HWC Adverse Weather Policy
1. Purpose
The purpose of this Adverse Weather Policy is to ensure the safety and wellbeing of all participants, volunteers, and staff involved in Heston Wellness Centre’s chair-yoga classes and related activities. Older adults may be at increased risk during severe weather, and this policy sets out how decisions will be made to protect them.
2. Scope
This policy applies to all chair-yoga classes, workshops, outreach sessions, and any in-person activities delivered by Heston Wellness Centre.
3. Definition of Adverse Weather
Adverse weather may include, but is not limited to:
Heavy snow or ice that makes travel unsafe
High winds
Flooding
Extreme heat
Severe cold
Met Office severe weather warnings (Yellow, Amber, or Red alerts)
4. Decision-Making
The class instructor or designated duty manager will assess conditions no later than 3 hours before a scheduled session.
Decisions will take into account:
Met Office weather warnings
Local transport disruptions
Road and pavement safety
Indoor room temperature suitability
Heston Wellness Centre reserves the right to cancel, postpone, or modify classes for safety reasons.
5. Communication With Participants
Participants will be notified of any cancellations or changes via:
Text message
Phone call (for those without mobile access)
Email (where applicable)
Notice will be given as early as possible, ideally at least 2 hours before class.
Updates will also be posted on the charity’s website and/or social media channels.
6. Remote or Alternative Provision
Where possible, the instructor may offer:
A short, pre-recorded chair-yoga video
A live online session (e.g., Zoom)
At-home safety and wellbeing guidance
These are optional and dependent on the instructor’s ability to safely record or host a session during adverse conditions.
7. Responsibility of Participants
Participants are advised to:
Avoid travelling if conditions feel unsafe
Wear suitable footwear during winter months
Stay hydrated in hot weather
Keep their home warm during cold periods
Follow any safety advice provided by Heston Wellness Centre
Participants should not attend in-person classes if they feel unsafe travelling, regardless of whether the class is officially cancelled.
8. Venue Safety
If adverse weather affects the venue itself (e.g., power outages, heating issues, slippery entrances, water leaks), Heston Wellness Centre will suspend classes until the environment is deemed safe.
9. Rescheduling and Refunds
If a class is cancelled due to weather, Heston Wellness Centre will aim to reschedule the session where feasible.
If participants have paid in advance, they will receive either a credit toward a future session or a refund, depending on the charity’s booking policy.
10. Review of Policy
This policy will be reviewed annually or sooner if there are significant changes in operations or risks.
Complaints Policy for Heston Wellness Centre Ltd
Policy Statement Heston Wellness Centre Ltd (the "Centre") is committed to providing high-quality, affordable fitness and community support programs to advance the health and well-being of the public in Hounslow, with a particular focus on elderly individuals. We value feedback from our participants, volunteers, staff, and the wider community as it helps us improve our services. This policy sets out a clear, fair, and accessible process for handling complaints, ensuring they are dealt with promptly, impartially, and confidentially.
The Centre complies with relevant legislation, including the Equality Act 2010, Data Protection Act 2018 (incorporating GDPR), and guidance from the Charity Commission for England and Wales. We aim to resolve complaints informally where possible but provide a structured formal process if needed. No one will be disadvantaged or treated unfavourably for raising a genuine complaint.
Scope This policy applies to complaints about:
The quality or delivery of our services (e.g., chair yoga classes or community events).
The conduct of our trustees, directors, staff, or volunteers.
Our policies, procedures, or decision-making.
Fundraising activities or partnerships.
It does not cover:
Complaints about external organisations or individuals not affiliated with the Centre (these should be directed to the relevant party).
Safeguarding concerns involving vulnerable adults or children, which are handled under our separate Safeguarding Policy and may involve statutory referrals.
Anonymous complaints will be considered where possible, but we may be limited in our ability to investigate or respond fully.
How to Make a Complaint Complaints can be made verbally or in writing (including email, letter, or via our website contact form). We encourage early resolution and welcome suggestions for improvement.
