Our approach
The Link Visiting Scheme welcomes referrals from individuals, relatives and carers, health and social care professionals, community organisations and other appropriate sources. We consider each person individually and aim to respond with fairness, compassion and respect.
An initial conversation helps us understand why the referral has been made and whether one of our services may be suitable. Where appropriate, a member of our team will complete a fuller assessment. This may be by telephone, online or face to face, depending on the person’s needs, preferences, the service being considered and any relevant risks.
People’s circumstances can change. Someone who is not currently eligible or suitable may be referred again if their situation changes.
Who our services are for
As a general guide, our services are intended for people who:
are experiencing loneliness, isolation or a lack of meaningful social connection;
live in Wokingham Borough, unless a particular project has agreed different geographical criteria;
can engage with the service being considered and would benefit from friendship, activities or community connection;
can take part safely with the type of support available from trained volunteers and staff; and
are aged 60 or over.
Living alone is not an absolute requirement. We may support someone who lives with a spouse, relative or carer but remains socially isolated. People living in sheltered accommodation may also be eligible.
What we consider during assessment
We will consider:
the person’s wishes, expectations and preferred type of support;
their experience of loneliness and their existing support or social network;
whether befriending, an activity, an event or another Link service is the most suitable option;
communication, accessibility, mobility and other support needs;
whether an appropriate volunteer or service is available;
the safety and wellbeing of the person, volunteers, staff and others, including lone-working considerations;
whether another organisation or professionally led service would be better able to meet the person’s needs; and
any relevant safeguarding, boundary or risk concerns.
When one-to-one befriending may not be suitable
One-to-one befriending is provided by trained volunteers. It is not a regulated care, clinical, crisis or specialist mental health service. It may not be suitable where:
the person currently needs personal care, clinical treatment, crisis support, supervision or specialist help that an unqualified volunteer cannot safely provide;
the person has communication or cognitive needs that prevent a meaningful and mutually understood befriending relationship.
needs or risks associated with dementia, mental health, substance use, behaviour or another condition cannot currently be supported safely within the volunteer role;
the person is unable or unwilling to maintain appropriate boundaries with a volunteer;
a home visit would present an unmanageable health, safety, safeguarding or lone-working risk;
social inclusion is already being fully met through other funded or established support, and the Link’s involvement would not add a clear benefit; or
the person’s needs would be better met by another organisation or professionally led service.
Other options
A person who is not suitable for one-to-one befriending may still be offered group activities, events, telephone contact, another Link service or signposting to a more appropriate organisation. An offer will depend on the assessment, availability, eligibility and the support that can be provided safely.
Pausing or ending involvement
The Link may pause or end an assessment, match or service where circumstances change, risks cannot be managed, boundaries are not maintained, contact is repeatedly unsuccessful, the service is no longer beneficial, or the person’s needs can no longer be met safely within the Link’s role.
Wherever possible, we will explain the reason, involve the person in the discussion and consider another Link service or appropriate signposting. Immediate action may be necessary where there is a serious safeguarding or safety concern.
How decisions are made
The Link is responsible for deciding whether its services can safely and appropriately meet a person’s needs. Decisions are based on the information available, an individual assessment, the nature of our services, available volunteers and any relevant risks. We aim to apply these guidelines consistently while retaining reasonable flexibility for individual circumstances.
If someone is unhappy with a decision, they may ask us to explain it or request a review by a manager not directly involved in the original decision where practicable. They may also use the Link’s complaints process.
A guide, not an automatic checklist
These guidelines support fair and consistent decisions. Meeting the general criteria does not guarantee that a particular service or volunteer match is available. Equally, a person will not be declined solely because of a diagnosis, disability, living arrangement or protected characteristic.
Making a referral
To discuss a referral, contact the Link office on 0118 979 8019 or use the referral route on our website. Please provide only information that is relevant to the referral and share personal information lawfully. Our Privacy Notice explains how we use and protect information.
Review of these guidelines
We review these guidelines regularly and update them when our services, capacity, safeguarding responsibilities or referral arrangements change. The current version will be published on our website.
Updated: September 2026