Act 1998 (DPA) and will continue to be under the EU General Data Protection Regulation (GDPR), which comes into effect on 25 May 2018. We will also provide you with information about any processing of your personal data that is being carried out, the retention periods which apply to your personal data, and any rights to rectification, erasure, or restriction of processing that may exist.
To ensure we are releasing data to the right person we require you to provide us with proof of your identity and of your address. Please supply us with a photocopy or scanned image (do not send the originals) of one of each of the following:
- Proof of Identity
Passport, photo driving licence, national identity card, birth certificate.
- Proof of Address
Utility bill, bank statement, credit card statement (no more than 3 months old); current driving licence.
If we are not satisfied you are who you claim to be, we reserve the right to refuse to grant your request.
Please note that if the information you request reveals details directly or indirectly about another person we will have to seek the consent of that person before we can let you see that information. In certain circumstances, where disclosure would adversely affect the rights and freedoms of others, we may not be able to disclose the information to you, in which case you will be informed promptly and given full reasons for that decision.
While in most cases we will be happy to provide you with copies of the information you request, we nevertheless reserve the right, in accordance with section 8(2) of the DPA, not to provide you with copies of information requested if to do so would take “disproportionate effort”, or in accordance with Article 12 of the GDPR to charge a fee or refuse the request if it is “manifestly unfounded or excessive”. However we will make every effort to provide you with a satisfactory form of access or summary of information if suitable.
If after you have received the information you have requested you believe that:
- the information is inaccurate or out of date; or
- we should no longer be holding that information; or
- we are using your information for a purpose of which you were unaware;
- we may have passed inaccurate information about you to someone else;
then you should notify our Data Protection Officer at once
To submit a request for information, please fill out the above form and send to:
Or by Post:
Unit 30, Campus Five
Letchworth Garden City,
North Herts CVS office opening hours are 9:00am - 4:00pm Monday to Thursday.
If you have any questions, comments or suggestions relating to voluntary or community matters in North Herts we would be pleased to hear from you.
Contact us via email, phone or social media:
We are situated on Letchworth Business Park – just behind Sainsbury's, when visiting the NHCVS please use the door which faces onto Third Avenue, this is located at the bottom of the path next to the North Herts Centre for Voluntary Service sign.
Unit 30, Campus Five
Letchworth Garden City,
Current Employment Vacancies:
NHCVS Breakaway Special Needs Playschemes and Saturday Clubs
Looking to recruit enthusiastic individuals to join our team during School Holidays and Saturdays.
Salary: up to £10.00 per hour
Location: Stevenage and Letchworth Garden City.
Please visit our website for job descriptions and application form.
North Herts CVS is a charity dedicated to providing support and services to communities across North Herts and Stevenage, much of our primary funding to do this comes from local and county councils, but every little helps.
If you've valued the help you or a family member has received through one of our projects, or you'd just like to contribute to the work we do in the community, you can volunteer for one of our projects, or you can make a donation to North Herts CVS and help fund those projects in the future.
To make a donation to NHCVS, please use our friends at Golden Giving, click on the donate button below and you will be taken to the donation page.
Thank you for your support!
NHCVS Privacy Notice
This policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, the website and organisation (North Herts CVS). Furthermore, the way this North Herts CVS processes, stores and protects user data and information will also be detailed within this policy.
Whilst using our website, software applications or services, you may be asked to provide personal information (name, address, email, account details, etc.). We will use this information to administer our website, applications, client databases and marketing material.
We will ensure that all personal information supplied is held securely in accordance with the EU’s General Data Protection Regulation (GDPR) 2018. Further, by providing telephone and email details, you consent to North Herts CVS contacting you using that method.
You have the right at any time to request a copy of the personal information we hold on you.
Information collection and use
What information we collect
North Herts CVS collects the following information:
- Contact details including phone number and email address
- Attendance of training and events run by ourselves
- DBS information
- Contact details including phone number and email address
- Training information
- Salary Information
How do we collect it?
There are a number of ways in which we collect information:
- Through correspondence over the phone and via email
- When you join us as a member
- When you sign up as a volunteer for us
- When you request or commission the use of one of our services
- When you sign up to one of our mailing lists
- When you sign up to or attend one of our training courses
Why do we collect this information?
North Herts CVS collects information for four reasons:
There are circumstances in which you may provide us with personal data to fulfil a legal obligation or contract, for example the processing and submission of a Disclosure and Barring Check (DBS), in which we would have to collect and verify the information, before sending the form off for processing by the Disclosure and Barring Service.
