Hi and welcome to SW5. We hope you find the services we have to offer friendly and helpful. We aim to offer you a service that gives you the information and advice you need to work safely and assist you in making other choices if you so choose.
What you can expect to receive from our services
- Your use of SW5's services will be confidential to you and the organisation. Any information about you will only be given to other people with your permission
- You can expect to be treated with respect by all the staff and anyone using the services
- You can get access to the café, with free food and drink available, if you are 30 years old or under. If you are over 30 all services except the café are available
- Free condoms & lube are available at anytime in the week during our opening hours
- You can also get free condoms and lube sent to you by post
- Appointments can be made to see the doctor, nurse, counsellor, masseur or Reiki practitioner
- We will provide you with travel cards for appointments you make through SW5
- You can use the telephone, computers, photocopier or access the internet for free
- You can receive information, advice and support on a variety of issues through individual appointments with the Project Team
- We will provide you with up to date information on sexual health
- We will support you in working with other professionals e.g. housing, health, immigration and the legal system
- You will be given opportunities to make comments and suggestions about the services
If you are unhappy with the service being provided we encourage you to speak to one of the Project Team or put suggestions/comments in the suggestions box so we can try and resolve the problem. Alternatively take your ideas or suggestions to the SW5 meetings that are held at regular intervals.
However if you feel this is unsuccessful you also have the right to make a complaint and the complaints policy is available on request.
Our expectations of you
In order to ensure the services at SW5 remain welcoming and accessible to everybody listed below are a few requests we ask you to respect when involved in any of SW5's services:
- Please keep SW5 a safe and accessible place for everybody. We will challenge what we consider to be discriminatory and derogatory attitudes
- We ask that you show respect for staff and others using the services and their right to confidentiality
- Please don't discuss other people's business without their consent or when they are not here
- You can smoke, but outside of the building
- We don't accept violence, bullying or threats made to anyone
- We request that you don't engage in sexual behaviour
- Please don't take alcohol or drugs to any of the services
- Please don't deal in drugs
- We ask that you don't use the services if you are under the effects of alcohol and drugs
- It's best not to use the services if you are heavily affected by your prescription medication
- Please don't bring your pets to the services
- We ask that you don't sleep whilst using the services
- You need to be responsible for your own belongings. However you may be able to leave something with us if you check with the staff
- We ask that you are fully dressed all the time
- Please have your mobile phone switched off or on silent/vibrate
- Mobile phones can be answered out the front of the building
- We request that you don't arrange punters/clients for yourself or others whilst using the services
- Please try and let us know if you can not make an appointment that you have booked
- You will be asked to pay back fares you were given for appointments or activities that you didn't attend and there will be no refunds given for deposits paid for activities that you then do not attend.
This is not an exhaustive list. The staff retain the right to determine what is and isn't appropriate behaviour whilst you are using SW5's services. We will remind you about respecting these requests. However not respecting them will affect your use of the services, could lead to you being asked to leave and your use of the services may get restricted or, in certain circumstances, withdrawn.
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