Good practice for brokers

Keeping members' information private

How to handle what you see as a broker, and how to keep good records.

As a broker you see information other members do not: notes, safeguarding choices, vetting decisions and some messages. Members trust you with it.

Handling information

• Look only at what you need for the task in front of you.
• Do not discuss members with other members.
• Share concerns only with other brokers, your admin or your safeguarding lead, and only as needed.
• Do not copy information out of the site into personal notes, email or chat apps.
• Sign out when you finish, especially on a shared computer.

Keeping good records

• Write notes as facts: what happened, when, and what you did.
• Leave out opinions and guesses.
• Write each note as if the member might one day read it. They may have the right to ask for the information held about them.
• Give clear reasons when you reject, suspend, monitor or adjust a balance. These reasons stay on record.

What not to record

• Vetting certificates, certificate numbers or check results
• Health details, unless your community's rules say you may and it is needed
• Passwords or bank details, ever

If you think information has been seen by someone who should not see it, tell your admin straight away.

More guides in this topic

• A simple daily routine for brokers
• Helping members exchange time fairly
• Helping members stay safe
• Welcoming new members

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