If the law requires us to, we may need to collect and process your data. Examples of this would be attendance at events for insurance purposes; or records of donations and payments for services for financial purposes due to HMRC regulations. We may also pass on details of people involved in fraud or other criminal activity affecting our organisation to law enforcement.
In specific situations, we can collect and process your data with your consent. For example, when you tick a box on one of our websites or on a form to receive email newsletters. When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.
Sometimes, our use of your personal information is not strictly necessary for us to be able to provide you with our products and services, or for them to work properly. In those circumstances, we have what's called a "legitimate interest" in handling your personal information; our "legitimate interest" may be to:
- detect and prevent fraud;
- keep our websites, apps, products and IT systems secure;
- ensure that our own processes, procedures and systems are as efficient as possible;
- analyse and enhance the information that we collect;
- determine the effectiveness of our promotional campaigns and advertising; and
- customise and improve the way that you shop and engage with us in future.
How long do we keep your data for?
North Herts CVS will not retain your personal information longer than necessary. We will hold onto the information you provide either while your account is in existence, or as needed to be able to provide the services to you, or (in the case of any contact you may have with one of our staff members) for as long as is necessary to provide support related to your enquiry or requested service.
If legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms and Conditions, we may also retain some of your information for a limited period of time as required, even after you have closed your account or it is no longer needed to provide the services to you.
How do we store information?
All sensitive personal information is stored in restricted access Office 365 document libraries, and any information held in paper copy is kept in locked cabinets with restricted access on site.
All data we store through third parties, whether this be through Office 365 or hosting companies for any of our websites, is held in data centres inside the EEA, who comply with the appropriate regulations.
Choosing how we use your data
North Herts CVS will not sell or rent your personally identifiable information, gathered as a result of filling out the site registration form, to anyone. Personal Data will ONLY be provided to a partner organisation with your express, specific permission, for legal or contractual purposes only (i.e. Personal Data put in a DBS application, when the application is sent to the Disclosure and Barring Service for processing).
We understand that you trust us with your personal information and we are committed to ensuring you can manage the privacy and security of your personal information yourself. With respect to the information relating to you that ends up in our possession, and recognising that it is your choice to provide us with your personally identifiable information, we commit to giving you the ability to do all of the following:
- You can also contact us by the same method to change, correct, or delete your personal information controlled by North Herts CVS regarding your profile at any time. Please note though that, if you have shared any information with others through social media channels, that information may remain visible, even if your account is deleted.
- You are also free to close your membership with us, If you do so, your membership will be deactivated. However, we may retain archived copies of your information should we be required by law or for legitimate business purposes (including to help address fraud and spam).
- You can unsubscribe from receiving marketing emails from us by clicking the “unsubscribe” link at the bottom of any email. Once you do this, you will no longer receive any emails from us.
- If you are subscribed to more than one of our mailing lists, and wish to remove your details from all of them, please email us directly and request the removal of your details from all our mailing lists.
Please note, we are constantly reviewing how we process and protect data. Therefore, changes to our policy may occur at any time. We will endeavour to publicise any changes.
This website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies with all UK national laws and requirements for user privacy.
Depending on your settings or the privacy policies for other online services such as web browsers, you may give us permission to obtain information from your account with those other services.
For example, this can be via social media or by choosing to send us your location data when accessing our website from your smartphone, these services have their own policies explaining how they use and share your personal data, you should carefully review those privacy policies before you use these sites to make sure that you are happy with how your personal information is being collected and shared.
We provide links to other websites which are not operated and controlled by North Herts CVS.
We have no control over and are not responsible for the content of those sites or how the third parties responsible for them collect and use your personal information. We do not endorse or make any representations about third party websites.
Third party websites usually have their own privacy policies explaining how they use and share your personal information. You should carefully review those privacy policies before you use these websites to make sure that you are happy with how your personal information is being collected and shared.
What are cookies?
Cookies are small files saved to the user’s computer’s hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.
Most of the cookies we set are automatically deleted from your computer when you leave our website or shortly afterwards.
We use anonymous session cookies (short-term cookies that disappear when you close your browser) to help you navigate the website and make the most of the features. This website uses tracking software to monitor its visitors to better understand how they use it.
The software will save a cookie to your computer’s hard drive in order to track and monitor your engagement and usage of the website, but will not store, save or collect personal information.
Should users wish to deny the use and saving of cookies from this website onto their computer’s hard drive, they should take necessary steps within their web browser’s security settings to block all cookies from this website and its external serving vendors.
(Version 2 June 2018)