Hotline & Complaints Procedure
At House of Agapé, we want a community where love, safety and care are central. We believe that every person is valuable and should be able to feel safe in our environment. That's why we take social safety seriously and work with clear agreements, confidentiality and support when necessary.
Safety
At House of Agapé, we believe safety, care, love and transparency are important.
We want an environment where everyone feels seen, heard and respected. That is why we have taken the following measures:
- Everyone involved in working with participants signs a code of conduct that focuses on treating each other with respect, boundaries and trust.
- We handle personal data and confidential information with care. Anyone with access to confidential information signs a confidentiality agreement.
- For relevant positions, we request a Statement of Conduct (VOG).
In addition, we invest in a culture of open and respectful communication. If there are concerns, tensions or discomforts, we encourage you to discuss this with the person concerned first, where possible. This often helps to better understand each other and to look for recovery together.
Is there for you
Sometimes it can happen that someone does not feel safe, feels hurt, or experiences something that does not feel good. Then it is important that there is someone who listens. At House of Agapé, you can always contact our counselor.
What does the counselor do?
* Listens to your story without judgment
* Thinks along with you about possible steps
* Provides advice and support
* Can help file a complaint
* Handles your information confidentially
The counselor is there for participants, volunteers, parents and stakeholders.
Conversations are confidential. Only in the event of serious insecurity or criminal offences can - in consultation where possible - be decided to take further steps.
The counselor at Huis van Agape is Kaitlyn Oyib.
She can be reached via:
📧 vertrouwenspersoon@huisvanagape.nl
📞 06 23 77 87 45
📄 Complaints procedure
If a situation cannot be resolved in conversation or via the counselor, a formal complaint can be filed with the board.
Our way of working:
- You will receive confirmation of receipt within a few business days.
- The complaint will be carefully examined with adversaries.
- Within an agreed period, you will receive feedback on the outcome and any next steps.