Definitions

• Service: The personal care support we provide.
• Carer: Any employee or representative delivering your care.
• Visit: The scheduled time when a carer attends your home.
• Care Plan: The personalised document outlining your assessed needs, risks, preferences and agreed support.

Our Services

We provide personal care based on your individual needs. This may include support with:

• Washing, bathing, and showering
• Dressing and grooming
• Toileting and continence care
• Mobility and transfers
• Medication support
• Meal preparation and nutrition
• Daily routines and wellbeing support

Any additional tasks will be agreed in your care plan. We do not provide clinical or nursing procedures.

Care Assessment and Care Plan

- Before support begins, we carry out a needs assessment and develop a care plan. You will be asked to sign the care plan to confirm accuracy. Care plans are reviewed regularly.

Fees and Payment

Fees are explained in advance. Invoices are issued weekly or monthly and are payable within 7–14 days. Late payments may result in suspension of services. Any additional costs (for example, mileage or bank holiday rates) will be discussed and agreed beforehand.

Cancellations and Changes

You may cancel a visit with 24 hours’ notice. Cancellations with less than 24 hours’ notice may be charged in full. We may occasionally alter visit times due to operational reasons and will notify you as soon as possible.

Access to the Home

You agree to provide safe access to your home at agreed visit times. If a key safe is used, you give permission for us to hold and securely use the access code. Key safe codes will only be shared with staff directly involved in your care. If we cannot gain access and believe you may be at risk, we may contact your emergency contact or the emergency services.

Emergency Situations & Duty of Care

If we arrive for a visit and cannot reach you or gain access, we will follow our emergency access procedure. This may include:

• Attempts to contact you
• Contacting your nominated representative
• Contacting emergency services if we believe you may be in danger

These actions are taken to protect your safety and wellbeing.

Staffing and Continuity

We aim to provide consistent carers. However, we may need to allocate a different carer due to sickness, holidays or emergencies. All staff are trained, supervised and DBS-checked.

Medication Administration

Medication support is delivered in line with your care plan, medication records (MAR charts), and relevant guidelines. You must notify us promptly of any medication changes.

Infection Control & Illness 

To protect you, our staff and visitors:

• You must inform us if you have an infectious illness or symptoms.
• Carers may use PPE where required.
• We may temporarily adjust or suspend visits if infection risks are present.

Use of Equipment

You agree to provide safe, properly maintained equipment (e.g., hoists, walking aids).
Carers will not use unsafe or unassessed equipment. Any changes to equipment must be reported to us immediately.

Health and Safety

You must ensure the home environment is safe for care delivery. This includes safe access, appropriate equipment and notifying us about hazards. We may suspend or withdraw services if health and safety risks are identified.

Valuables and Personal Belongings

We recommend storing valuables, cash and important documents securely. We cannot accept liability for missing items unless there is clear evidence that our staff were responsible.

Confidentiality and Data Protection

We comply with the UK GDPR and Data Protection Act 2018. Personal information is stored securely and shared only when necessary for care or legal requirements. You may request a copy of your records. Record Retention - Care records may be kept for up to 7 years, in line with legal requirements.

Safeguarding

We follow statutory safeguarding procedures.
If we believe you or someone else is at risk of harm, we may report concerns to:

• The local authority
• Police
• CQC or other relevant agencies

This is a legal duty to protect vulnerable individuals.

Complaints and Feedback

You may raise complaints at any time. We will acknowledge, investigate and respond promptly. If you are not satisfied, you may contact the CQC.

Ending Services

You may end the service by giving 7 days’ notice. We may end services if payments are repeatedly late, staff are at risk, or if care needs exceed what we can safely provide.

Liability

We hold full public liability and employer’s liability insurance. We are not liable for loss or damage not caused by our staff or events beyond our control.

Your Responsibilities

You agree to provide accurate information, maintain a safe environment, treat staff with respect, and inform us of any changes in your condition or needs.

Amendments

We may update these Terms to reflect service, regulatory or legal changes. You will be notified of any significant updates.