Frequently Asked Questions

General Frequently Asked Questions

What is a client?

Our clients are the people who use our service to acquire furniture and other household goods they need. They are either referred to us by a recognised welfare agency, or they prove to us that they are on an income based benefit.

What is a donor?

These are the kind people who offer us the furniture and other household goods. The life blood of our service, for without the donations of furniture we couldn’t exist.

Are you a charity?

Yes, registered with the Charity Commission, number 1108046

Why don’t you give items away free?

For two reasons, firstly it allows us to run a warehouse and offer our clients a choice of furniture, so does away with the social stigma of having a charity handout. Secondly, it costs us approximately £60,000 a year to run the charity, and the money raised by the sale goes towards trying to meet those costs.

Where does the furniture go?

Only to registered clients. We do reserve the right to put items to auction if we feel by doing so the items could help preserve the long term future of the charity.

Who benefits?

Everyone! Our clients have access to affordable furniture, which helps them to turn a house into a home. Our donors know their furniture will be reused. We prevent items from going to landfill, which helps the environment.

Are you part of the Harrogate Borough Council or North Yorkshire County Council?

No, we are a small independent charity

What area do you cover?

The whole of Harrogate district, plus Wetherby, Collingham & Boston Spa.

What if I live outside your area?

There are other furniture re-use stores around the country. Go to www.frn.org.uk for a list of all the stores in the country.

What hours are you open?

  • We are open  – 9- 4.00 Monday – Thursday, 9 – 11.45 on a Friday.
  • We are unable to collect or deliver furniture evenings or weekends.

Do you close for lunch?

No. Very occasionally we might have to close for a morning or afternoon session if we suddenly have someone taken ill. We post notices on the door should this happen, and regret any inconvenience it may cause.

Why can you not give me a more accurate time for collection/delivery?

We try to help people as much as possible, by giving a morning or afternoon appointment. Unfortunately, once the van leaves the warehouse we have no idea what we are walking into. The van could be at a job for two minutes, or an hour, so this makes it impossible to give accurate timings.

Why can’t you ring me 15 mins before you arrive?

We cannot phone people “15 minutes” before we arrive. A) because it is expensive in mobile calls, and B) we have found that the van is invariably sat outside waiting for people to arrive, delaying delivery/collection schedule.

Can you offer any precise times?

We do offer 1st jobs, i.e. collections/deliveries as close to 8.30am or 12.30pm (subject to traffic and volunteers arriving) but try and reserve these for people donating furniture after a bereavement, or where people can arrange to go into work a little later.

Things to Donate?  Frequently Asked Questions

Why won’t you take the items I am offering which are in immaculate condition?

Only having a small warehouse our space is at a premium. We need to know that we stand a reasonable chance to find a home for the items we handle. Certain items, due to age, size, or style just aren’t in demand. Any items that contain fabric MUST have a label attached which proves it complies with the Furniture Furnishings Fire Safety Regs 1988.(eg beds, suites, dining chairs etc)

Are you able to move other furniture around in my house while you are collecting?

No. The men who collect do not have the time, and are not covered by insurance to move any of your other possessions. We cannot remove items out of your house if we cannot accept them for re-use.

Do you do house moves?

No, we are too busy collecting and delivering furniture for the core business of the charity.

Do you do house clearances?

We are pleased to be able to take items that we can re-use as part of a house clearance, but regret we cannot take other items.

Will you loan us something?

No it is something we are unable to do

Can I bring furniture and household goods to your warehouse?

Yes please. We do reserve the right to have a look at the items before accepting them. It is a great help to us if small items, bedding, curtains etc can be delivered, as it means the van can concentrate on handling the bigger items.

How can I Gift Aid my donation, I thought it only applied to cash donations?

We are able to receive furniture and claim gift aid from the government. You need to be a UK tax payer – see the Gift Aid section in the website.

Need Furniture? Frequently Asked Questions

What do I need to bring to register?

Either a referral form issued by a social worker, benefits agencies, housing association, ministers of religion , or some other welfare agency, or a relatively recent official document showing you receive any of the following: Income Support, Housing Benefit, Council Tax Benefit, Employment and Support Allowance, Incapacity Benefit, Disability Living Allowance, Pension Credit, Working Families Tax Credit, Social Fund Loan, NHS Exemptions Certificate, Job Seekers Allowance (a letter confirming its Income Based JSA – the signing on book is not acceptable proof.)

I get my benefit for life, why do I have to re-register every three months?

We need to make sure we are always helping people in receipt of benefits and circumstances can change.

How do I renew my card?

Just bring in a new referral form, or a relatively recent official document showing you are still in receipt of an approved benefit.

Why won’t you just renew my card without proof?

People’s circumstances change. We only ask to confirm people’s details four times a year, and by doing so it helps us to ensure we are always helping the people who need access to our service.

Will you just move some things around in my house while you are delivering?

No. The men who deliver do not have the time, and are not covered by insurance to move any of your other possessions, or remove items out of your house if we cannot accept them or have delivered a new item to you.

Will you swap items?

No. Once an item has left our warehouse we will not swap it unless it is covered by our guarantee.

What guarantee comes with the appliances?

Three months. But it is a replacement guarantee (when we are able) not a repair guarantee.

Will you loan us something?

No it is something we are unable to do.

How much does an item cost?

We publish a Price Guide to let everyone know the prices we charge. Occasionally certain special items might have a higher price as we need to take every opportunity to close the shortfall between income and expenditure, or we will not continue to operate.

Do we take plastic (Credit/Debit cards)?

With the demise of the Cheque Guarantee Card we have started to accept Debit Cards as an alternative to cash. We make a 50p charge to cover the cost of the transaction, and to make a contribution towards the cost of hiring the terminal. We DO NOT accept Credit Cards. The board took the decision that Credit Cards can lead people into debt; that it was not right for a charity trying to alleviate poverty to encourage credit card use.

Why do I need to sign for the items?

We can claim reuse credits from NYCC for diverting items from landfill. As part of this they require a signed receipt for their audit trail.

Can we pay for items after delivery?

No. Unfortunately, the few times we have extended the offer to people, due to exceptional circumstances, they have let us down and we don’t see the money.

Can you deliver to another address?

No, due to people in the past fraudulently trying to abuse the service, we can only deliver to the registered address.

Why do you charge for delivery?

Ever increasing fuel costs made us decide to implement a delivery charge, and as a result smaller deliveries have largely stopped because clients now take smaller items away with them. We rarely now have to deliver just 2 items of bedding!

Can I buy on my friend’s card?

No. The card is only valid for the person to whom it is registered because it is the only way we can ensure we are helping the people who need our service.

What happens if the furniture will not fit in my room/cannot get it into my house?

That regrettably is your responsibility. Please seek advice, or measure before you select the items and have them delivered.

Can’t you do things cheaper?

We sell the items for the lowest price we can. It costs us approximately £60,000 a year to run, and only raise about 80% of the money we need from the direct sale of goods.