Frequently asked questions
My referral was made today but I can't collect it today. When can I collect it?
The Welcome Centre provides crisis packs therefore all packs should be collected on the day of the referral. If there are circumstances that mean this is not possible, please let your referrer know so that your pack can be made up the following day.
My pack is due to be delivered but I won't be in, can I now collect it?
Packs that are eligible for delivery will be loaded from 9 am on the day of your delivery. If you know you will not be in please get in touch on 01484 340034 and we can make alternative arrangements. We will call you on the contact number provided by your referrer, as we may be able to arrange a redelivery the same day, to an alternative address, or to leave your pack in a safe place or with a neighbour. Alternatively, we will attempt redelivery of your pack the following day. If we are unable to deliver for 2 consecutive days, we will have to cancel your pack.
My pack was due for collection, but I can't get into town, can it now be delivered?
Packs that are due for collection can not be changed to delivery unless there are exceptional circumstances. Please contact your referrer.
My referral was made a few days ago but I haven't collected it. Will it still be available?
As we provide a crisis service, packs should be collected on the day of the referral. Packs that are not collected within 48 hours will no longer be available. Please speak to your referrer to make a new referral.
I am eligible for delivery, can I have an allocated time?
Packs will be delivered between 10 am and 4 pm, we are unable to give an allocated time slot. However, if you know you will not be at home at certain times, please ask your referrer to mention this to us, and we will do our best to accommodate your availability. If it is more convenient for you, we can also arrange to leave your pack in a safe place chosen by you, with a neighbour of your choice, or deliver it to an alternative address - if you would like us to do one of these things please tell your referrer so they can let us know.
Why am I not eligible for delivery?
We are no longer able to deliver to 100% of our clients and have reopened our centre for clients to collect their own packs. We are trying to ensure that those who may struggle to collect or are most vulnerable receive our delivery service.
I've referred a client but I don't know if they want delivery or collection. What will happen?
Any referrals taken without this information will be for collection only.
I'm a front line worker - how do I make a referral?
Simply call our referral line 01484 340034 between Monday to Friday, 10 am - 4 pm.
Make sure you have a good understanding of why someone needs a referral before you call. If you want to become a referrer please get in touch on the number above.
Do you only help homeless people?
No. We provide support to anyone in need. Every referral is based on an individual's circumstances.
How long does a food pack last?
A food pack is made to last for seven days. It contains a variety of foods based on an individual's needs and circumstances.