Complaints Procedure

1. Informal Resolution: If you have a concern, please speak directly with a member of our staff during your visit. We aim to resolve issues immediately to ensure your experience remains positive.

2. Formal Complaint: If your concern is not resolved informally, please submit a formal complaint in writing. You can email us at info@littlehaven.farm or send a letter to:

Little Haven Farm
Red Lane, Oxted
RH8 0RT

3. Acknowledgment: Upon receiving your complaint, we will acknowledge it within five working days.

4. Investigation: We will thoroughly investigate your complaint, which may involve speaking with relevant staff members and reviewing any necessary documentation.

5. Response: Within 15 working days of acknowledging your complaint, we will provide a written response detailing our findings and any actions we will take to address the issue.

6. Further Action: If you are not satisfied with our response, please contact us to discuss the matter further. We are committed to finding a satisfactory resolution.

Your feedback is invaluable in helping us maintain and improve the quality of our services. Thank you for helping us create a welcoming and enjoyable environment for everyone at Little Haven Farm.

The Equality Act 2010 is a comprehensive UK legislation that consolidates previous anti-discrimination laws, aiming to protect individuals from unfair treatment and promote a fair and more equal society. It identifies nine protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

At Little Haven Farm, we are committed to upholding the principles of the Equality Act 2010 in all aspects of our operations, including our engagement with volunteers. We recognize the invaluable contributions of volunteers and strive to create an inclusive and supportive environment for all.

Volunteer Engagement Policy

1. Equal Opportunity: We welcome volunteers from all backgrounds, ensuring that no individual is discriminated against based on any protected characteristic.

2. Support and Training: Volunteers will receive appropriate training and support to perform their roles effectively, with additional assistance provided to those identified as vulnerable.

3. Safeguarding: Volunteers working directly with children, young people, or vulnerable adults will undergo necessary background checks and adhere to safeguarding protocols to ensure the safety of all parties.

4. Supervision: Volunteers will not be left alone with vulnerable clients. They will work under the supervision of qualified staff members to maintain a safe environment.

5. Professional Placements: Volunteers on professional placements will have their suitability assessed in collaboration with their educational institutions. Any concerns will be addressed promptly, and appropriate actions will be taken to ensure compliance with safeguarding standards.

By implementing these policies, Little Haven Farm demonstrates its dedication to fostering an inclusive, safe, and supportive environment for all volunteers and service users, in alignment with the Equality Act 2010.

Ensuring the health and safety of all tools on a farm is crucial to prevent accidents and maintain a safe working environment. Here are key practices to follow:

1. Regular Maintenance and Inspection:

   • Conduct routine checks to identify wear, damage, or defects in tools.

   • Repair or replace faulty equipment promptly to prevent malfunctions.

2. Proper Storage:

   • Store tools in designated areas to prevent unauthorized access and reduce clutter.

   • Keep storage spaces clean and organized to avoid tripping hazards.

3. Training and Competency:

   • Ensure all users are trained in the correct operation of each tool.

   • Provide specific training for complex machinery to prevent misuse.

4. Use of Personal Protective Equipment (PPE):

   • Require appropriate PPE, such as gloves, safety glasses, or ear protection, when operating tools.

   • Ensure PPE is well-maintained and readily available.

5. Adherence to Manufacturer Guidelines:

   • Follow the manufacturer's instructions for tool use, maintenance, and safety precautions.

   • Avoid modifying tools in ways not recommended by the manufacturer.

6. Implementation of Safety Guards and Devices:

   • Ensure all safety guards are in place and functional before tool operation.

   • Never bypass or disable safety features designed to protect users.

7. Electrical Safety:

   • Regularly inspect electrical tools for damaged cords or plugs.

   • Use Ground Fault Circuit Interrupters (GFCIs) to prevent electrical shocks.

8. Safe Handling and Transportation:

   • Use proper lifting techniques to avoid strain or injury when moving heavy tools.

   • Secure tools during transport to prevent movement or damage.

9. Emergency Preparedness:

   • Keep first aid kits accessible and stocked.

   • Train staff in emergency response procedures, including the use of fire extinguishers and emergency shut-offs.

By implementing these practices, farms can create a safer working environment, reducing the risk of injuries associated with tool use.

