Referrers Information

This page is for professionals who refer clients to Slough Foodbank and may need a recap of our policies, processes and expectations. We will also share updates, petitions and sign-ups here and via email.

Creating and Issuing E-Vouchers

As a referrer, you create the e-voucher and pass the code to the client to redeem at any of our distribution centres.

Please ensure you do the following:

  • Suitably and as extensively as possible complete the “Referred Person’s Current Situation” section. This information is essential for ensuring we support clients safely, appropriately and with dignity.
  • Give the client the voucher code (Exxxxx-xxxxxx) by text/email, or ask them to write it down.
  • If the client wants it, print a hard copy for the client at the point of referral.
  • Check on any clients whose voucher remains unfulfilled or not collected.

About the E-Referral System

The Trussell e-referral database is used nationwide across the network.
All guidance below relates specifically to Slough Foodbank and our operating area.

Please do not share your login details. If colleagues also need access, ask them to email us so we can set up their account safely.

Key Points to Remember

1. Dependents

  • Please only record dependents of the client on the voucher.
  • We are receiving a number of referrals listing multiple adults; unless an adult is financially dependent on the client, they should not be included.
  • If additional adults require support, they should be assessed individually.

2. Parcel Collection

  • Vouchers are intended for clients in immediate food poverty and should be redeemed within 7 days of being issued.
  • Slough Foodbank operates a zero-tolerance policy on abuse. If your client is known to be aggressive, violent or intoxicated, you as the referrer must ensure a safe collection process—for example, arranging for a professional to accompany them or for someone else to collect on their behalf.

3. Distribution Centres

  • Clients (or someone on their behalf) may collect from any Slough Foodbank distribution centre,
  • The addresses and opening times of our distribution centres can be found here

4. Delivery

  • Emergency home delivery is available only in exceptional and limited circumstances. It is reserved for situations where a documented short-term illness or a significant mobility impairment makes it physically impossible for a client to attend one of our 6 distribution centres.
  • Emergency home delivery is not provided for reasons of convenience, lack of transport, work commitments, childcare arrangements or personal preference.
  • Selecting emergency delivery is a request only and does not guarantee delivery. All emergency delivery requests are assessed against published criteria and are subject to volunteer driver availability on Monday, Wednesday & Thursday, operational capacity on those days and volunteer safeguarding considerations.
  • Where delivery criteria are not met, collection will be required.
  • If a client cannot collect personally, a trusted friend, family member or colleague may collect on their behalf using the voucher details. Alternatively a member of the referring agency team may collect from a distribution centre or by prior arrangement, from our warehouse on Montrose Avenue. The public cannot attend our warehouse to collect food parcels.

5. More Than Six Vouchers

If you see that a client has already had six or more vouchers, please give consideration to issuing further vouchers 

We need to ensure:

  • There is no risk of dependency.
  • Multiple agencies are not issuing vouchers without coordination.
  • Any additional support is considered in the context of the client’s full circumstances.

Our shared aim is always to support clients toward stability, not long-term reliance on food parcels.

Food Parcel Referral Principles

Slough Foodbank is a charity focused on supporting people experiencing an emergency food poverty crisis. The food we distribute has been generously donated by individuals, schools, churches, businesses and community groups, who rightly expect us to use their donations responsibly and for those in greatest need.

To ensure we do this we operate to the following principles:

  • We aim to treat everyone fairly and equitably.
  • We focus on providing emergency food support.
  • Where people have longer-term financial difficulties, we ask them to engage with our Support & Advice team and work alongside their referring agency to identify more sustainable solutions.
  • We reserve the right to reduce or withdraw support after a client has received six food parcels within a six-month period, unless exceptional circumstances have been agreed with Slough Foodbank.

Before issuing a food voucher, please ensure that:

  • The client is experiencing an immediate food poverty crisis, with little or no food available and insufficient means to purchase adequate food.
  • The need arises from an identifiable, current crisis.
  • The client’s circumstances are known directly to your agency or they are being actively supported and signposted to the most appropriate services.
  • The client has not already received six food parcels for the same crisis unless further support has been agreed with Slough Foodbank.
  • The client is actively engaging with our Support & Advice service, where appropriate.
  • You have reviewed the client’s full record, including any recent notes, updates and previous food parcel history, before issuing any further vouchers.

By working together, we can ensure that emergency food support reaches those who need it most whilst helping people access the longer-term support needed to reduce their reliance on emergency food provision.

Energy Support

Slough Foodbank no longer issues energy (fuel) top-up vouchers.

We now work in partnership with Green Doctors, who provide a free, independent home energy advice service to help clients reduce their energy costs and improve their financial wellbeing.

If you refer a client to Slough Foodbank for energy support, we will refer them to Green Doctors, who will arrange a home visit and provide personalised advice and practical support.

During their visit, Green Doctors can:

  • Carry out a home energy efficiency assessment.
  • Help reduce heat loss and improve energy efficiency.
  • Advise on ways to lower your energy and water bills.
  • Check whether you are on the most suitable energy tariff.
  • Help you access grants, discounts and financial support that you may be entitled to.
  • Identify any energy or water debt and provide advice on managing it.
  • Offer practical energy-saving advice tailored to your home.
  • Identify wider issues such as damp, mould, health concerns or loneliness and refer you to other appropriate support services where needed.
  • Explain options for improving your home’s energy efficiency, including available retrofit schemes.

Our aim is not only to help with an immediate energy crisis but also to provide longer-term support that helps households reduce their bills and improve their financial resilience.

If you think one of your clients would benefit from this service, please speak to a member of the Slough Foodbank team.

Thank You

Thank you for your continued partnership and support.

If you have questions or concerns, or if your team needs further guidance, please contact us by phone or email.

Please share this information with colleagues who refer on your behalf.