Contact details:
Email: [Insert email address, e.g., complaints@hestonwellnesscentre.org]
Post: Heston Wellness Centre Ltd, 31 Cranford Lane, Hounslow, Middlesex, TW5 9EP
Telephone: [Insert phone number]
In person: Speak to a trustee or volunteer during a class or event.
Please provide:
Your name and contact details (if not anonymous).
Details of the complaint, including dates, times, and individuals involved.
What outcome you are seeking (e.g., an apology, change in procedure).
Complaints Procedure We aim to acknowledge all complaints within 3 working days and resolve them as quickly as possible. The process has three stages:
Informal Resolution: Most complaints can be resolved quickly. If appropriate, a trustee or designated volunteer will discuss the issue with you and aim to resolve it within 7 working days. If this satisfies you, no further action is needed.
Formal Investigation: If the informal stage does not resolve the issue, or if the complaint is serious, submit it in writing. A lead trustee (not involved in the complaint) will investigate, gathering evidence and speaking to relevant parties. You will receive a written response within 21 working days, outlining findings, actions taken, and any proposed remedies.
Appeal: If you are dissatisfied with the formal response, appeal in writing within 14 days to the Chair of Trustees (or another trustee if the Chair is involved). The appeal will be reviewed by at least two trustees, and a final decision will be provided within 21 working days. This decision is final within the Centre.
If your complaint relates to data protection or fundraising, you may escalate to external bodies after our process:
Information Commissioner's Office (ICO) for data issues (ico.org.uk).
Fundraising Regulator for fundraising concerns (fundraisingregulator.org.uk).
Charity Commission for serious governance issues (gov.uk/complain-about-charity).
Confidentiality and Data Protection All complaints will be handled confidentially, sharing information only with those directly involved in the investigation. Personal data will be processed in line with our Privacy Policy and GDPR requirements. Records of complaints will be retained securely for 6 years (or longer if required by law) for monitoring purposes.
Monitoring and Review The trustees will review all complaints annually to identify trends, improve services, and ensure policy effectiveness. This policy will be reviewed every two years or following significant changes in legislation or operations.
Date Adopted: 14 December 2025
Next Review: Annually or following significant changes to activities
Approved by: The Board of Trustees
This policy is available on our website and in alternative formats upon request. For further information, contact us using the details above.
Equality and Diversity Policy for Heston Wellness Centre Ltd
Policy Statement Heston Wellness Centre Ltd (the "Centre") is committed to promoting equality, diversity, and inclusion in all its activities, services, and operations. We recognise that discrimination and inequality can prevent individuals from fully participating in society, and we aim to create a welcoming, respectful, and accessible environment for everyone. This policy outlines our dedication to eliminating discrimination, harassment, and prejudice while valuing the unique contributions of all individuals.
The Centre complies with the Equality Act 2010 and other relevant legislation, ensuring that no one is treated less favourably on the grounds of protected characteristics, including age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including ethnicity and nationality), religion or belief, sex, or sexual orientation. We also extend this commitment to other factors such as socioeconomic background, caring responsibilities, or health status, where relevant to our work.
Our mission is to advance the health and well-being of the public in Hounslow through affordable fitness and community support programs, with a particular focus on elderly individuals (aged 65 and over). We believe that embracing diversity strengthens our community and enhances the impact of our services.
Scope This policy applies to all trustees, directors, staff, volunteers, participants, service users, partners, and visitors involved with the Centre. It covers all aspects of our operations, including:
Delivery of classes and programs (e.g., chair yoga and other wellness activities).
Recruitment, training, and management of volunteers and staff.
Fundraising events and community partnerships.
Decision-making processes and resource allocation.
Our Commitments
Promoting Equality of Opportunity: We will ensure that our services, such as £1 chair yoga classes, are accessible to all eligible individuals (aged 65 and over) regardless of protected characteristics. Programs will be designed to be inclusive, with considerations for physical accessibility (e.g., ground-floor venues with ramps), cultural sensitivity (e.g., accommodating diverse faiths and backgrounds), and financial barriers (e.g., low-cost or subsidised options).
