You need to be logged in to save pages.
Our community membership is open to all single parents in England and Wales and gives you access to local and online support, news and events.Register now
At Gingerbread, we are committed to supporting single parents and we act in the best interests of the single parents we work with.
As such, we have a statement of Quality Commitment relating to the whole organisation which also applies to the Advice Service. We also have data protection and confidentiality policies in place to protect the interests of the single parents we support.
Our confidentiality policy
Gingerbread’s helpline is confidential for callers. This means we won’t share any details of your call with anyone outside the organisation, without your permission.
There are a few exceptional situations where we may have to pass on your details without your consent.
Situations where we might need to break confidentiality:
If we felt we needed to break confidentiality we would make all reasonable effort to keep you informed of what we intend to do.
Call recording and listening
Some calls to the helpline are recorded and monitored for training purposes. A message at the beginning of each call is played to let all callers know this sometimes happens.
We record calls to help advisers improve their performance and to make sure calls are high quality. Any recorded calls are kept securely and then destroyed when no longer needed. Calls are never shared outside Gingerbread.
Some calls are listened to by another person in real time. This is also for training and induction purposes and is usually by a Gingerbread staff member. If someone outside Gingerbread is authorised to listen to calls, they must sign a confidentiality agreement and the adviser will ask your permission at the beginning of the call for them to listen in. You have a right to refuse and the call will continue without listening in.
The Gingerbread single parent helpline does not routinely take identifying personal information from callers. We may sometimes take address or phone number details if referring you onto another service or part of Gingerbread, or if we are sending information in the post.
All personal data are stored and treated according to the Data Protection Act 1998.
Service standards for the single parent helpline
We have the following service standards for the helpline: