Your Rights and Responsibilities

St George Accommodation for Youth Limited – our Service is committed to respect, choice, empowerment, care and kindness towards our clients and those we work with


Feedback and Complaints

We welcome your feedback and any complaints

You have the right to complain about our Service

Letting us know what you think allows us to keep improving our service

All complaints are treated seriously and we will promptly respond

Any feedback or complaint you make will never be held against you, or affect the way we assist you

If you would like more information about how to gives us feedback, contact us at

Complaints can also by dealt by the Ombudsman at


Personal Information – Policy and Consent

In order to assist you with your accommodation and other support needs, we have to collect personal information about you and hold that information on our files

With your agreement, we may also need to disclose some of that information to other people

Our policy explains:

.  what information we will collect

.  how we will use that information;

.  and your rights in relation to that information

We want to ensure that you understand this details before agreeing to share your personal information with us


The information will we collect

In order to decide how we may be able to assist you, we need to collect information about you and your background. This includes:

.  your name and date of birth

.  your current address

.  contact details e.g phone, mobile and/or email

.  your ethnic background

.  your income and work history

.  relevant medical history e.g. mental health, drug or alcohol use or other special medical needs

.  any criminal charges; and 

.  other relevant information, such as,  family history, trauma, sexual identity and eviction from previous accommodation.

Most of this information will come directly from you – we may however collect some information from other people, such as a nominated referee – this will only ever occur with your prior consent. 


What will we use your personal information for?

Your personal information is used in:

.  deciding whether our service is be able to meet your support needs

.  dealing with issues that may arise during your support period with us

.  liaising with other care agencies and other people involved in your care; and 

.  any others matters directly related to the service we provide to you


What are your rights in relation your personal information?

.  except in a very limited range of circumstance recognized under privacy legislation, we allow our clients to have access to their file upon request.

.  let us know if any information about you is incorrect – we can then change that information or note on your file what you have told us

.  your file is always securely stored – only our staff have access to your details 

.  we seek a signed undertaking from all our employees that all client information is kept strictly confidential

.  client information is only ever used  for purposes authorized by this policy


How long do we keep your personal information?

.  we will retain your file for a period of 2 years after you stop receiving support from us or until you turn 25 (whichever occurs first)

.  After this period your file is disposed of in a secure manner


Your agreement with this policy

.  if on deciding to use our service after receiving a copy of the personal information policy, it is because you agree with the terms of the policy

.  never hesitate to ask us at any time if you have any questions or concerns 


For clients of the service the following rules apply

.  no criminal activity

.  there is to be no use of illegal drugs in any provided accommodation or at the service’s office

.  no consumption of alcohol by anyone under 18 years of age in or around the accommodation provided

.  there is a zero tolerance policy to any violence – this includes verbal abuse or physical threats to others 

.  no sexism or racism – there is to be no discrimination against another person due to  their gender, sexuality or ethnicity.

.  there is a no smoking policy inside all accommodation and the office of St George Accommodation for Youth