Valuing Diversity: We celebrate the diversity of our community, including participants from a wide range of genders, ethnicities, religions, and abilities. Our classes are open to men, women, and non-binary individuals, and we actively encourage participation from underrepresented groups in Hounslow.
Preventing Discrimination and Harassment: We will not tolerate any form of direct or indirect discrimination, harassment, victimisation, or bullying. This includes offensive language, jokes, or behaviours that cause distress or create a hostile environment.
Inclusion in Practice: We aim to:
Use accessible publicity materials (e.g., large print, multiple languages where feasible).
Provide reasonable adjustments for disabilities (e.g., hearing loops, seated activities).
Schedule events at times that suit diverse needs (e.g., avoiding conflicts with religious observances).
Partner with local organisations to reach marginalised groups.
Responsibilities
Trustees and Directors (Sefali Dhani, Dean Jordan, Sandeep Gupta): Lead by example, ensure policy compliance in governance, and review the policy annually. They are responsible for addressing any breaches and promoting a culture of inclusion.
Staff and Volunteers: Treat everyone with respect, report incidents of discrimination, and participate in relevant training.
Participants and Service Users: Respect others and adhere to our code of conduct during activities.
All Involved: Everyone has a role in fostering an inclusive environment and can raise concerns without fear of reprisal.
Implementation To put this policy into action:
Training: Provide equality and diversity awareness sessions for trustees, staff, and volunteers at least annually.
Monitoring: Track participant demographics (anonymously) to ensure broad representation and identify barriers. Review feedback from classes and events.
Accessibility Audits: Regularly assess venues and programs for inclusivity, making improvements as needed.
Partnerships: Collaborate with diverse community groups to expand reach and learn from best practices.
Complaints Procedure If anyone believes they have experienced or witnessed discrimination, harassment, or a breach of this policy:
Report it confidentially to a trustee (e.g., via email to [insert contact email] or in person).
The complaint will be investigated promptly, fairly, and impartially by at least two trustees (excluding any involved parties).
Both sides will be heard, and a decision will be made within 14 days, with actions such as warnings, exclusions, or referrals to authorities if necessary.
Appeals can be made to the full board of trustees.
We will support victims and ensure no retaliation occurs. Serious breaches may lead to exclusion from activities or referral to relevant authorities (e.g., police for hate crimes).
Health and Safety Policy
1. Statement of Intent
Heston Wellness Centre (HWC) is committed to providing a safe and healthy environment for our 250+ students, our instructors, and our volunteers. We recognise that our primary beneficiaries are elderly and may have mobility or cognitive challenges (such as dementia). We aim to manage risks proportionately, ensuring that the benefits of physical activity are delivered safely.
2. General Responsibilities
The Board of Trustees: Holds ultimate legal responsibility for health and safety. They must ensure that risk assessments are conducted and that instructors are competent.
Lead Instructor (Sefali Dhani): Responsible for the safe delivery of the session, checking the floor surface, and ensuring participants are working within their physical limits.
Participants: Are encouraged to take responsibility for their own health, to inform instructors of any new medical conditions, and to follow safety instructions.
3. High-Occupancy Risk Management
To manage sessions with up to 70 participants safely:
Space Requirements: The Board will ensure the venue is not overcrowded.
Clear Walkways: Instructors must ensure that bags, coats, and mobility aids (walkers/canes) are stored safely at the perimeter of the room to prevent trip hazards.
Additional Oversight: In classes over 50 people, at least one Trustee or volunteer must be present in a non-teaching capacity to act as a "Safety Marshal."
4. Falls Prevention and Chair Yoga
Given our focus on elderly care, we adopt the following specific controls:
Chair Checks: Chairs used for "Chair Yoga" will be checked for stability.
Progressive Loading: Exercises are designed to improve balance and core strength gradually.
Environment: We ensure the room temperature is maintained between 18°C and 22°C to prevent muscle stiffness or heat exhaustion.
5. First Aid and Medical Emergencies
First Aid Kit: A fully stocked First Aid kit must be visible and accessible during every session.
Defibrillator (AED): All instructors must know the location of the nearest AED.
