Registered Charity No. 1164578
“Whoever the victim, and whatever the crime, we will always put them first and give the best possible support, care and advice”

Our Victim Charter

The victim’s charter is our promise to you for the standards that a victim of crime will receive. We will:

  • Ensure that victims receive consistently high standards of support and that all sections of our diverse community are able to access our services
  • Recognise that every victim is individual and has specific needs
  • Offer a victim focused Restorative Justice service ensuring victims are aware of their choices to participate or not
  • Make you aware of the standards of service you can expect from Victims First Northumbria staff and how we deal with feedback

Our Victims Code of Practice can be found here.

We will:

  • Ensure that victims can refer to the VFN service via website, telephone, email, and letter or through Northumbria Police and other third parties.
  • Provide a flexible service to all victims whatever their race, gender, disability, sexuality, culture, religion, sexuality or age.
  • Ensure that all of our staff and volunteers are fully trained and have passed strict vetting procedures.
  • Protect your personal data.
  • Focus on your personal safety and welfare.
  • We will clearly explain the boundaries of confidentiality and safeguarding.
  • Coordinators will be polite, helpful and professional, ensuring you are treated fairly.
  • Ensure that enquiries are dealt with promptly and efficiently.

To help us achieve our standards, we ask that you:

  • Provide information to allow the coordinator to offer you the best support.
  • Let us know if you need any specialist support to access the service.
  • Agree a future contract agreement.

We will:

  • Allocate you a dedicated coordinator, who will support you on your recovery journey.
  • Ensure that coordinators will make contact within 48 hours of referral to the service.
  • Discuss an individual needs assessment based on your current circumstances.
  • Empower you to help design your cope and recovery plan.
  • Carry out a risk assessment of your needs to identify areas of vulnerability and take appropriate action.
  • Refer to specialist support services in a timely manner that meets your cope and recovery needs.
  • Where appropriate, offer you dedicated support from trained volunteers.
  • Identify any gaps in specialist support services.
  • Where appropriate refer you back to your coordinator for support after a court outcome.

We will:

  • Discuss Restorative Justice options with all appropriate victims of crime where court proceedings have commenced.
  • Ensure victims are informed and supported before, during and after the RJ intervention.
  • Offer direct and indirect RJ interventions and options for corporate victims.
  • Assess your satisfaction levels after RJ intervention and use feedback to inform future RJ interventions and support.

We will:

  • Complete victim satisfaction surveys and use the results to inform development of future victim services.
  • Hear directly from victims and witnesses about their experiences through focus groups and surveys, directly feeding your views back to the criminal justice services.
  • Look at the specialist support that is in place locally and increase victim accessibility to this support.
  • Set out what needs to be done locally to enable better support for victims of crime and ensure that this is reflected in area wide strategies.
  • Provide clear information to allow you to raise a concern or make a complaint about the service you have received and keep you informed of the progress of your complaint.