Mama to Mama Referrals Policy
Date of Issue: May 2026
Issued by: Head of Operations
Approved by: The Board of Trustees
Reviewed: July 2026
Date of Next Review: May 2027
1. Introduction
Mama to Mama is Thanet’s only baby bank and provides essential support to families with children under five who are experiencing financial hardship. Many local parents face the daily challenge of choosing between food, fuel, and basic hygiene items, particularly during pregnancy and early childhood.
We work in partnership with local professionals to provide high‑quality care packages and, where appropriate, additional 1‑to‑1 extended support to help families build resilience.
This policy sets out how referrals to Mama to Mama for Baby Bank and One to One extended support are made, processed, and supported.
2. Purpose of the Policy
The purpose of this policy is to ensure that referrals are made safely, appropriately, and in line with safeguarding and data protection requirements. It also ensures that families receive timely, dignified support and that referral partners understand their responsibilities. The policy explains what information we collect, how it is used, and how we maintain confidentiality.
3. Who Can Make a Referral to baby bank services and extended 1-to-1 support
Referrals can only be made by professionals or people supporting the family, known as Referral Partners. These may include health professionals, social care teams, schools and early years settings, community organisations, housing officers, domestic abuse services and other frontline workers.
Referral Partners may be employees or volunteers of the referring organisation, but they must have authorisation from a senior manager to make referrals on behalf of their service.
We also accept referrals from individuals supporting families such as: foster carers and kinship carers.
Mama to Mama does not accept self‑referrals.
4. Becoming a Referral Partner
New Referral Partners will receive an introductory email and access to documents outlining Mama to Mama’s services, referral process, and expectations. All Referral Partners, regardless of the nature of their organisation, must make referrals through the formal channels described in this policy.
Where a Referral Partner is new to Mama to Mama, we may request additional information about their organisation. This helps us understand their role in the community and supports strong, collaborative working relationships.
Referral Partners are expected to act within their own organisation’s safeguarding and information‑sharing policies when making a referral. This includes informing families that a referral is being made, explaining what information will be shared, and ensuring that sharing this information is appropriate, proportionate, and necessary to support access to our service.
5. How to Make a Referral
All referrals either for baby bank services, extended support or both, must be made using Mama to Mama’s official Referral Form, which can be requested by emailing hello@mama-to-mama.co.uk.
Referral Partners must:
Request the current version of the form
Complete all required sections
Submit the form
Collect the care package upon the designated times from Mama to Mama’s warehouse
An updated version of the form is issued at the start of each financial year to ensure it reflects our services and information needs. We might also, from time to time, change and update the referral form.
Referral Partners must confirm on the referral form that they have informed the family a referral is being made, explained what information will be shared with Mama to Mama and why, and obtained the family's agreement to this. Mama to Mama relies on this confirmation as part of its basis for processing the family's information, but reserves the right to request evidence of this at any time, and to pause or decline a referral where there is reason to believe consent was not properly obtained. Referral Partners are responsible for keeping their own records of the family's consent.
6. Information we Collect for Baby Bank referrals
The referral form collects the information needed for Mama to Mama to prepare an appropriate care package and to understand the family’s current circumstances. This includes details about the Referral Partner, basic information about the parent or carer, and the practical needs of the baby or child.
The form also asks for information that helps us tailor the support we provide, such as the age of the baby or expected due date, the type of items required, and any relevant considerations that may affect what we supply.
In addition to the information required to fulfil the referral, the form includes a number of monitoring questions. These help us understand who we are supporting, identify trends in local need, and demonstrate our impact to funders, partners, and stakeholders.
Monitoring information is collected alongside referral information and is initially processed as personal data in accordance with the UK General Data Protection Regulations (UK GDPR) and Mama to Mama's Information and Data Protection Policy. Before use in reporting to funders, partners, or stakeholders, monitoring data is aggregated and stripped of identifying details so that individuals cannot be identified. This anonymised, aggregated data is not considered personal data and falls outside the scope of the UK GDPR.
We regularly review and update the referral form to ensure it remains relevant, proportionate, and aligned with the services we offer.
7. Geographic Eligibility
Mama to Mama supports families living in Thanet, Kent, UK. Referrals from outside Thanet will only be considered in exceptional circumstances and at Mama to Mama’s discretion.
