Policies & Procedures

Statements regarding XenZone’s policies and procedures can be found here. Full copies of our policies are available on request from gill@xenzone.com.


Equality and Diversity Policy

XenZone is committed to providing an environment free from discrimination, bullying, harassment or victimization where all members of its community are treated with respect and dignity. It aims to create a culture of diversity, providing a dynamic environment, where everyone is valued for their contribution and individuality.

We are committed to providing equality of opportunity for all, irrespective of age, disability, ethnicity (including race, colour and nationality), gender (including gender reassignment, marital status, pregnancy or maternity), religion, belief or sexual orientation (including civil partnership status).


Safeguarding policy and procedure for Kooth online and face-to-face services

This policy aims to reflect the values and commitment within XenZone to ensure that young people accessing our services are safe, that their emotional welfare is promoted and that they are supported in the most effective way.

Working with children, young people and vulnerable adults at risk policy

XenZone carries out activities that bring employees and people working on behalf of our organisation into regular contact with children, young people and vulnerable adults at risk. Their welfare is paramount and all reasonable steps are taken to prevent them from harm. This policy indicates the way in which XenZone intends to deal with such matters and applies to all members of staff, workers or volunteers whose duties bring them into contact with children, young people and/or adults at risk.

Safeguarding concerns about any aspect of the XenZone website, Kooth or Qwell services can be raised using the safeguarding link on each site.


This policy gives XenZone’s workforce clear, unambiguous guidance as to their legal and professional roles in relation to sharing information and confidentiality, ensuring good practice throughout the organisation which is understood by all stakeholders including children, young people and adults who use XenZone services.


XenZone welcomes comments on the service it provides. We are committed to providing high quality services and activities. Complaints are one way that we can monitor, improve and develop our services. This policy sets out how you can make a complaint and what steps will be taken in response.

Complaints can be made via our complaints form.
Full copies of our policies are available on request to gill@xenzone.com.