Most of the time, it’s a joy to see people leaving our offices happy with the support they’ve received. That’s what our staff and volunteers work so hard for.
But sometimes things happen that are simply beyond our control. Websites go down, phones stop working, the internet drops out, or we run out of food. When that happens, we understand it can be disappointing. We feel it too.
We also want to clear up a common misunderstanding: We are not a council service, and we are not funded by the Welsh Government. We are an independent organisation doing our best to make a difference in our communities.
Much of what we do is self‑funded, supported by people paying it forward, or made possible through small donations. Every bit of help we offer is the result of hard work, goodwill, and community support. Not government budgets.
It’s also important to say this clearly: We have a zero‑tolerance policy for abuse and for theft of any kind.
Our offices must remain safe, respectful spaces for everyone. Any behaviour that threatens the wellbeing of our team, physically, mentally, or through implied intimidation, or any attempt to steal from our premises or resources will not be tolerated.
If someone refuses to leave when asked or prevents us from maintaining a safe working environment, we will take appropriate action, which may include involving the police.
And this isn’t just about protecting our staff and volunteers. We want our hubs to be safe spaces for our visitors and clients too. Many of the people who come to us are from different backgrounds and minority groups.
Many are on low incomes, live with mental health challenges, or are dealing with difficult personal circumstances. They deserve to feel safe, respected, and welcomed when they walk through our doors. Being kind to one another is the first step in providing any kind of support, and it’s something we can all contribute to.
If you ever feel disappointed by something, or if something hasn’t gone the way you expected, we encourage you not to take it out on the team. Instead, please send a detailed complaint to complaints@cetma.org.uk, including your name and contact details. This allows us to address the issue properly and helps us understand how we can continue improving our service.
If you’d like to support the work we do, there are two powerful ways to help: Volunteer your time and be part of the team, or if you’re able to do so, make a donation to help us continue supporting others.
Thank you for your kindness, your understanding, and your continued support for the people who support our community.