Accident Book: All slips, trips, or "near misses" must be recorded in the HWC Accident Book.
Emergency Contact: Every student must provide an emergency contact number upon registration, which is kept in the "Session Register."
6. Risk Assessment Procedure
The Charity will maintain a Live Risk Assessment document.
Safeguarding Policy
Heston Wellness Centre (HWC)
Designated Safeguarding Lead (DSL): Sandeep Gupta (Former Serious Fraud Office Barrister)
1. Purpose and Scope
This policy sets out the framework for Heston Wellness Centre (HWC) to protect adults at risk from abuse, neglect, or exploitation. It applies to all trustees, volunteers, and contracted instructors.
HWC operates on the six principles of the Care Act 2014:
Empowerment: Supporting people to make their own decisions.
Prevention: Taking action before harm occurs.
Proportionality: The least intrusive response appropriate to the risk.
Protection: Support for those in greatest need.
Partnership: Working with local services in Heston and Hounslow.
Accountability: Transparency in our safeguarding practices.
2. Identifying Risks in Large Sessions
With classes of up to 60 participants, HWC recognises specific environmental risks to elderly persons and those with dementia:
Physical Frailty: Increased risk of falls or medical distress in crowded spaces.
Communication Barriers: Difficulty for participants to voice concerns in a large group.
Hidden Vulnerability: Signs of neglect or financial abuse (e.g., being unable to afford the £1 fee) may be harder to spot.
3. Safer Recruitment and Vetting
To ensure the safety of our 250+ students, HWC maintains a rigorous vetting process:
Enhanced DBS Checks: All instructors and trustees must undergo an Enhanced Disclosure and Barring Service check.
Professional Standards: All contracted instructors must provide proof of valid insurance and professional certification (e.g., British Wheel of Yoga).
References: We will take up at least two references for any new volunteer or instructor.
4. Procedures for Reporting Concerns
If a trustee, volunteer, or student becomes concerned about the welfare of a participant, they must follow the "Recognise, Record, Report" procedure:
Recognise: Identify signs of harm (physical, emotional, financial, neglect, or self-neglect).
Record: Write down exactly what was seen or heard in the HWC Safeguarding Incident Log. Use the participant's own words where possible.
Report: Inform the Designated Safeguarding Lead (DSL) immediately.
Hounslow Local Authority Contact Details:
Hounslow Adult Social Care (First Contact): 020 8583 3100
Out of Hours (Emergency Duty Team): 020 8583 2222
Email: safeguardingadults@hounslow.gov.uk
5. Managing Large-Scale Class Safety
To mitigate risks in our high-occupancy sessions:
Staffing Ratios: No class over 50 participants shall proceed without at least two DBS-checked individuals present.
Medical Emergency Protocol: All instructors must be familiar with the location of the nearest defibrillator (AED) and have a charged mobile phone to call 999.
Dementia Awareness: Instructors must adapt teaching styles for those with cognitive impairments, ensuring instructions are clear and physical adjustments are minimal and respectful.
6. Code of Conduct for Trustees and Instructors
Respect: Treat all participants with dignity, regardless of their physical or mental ability.
Professional Boundaries: Avoid developing over-familiar personal relationships with vulnerable students outside of class hours.
No Secrets: Never promise to keep a safeguarding concern "secret"; explain that information must be shared to keep the person safe.
7. Confidentiality
HWC complies with the Data Protection Act 2018 and GDPR. Safeguarding records are kept in a locked digital file accessible only by the DSL and the Chair of Trustees. Information is only shared with external agencies (like Hounslow Social Care) on a "need-to-know" basis.
Sponsorship and Donations Policy
Heston Wellness Centre
Company number: 12313368
1. Purpose of this policy
This policy sets out how Heston Wellness Centre (the Organisation) accepts, manages and acknowledges donations and sponsorship, ensuring that all such income is handled ethically, transparently and in a way that protects the Organisation’s independence, reputation and charitable purpose.