Ensuring the safe operation and maintenance of farm machinery is crucial to prevent accidents and promote a secure working environment. Here are key practices to follow:

1. Regular Maintenance and Inspection:

   • Conduct routine checks to identify wear, damage, or defects in machinery.

   • Adhere to the manufacturer's maintenance schedule to ensure optimal performance.

2. Proper Training and Competency:

   • Ensure all operators receive comprehensive training on each machine's operation.

   • Verify that operators understand safety protocols and emergency procedures.

3. Use of Personal Protective Equipment (PPE):

   • Require appropriate PPE, such as gloves, safety glasses, ear protection, and steel-toed boots, when operating machinery.

   • Ensure PPE is well-maintained and readily available.

4. Implementation of Safety Guards and Devices:

   • Ensure all safety guards are in place and functional before machinery operation.

   • Never bypass or disable safety features designed to protect users.

5. Safe Operation Practices:

   • Operate machinery only under suitable weather conditions to maintain control and visibility.

   • Avoid operating machinery under the influence of alcohol, drugs, or when fatigued.

6. Proper Storage and Parking:

   • Park machinery on level ground and engage brakes to prevent unintended movement.

   • Store machinery in designated areas to prevent unauthorized access and reduce clutter.

7. Electrical and Hydraulic Safety:

   • Regularly inspect electrical components and hydraulic systems for leaks or damage.

   • Use lockout/tagout procedures during maintenance to prevent accidental startup.

8. Safe Handling of Attachments:

   • Ensure attachments are properly secured and compatible with the machinery.

   • Follow manufacturer guidelines for attaching and detaching equipment.

9. Emergency Preparedness:

   • Keep first aid kits accessible and stocked.

   • Train staff in emergency response procedures, including the use of fire extinguishers and emergency shut-offs.

By implementing these practices, farms can create a safer working environment, reducing the risk of injuries associated with machinery use.

Working safely with farm animals is essential to prevent injuries and ensure the well-being of both handlers and animals. Here are key guidelines to follow:

1. Understand Animal Behaviour:

   • Recognize that animals have unique behaviors and may react unpredictably.

   • Learn about the specific species you are handling to anticipate their responses.

2. Maintain Calm and Confident Demeanour:

   • Approach animals calmly and confidently to avoid startling them.

   • Avoid sudden movements or loud noises that could cause stress.

3. Use Proper Handling Techniques:

   • Utilize appropriate equipment, such as head rails, chutes, and gates, to safely manage animals.

   • Ensure equipment is well-maintained and suitable for the specific animal.

4. Be Aware of the Animal's Flight Zone:

   • Understand the concept of the flight zone—the area around an animal that, when entered, causes it to move away.

   • Approach animals from the side, avoiding their blind spots, to guide their movement effectively.

5. Wear Appropriate Personal Protective Equipment (PPE):

   • Use PPE such as gloves, boots, and protective clothing to minimize injury risks.

   • Ensure PPE is clean and in good condition before use.

6. Ensure Proper Training and Supervision:

   • Receive training on safe animal handling practices and emergency procedures.

   • Work under supervision until you are confident and competent in handling animals.

7. Maintain Clean and Safe Facilities:

   • Keep animal housing and handling areas clean to prevent disease and reduce hazards.

   • Regularly inspect facilities for maintenance needs and address issues promptly.

8. Practice Good Hygiene:

   • Wash hands thoroughly after handling animals to prevent the spread of zoonotic diseases.

   • Use disinfectants on equipment and clothing as necessary.

9. Be Prepared for Emergencies:

   • Know the location of first aid kits and emergency contact numbers.

   • Have a plan in place for dealing with animal escapes or injuries.

By adhering to these guidelines, handlers can create a safer environment for both themselves and the animals in their care.

Animal welfare is paramount to everything we do on the farm. We prioritize the well-being of our animals, ensuring they are cared for in a safe and compassionate environment. Our practices reflect our belief that happy, healthy animals are at the core of successful farming.

Participants will have the opportunity to learn about proper animal care and handling, fostering a sense of responsibility and empathy. Through hands-on experiences, we aim to instill a respect for all living beings and an understanding of their needs.ption