Referral Policy

Our Commitment to Fair and Compassionate Support

Carpenters Food & Support provides emergency food and short‑term guidance for households experiencing severe financial hardship.

To ensure support is delivered fairly and responsibly, all referrals are assessed against our policy.

This policy outlines how referrals are processed, what information is required, and what clients and referrers can expect throughout the support period.

Eligibility Criteria

A referral can be made when:

Household income is insufficient to cover essential living costs
The household is experiencing hunger as a result
The client lives within one of our designated postcodes: BS13, BS39, BS40, BS41 or BS14

Referrers must provide a brief explanation of the underlying causes of hardship. “Cost of living” alone is not sufficient.

Information Required

Referrers must outline the primary reasons for financial hardship, e.g:

Priority debt (rent arrears, council tax arrears)
Other debt pressures
Benefit delays or sanctions
Family or relationship breakdown
Sudden loss of income
Illness or disability
Unexpected crisis
High essential costs (with specifics)

Accurate information ensures appropriate assessment and support.

Referral Assessment

Not all referrals are automatically accepted. Each case is individually reviewed to ensure support is appropriate and aligned with our criteria. If accepted:

We contact the client with an appointment time (Wednesdays, 12pm–2:30pm)
Clients may nominate someone to collect food on their behalf
We are unable to offer home deliveries

If a client reports not hearing from us, please direct them to the South Bristol Advice Services Wednesday drop‑in.

Support Period

Support is typically provided for up to four weeks, with weekly reviews. This may be extended or shortened depending on the client’s circumstances. During this period:

Clients meet with a trained registrar
Additional support services may be recommended
Progress is reviewed weekly to ensure the support remains appropriate
You can email us with the reason, if you think there should be an extension beyond 4 weeks

Missed Appointments and Closure

If a client misses two appointments in a row, their case will be closed
After closure, there is usually a six‑week wait before re‑referral
In exceptional circumstances, referrers may contact us to discuss early re‑referral

Responsibilities of Referral Agencies

Referral partners are expected to:

Ensure clients meet eligibility criteria
Provide accurate, complete information
Submit vouchers by 2pm on Tuesday
Maintain confidentiality and professionalism
Use the referral system responsibly

Repeated ineligible or incomplete referrals may result in the referral agreement being reviewed or cancelled.

Data Handling and Confidentiality

All information provided through referrals is treated confidentially and used solely for the purpose of assessing and delivering support. Referrers are responsible for ensuring that clients understand and consent to the sharing of their information.

Working in Patnership

We believe effective support happens when agencies work together. Your partnership helps ensure that people in crisis receive the right help at the right time, delivered with dignity and compassion.