This policy is written to align with Charity Commission guidance, in particular CC3 (The Essential Trustee), CC20 (Charities and Fundraising), and guidance on managing conflicts of interest and private benefit. It is intended to support the Organisation’s planned application for charitable status.
2. Scope
This policy applies to:
All donations, gifts and sponsorship received by the Organisation
All directors and future trustees
Any volunteers or representatives involved in fundraising or sponsor engagement
3. Core principles
The Organisation will ensure that:
Donations and sponsorship support and further the Organisation’s objects and public benefit
The Organisation remains independent in its decision-making
Any benefit to a donor or sponsor is incidental and proportionate
There is no endorsement of commercial products or services
Decisions are made in the best interests of the Organisation, not of donors or sponsors
The Organisation acts with integrity, transparency and accountability
4. Definitions
Donation
A voluntary gift of money or resources given without expectation of return or influence.
Sponsorship
Support provided by an individual or organisation (usually financial or in kind) where the Organisation agrees to acknowledge that support in an appropriate and proportionate manner.
5. Accepting donations and sponsorship
5.1 General position
The Organisation welcomes donations and sponsorship that are consistent with its values and objectives. All donations and sponsorship must:
Be lawful
Be compatible with the Organisation’s aims and values
Not compromise the Organisation’s independence or reputation
The Organisation reserves the right to refuse or return any donation or sponsorship where acceptance would be contrary to this policy or to Charity Commission guidance.
5.2 Unacceptable donations or sponsorship
The Organisation will not accept donations or sponsorship that:
Require the Organisation to promote, endorse or recommend specific products or services
Give a donor or sponsor influence over governance, strategy, programmes or beneficiaries
Are conditional on preferential treatment or exclusive access
Conflict with the Organisation’s objects, values or ethical stance
Could reasonably be perceived as damaging to the Organisation’s reputation
6. Acknowledging and thanking sponsors and donors
6.1 What the Organisation may do
The Organisation may acknowledge donors and sponsors in a factual and proportionate manner, including:
Listing names in publications, on the website or in annual reports
Displaying logos or names with wording such as “Supported by” or “With thanks to”
Thanking sponsors verbally at events
Providing neutral links to a sponsor’s website
All acknowledgements must remain secondary to the Organisation’s own identity and purpose.
6.2 What the Organisation will not do
The Organisation will not:
Endorse or promote commercial products or services
Include marketing language, slogans or calls to action
Act as a sales or referral channel
Allow sponsor branding to dominate communications or events
Acknowledgement must not amount to advertising.
7. Sponsorship agreements
Where appropriate, the Organisation will use a written sponsorship agreement which will clearly set out:
The nature and value of the sponsorship
How the sponsor will be acknowledged
Confirmation that sponsorship confers no control or influence
The Organisation’s right to withdraw recognition if required
Duration and review arrangements
All sponsorship agreements must be approved by the directors (and trustees once charitable status is obtained).
8. Conflicts of interest
All directors (and future trustees) must:
Declare any personal or financial interest in a donor or sponsor
Withdraw from discussions or decisions where a conflict exists
Ensure decisions are properly minuted
The Organisation’s Conflicts of Interest Policy must be followed at all times.
9. Use of donated funds
Donations and sponsorship will be:
Used only for the purposes for which they were given
Managed responsibly and transparently
Accounted for in the Organisation’s financial records
Restricted donations will be honoured in accordance with donor wishes and applicable law.
10. Oversight and responsibility
Overall responsibility for this policy rests with the Board of Directors (and trustees once registered as a charity)
Significant or sensitive donations or sponsorship arrangements must be approved by the Board
The Board will regularly review sponsorship relationships to ensure ongoing compliance
11. Review of this policy
This policy will be reviewed:
Annually, or
Earlier if required by changes in law, Charity Commission guidance or the Organisation’s activities
12. Related policies and documents
This policy should be read alongside:
Articles of Association
Constitution
Conflicts of Interest Policy
Financial Controls Policy
Safeguarding Policy (where relevant)
In the event of any conflict between this policy and the Articles of Association, the Articles of Association shall prevail.
Volunteer Management Policy
Organisation Name: Heston Wellness Centre
1. Introduction and Guiding Principles
Heston Wellness Centre (HWC) believes that volunteers are essential to achieving our charitable aims of promoting wellness through low-cost classes. This policy sets out the principles for managing volunteers effectively, ensuring a rewarding experience for them while protecting the interests of HWC and its beneficiaries.
Key Principles:
Volunteers are not employees; they give their time freely and voluntarily.
Volunteers will be treated fairly, consistently, and with respect.
Volunteers will not be used to replace paid staff or instructors.
The relationship is a mutual commitment, not a contract of employment.
2. Volunteer Roles and Recruitment
2.1 Scope of Volunteer Roles
Volunteers primarily support the smooth running of our classes, administration, and fundraising efforts. Current roles typically include:
Greeting Attendees: Welcoming service users and providing general information.
Managing the Sign-in Sheet: Recording attendance for registers and class records.
Setting Up and Packing Down the Hall: This includes laying out mats and props, and ensuring the hall is left clear and tidy (as per the Health & Safety Policy).
Handling Small Amounts of Cash: Collecting class fees and managing float change.
Fundraising Support: Assisting with annual fundraising events and activities.
2.2 Recruitment and Induction
Application: All potential volunteers will be asked to complete a simple application form.
Informal Interview: An informal meeting will be held with a Trustee or the Health and Safety Officer (Mr Sandeep Gupta) to discuss the role and mutual expectations.
References: HWC may request two references, particularly for roles involving handling cash or contact with vulnerable adults.
Induction: All new volunteers will receive an induction, covering:
HWC's mission and purpose.
The Health and Safety Policy (including fire procedures and safe lifting for set-up/pack-down).
The Safeguarding Policy (how to report concerns).
Specific tasks, cash handling procedures, and the Code of Conduct.
3. Volunteer Rights and Responsibilities
3.1 Rights of the Volunteer
Volunteers have the right to:
Clear and accurate information about HWC and the role they are undertaking.
A clear line of supervision (e.g., reporting to Mr Sandeep Gupta).
Be protected by HWC's relevant insurance policies (Public Liability).
Receive appropriate training and support for their tasks, particularly for cash handling.
Have out-of-pocket expenses reimbursed (see Section 4).
3.2 Responsibilities of the Volunteer
Volunteers must:
Comply with all HWC policies, particularly Health & Safety and Safeguarding.
Act professionally, reliably, and in a way that protects the reputation of HWC.
Inform their supervisor (Mr Gupta) immediately if they are unable to attend a shift.
Maintain confidentiality regarding beneficiaries' personal or health information (GDPR).
Follow the documented cash-handling procedures strictly.
4. Expenses and Financial Matters
4.1 Reimbursement of Expenses
Volunteers are entitled to claim reimbursement for legitimate, out-of-pocket expenses incurred while carrying out their duties, provided the expenses have been pre-approved by a Trustee or Mr Sandeep Gupta.
Claiming: All claims must be submitted with a valid receipt within [e.g., 30 days] of the expense being incurred.
Eligible Expenses typically include: travel costs (e.g., bus fares) directly related to the role, and agreed-upon costs for resources used (e.g., printing for promotional flyers).
4.2 Payments
Under no circumstances will volunteers be paid a wage or salary. Any payment made could create an implied contract of employment, which is contrary to the charitable nature of the role.
5. Volunteer Safety and Support
5.1 Supervision
Each volunteer will be supported by a designated point of contact, Mr Sandeep Gupta (Health and Safety Officer), who will provide day-to-day guidance and deal with any issues.
5.2 Insurance
Volunteers carrying out authorised duties for HWC are covered under the charity’s Public Liability Insurance and Trustees Indemnity Insurance.
5.3 Dispute Resolution and Termination
If a volunteer’s conduct is unsatisfactory or a disagreement arises, the matter will be addressed informally first by Mr Gupta. If the issue is serious (e.g., a breach of the Safeguarding Policy, or misuse of cash), the Trustees reserve the right to immediately and respectfully terminate the volunteering arrangement.