8. Care Package Contents
Mama to Mama provides care packages designed to ensure that a child’s basic needs can be met safely and with dignity. Each care package typically includes a set of preloved baby clothes for ages 0–6 months, along with age‑appropriate toys and books. We also provide a hygiene pack for both mother and baby (0–6 months), which may include nappies, breast pads, wipes, and toiletries essentials.
In addition to these items, we supply high‑cost equipment for children up to the age of five, such as prams, beds, mattresses, highchairs, and other essential nursery items.
All preloved items are carefully checked to ensure they are clean, safe, and in good condition before being included in a package. We have safety checks procedures to ensure that all items are safe to use by families; additionally for certain items like beds and cots, we include safety booklets and assembly instructions. For more information see our policy about Pre-loved donated items and Safety Checks.
Mama to Mama does not provide clothing for children over six months, nor do we supply maternity clothing. A full list of items we do not provide is available in the Annex to this policy.
We provide items based on what is available in stock at the time of the referral. Although we always do our best to meet the family’s needs, we cannot guarantee specific brands or the availability of every item requested.
9. Timescales and Collection
We typically prepare care packages for collection within one week of receiving a referral. Referral Partners will receive a notification once the package is ready.
The standard collection window is two weeks. If a package remains uncollected by the deadline, we will issue a reminder email with a final collection date. Should the deadline pass without collection, items will be returned to our inventory, and a new referral form must be submitted.
To uphold safety, confidentiality, and safeguarding standards, Referral Partners are required to collect the package from our warehouse and deliver it directly to the family.
While direct delivery by Mama to Mama is not standard, we may consider doing so in exceptional circumstances on a case-by-case basis.
10. Referral to 1‑to‑1 Extended Support Service
Mama to Mama offers additional support to local families through our 1‑to‑1 Extended Support Service. This service provides signposting to community organisations, referrals for grants or household goods, and information about local activities and support networks.
10.1 How to refer to 1‑to‑1 Extended Support Service
The baby bank referral form includes a question that allows Referral Partners to request access to our 1‑to‑1 Extended Support Service. If this option is selected, the form will direct you to a separate additional support form, which must be completed to help us understand the family’s wider needs.
Referral Partners may also request this additional support without submitting a baby bank referral; in these cases, the additional support form can be requested directly by emailing hello@mama-to-mama.co.uk.
As capacity for this service is limited, we ask that Referral Partners only request 1‑to‑1 support for families who would genuinely benefit from this extra help.
11. Guidance on Describing the Family’s Situation for additional support
Referral Partners must avoid sharing sensitive personal details, medical histories, or safeguarding disclosures.
Any safeguarding concerns must be reported through the appropriate statutory channels, not through the referral form.
All information provided is treated confidentially and in accordance with UK GDPR.
12. Safeguarding and Confidentiality
Mama to Mama is committed to safeguarding children and vulnerable adults. All staff and volunteers receive safeguarding training and follow our safeguarding procedures.
Information provided in referrals is stored securely, accessed only by authorised staff, and used solely for the purpose of providing support.
Referral Partners must ensure they follow their own organisation’s safeguarding and data protection policies when sharing information with us.
13. Responsibilities of Referral Partners
Referral Partners play a crucial role in ensuring families receive safe, appropriate support. They must:
Provide accurate and up‑to‑date information.
Obtain the family’s consent before submitting a referral.
Inform the family that the referral is being made and that the care package comes from Mama to Mama.
Share information in line with UK GDPR and safeguarding regulations.
Avoid oversharing sensitive or unnecessary personal information.
Ensure the information provided is proportionate and relevant.
Act within their own organisation’s safeguarding and information‑sharing policies.
Collect the care package promptly and deliver it directly to the family.
Notify Mama to Mama if circumstances change or if the referral is no longer required.
14. Review of Policy
This policy will be reviewed annually or sooner if required due to changes in legislation, services, or operational needs.
15. Related policies and documents
Information, Data and Information Policy
Safeguarding Policies (Adults and Children)
Pre-loved donated items policy and safety checks
Annex 1
Items we don’t include in our care packages:
Clothing: Clothes/shoes for children over 6 months old, maternity clothes.
Safety Gear: Car seats, stair gates
Sleep Items: Swaddle blankets, duvets, pillows, or baby nests/CocoonaBabys, used mattresses, pregnancy pillows
Feeding: Perfect prep machine, baby formula
Hygiene: Nappy bins, potties, or opened nappies/toiletries
Large Items: Drop-sided cots, Jumperoos, Electric or battery powered baby bouncers
Other: Used toys and pregnancy books.