Customer Terms & Conditions

These Terms & Conditions explain the basis on which Live In Care Partners provides its introductory service to customers. They should be read alongside the Customer Privacy Policy, Safeguarding Adults Policy and Complaints Policy.

1. Our service

Live In Care Partners operates as an introductory agency. We listen to the support, lifestyle and practical requirements provided by the customer and identify potential independent live-in carers for consideration.

Our role is to vet potential carers, consider potential matches and facilitate introductions. We do not provide the ongoing personal care arrangement and do not direct or manage the day-to-day care provided by an introduced carer.

2. The independent carer relationship

If a customer and an independent live-in carer decide to proceed following an introduction, the ongoing care arrangement is agreed directly between them.

The customer and carer are responsible for agreeing to the practical arrangements, including duties and responsibilities, daily routines, accommodation, rest and time away, travel and expenses, notice arrangements and how the arrangement will operate day to day.

Live In Care Partners does not become the employer of the carer or take responsibility for directing or supervising the ongoing delivery of personal care.

3. Information provided by the customer

Customers must provide accurate and relevant information about the person receiving care, the home, household circumstances, support requirements, preferences and any other information that may reasonably affect the suitability or safety of an introduction.

Information should be updated if there is a material change before an introduction is made.

4. Matching and introductions

We use the information provided by the customer to identify potential carers whose experience, skills, availability and preferences may be relevant to the proposed arrangement.

A potential match is not a guarantee that the carer will accept the arrangement or that the customer will choose to proceed. Both the customer and carer remain free to decide whether the proposed arrangement is suitable.

Where requested, we may identify and introduce another potential independent carer. This does not mean that Live In Care Partners provides or manages ongoing absence cover.

5. Carer checks and information

Before making an introduction, Live In Care Partners may carry out proportionate checks relating to identity, right to work, DBS status, references, qualifications, experience and suitability.

Where relevant, information about a potential carer's experience, qualifications and other suitability information may be shared with the customer so that the customer can make an informed decision.

Checks carried out by Live In Care Partners do not replace the customer's responsibility to satisfy themselves that a proposed arrangement is suitable for their circumstances.

6. Customer choice

The customer remains responsible for deciding whether to proceed with any introduction. Customers may ask questions, speak with the potential carer and discuss the proposed arrangements before making a decision.

Live In Care Partners does not require a customer to accept a particular carer.

7. Placement cost and payment arrangements

The total placement cost and payment arrangements will be explained clearly to the customer before the customer enters into the relevant arrangement with Live In Care Partners.

The placement cost includes the amount attributable to the independent live-in carer's agreed service and the agency fee payable to Live In Care Partners for its introductory service.

The exact amount payable, payment schedule and any applicable expenses will be set out in the relevant quotation, placement confirmation or other written agreement provided to the customer.

Where payment is arranged through a third-party payment service, the customer will be given the relevant payment instructions before payment is due. The use of a payment service does not change the customer's direct care relationship with the independent carer.

The independent carer remains responsible for their own tax and other obligations arising from their self-employed status, subject to the actual circumstances of the arrangement and applicable law.

8. Trial Period and Cancellation

A seven-day trial period will apply from the date the independent live-in carer starts the agreed placement.

During the first seven days, the customer may end the placement without giving notice. The customer will remain responsible for payment for care and services actually provided up to the date the placement ends.

After the seven-day trial period, the customer may end the ongoing placement by giving fourteen days' notice, unless the customer and independent carer agree otherwise. The customer remains responsible for any sums properly due during the notice period in accordance with the agreed payment arrangements.

Where the customer needs to end the placement immediately because of a safeguarding concern, serious misconduct, an immediate safety concern or another serious circumstance where continuing the arrangement would not be appropriate, the customer should notify Live In Care Partners as soon as practicable and take any immediate steps necessary to protect the person's safety.

A customer may also decide not to proceed with a proposed carer before the placement starts. Where the customer has entered into a separate contract with Live In Care Partners for its introductory service, any applicable statutory cancellation rights will apply in accordance with that contract and the information provided before the service begins.

Where the customer expressly asks Live In Care Partners to begin providing its introductory service before the end of any applicable statutory cancellation period, the customer may be required to pay for the proportion of the introductory service provided before cancellation, where permitted by law.

9. Changes after an introduction

Once the customer and carer have agreed to proceed, they are responsible for discussing and managing changes to their ongoing care arrangement.

Live In Care Partners does not continuously assess, review or amend the customer's ongoing care arrangements.

If the customer requests an additional or replacement carer, Live In Care Partners may identify and introduce another potential carer. The customer remains responsible for deciding whether to proceed.

10. Safeguarding and safety

Safeguarding concerns should be raised promptly. If someone is in immediate danger, emergency services should be contacted.

Where a safeguarding concern is brought to our attention, Live In Care Partners will take appropriate action within the scope of its role. This may include contacting or providing information to the relevant local authority safeguarding team, police or other appropriate authority.

Our Safeguarding Adults Policy provides further information.

11. Complaints

Customers can raise concerns or make a complaint about the service provided by Live In Care Partners in accordance with our Complaints Policy.

Where a concern relates to the ongoing care, conduct or performance of an independent carer after an introduction, we will explain the limits of our role and, where appropriate, support the customer to understand the next steps available to them.

12. Data protection and confidentiality

Personal information will be handled in accordance with our Customer Privacy Policy, Data Protection & Confidentiality Policy and applicable data protection law.

We may share relevant information with a potential carer where necessary to facilitate an introduction and where there is a lawful basis for doing so. Information will not be shared unnecessarily.

13. Our liability and role

Live In Care Partners is responsible for the introductory service it provides. We do not provide, direct, supervise or manage the ongoing personal care arrangement between the customer and an independent carer.

14. Changes to these Terms & Conditions

We may update these Terms & Conditions where necessary to reflect changes to our service, legislation or guidance. The version applicable to a particular customer arrangement will be identified in the relevant documentation.

15. Governing law

These Terms & Conditions are intended for customers in England and Wales and are governed by the law applicable in England and Wales. Customers may also have rights under mandatory consumer protection legislation which cannot be excluded by these Terms & Conditions.