Our Policies
Our policies as an introductory agency, covering our general operating policies, our customer policies and our carer policies.
General Policies
Our policies as an introductory agency, covering how we match and introduce clients and carers, vetting, safeguarding, equality, data protection and complaints.
Introductory Agency Policy
What it means that we're an introductory agency, what our role includes and what it doesn't.
Client Matching & Introduction Policy
How we understand what clients and carers are looking for, and how we go about making an introduction.
Carer Registration & Vetting Policy
The checks and information we consider — identity, right to work, DBS, references and more — before accepting a carer for introduction.
Safeguarding Adults Policy
How to report a safeguarding concern, what to do in an emergency, and what safeguarding means for an introductory agency.
Equality, Diversity & Inclusion Policy
Our commitment to treating everyone fairly and without discrimination, and how that shapes the introductions we make.
Data Protection & Confidentiality Policy
How we collect, use, secure and retain personal information, and the rights you have over your data.
Complaints Policy
How to raise a concern about our service, how we handle complaints, and what happens when a complaint relates to a carer.
Customer Policies
How we handle your personal information, and the terms on which we provide our introductory service.
Carer Policies
What we expect from carers introduced through our service, and what you can expect from us — from terms and standards of conduct to safeguarding, health & safety, complaints and privacy.
Carer Terms & Conditions
The basis on which we register, vet and introduce carers to clients, and what's expected of you as a carer.
Carer Standards & Code of Conduct
The behaviour and professional standards we expect from every carer introduced to a client, from dignity and boundaries to safeguarding.
Carer Safeguarding & Reporting Procedure
What to do if you see, hear or suspect abuse, neglect or harm — how to recognise, record and report a concern.
Health, Safety & Lone Working Policy
Guidance for carers living and working in a client's home, including assessing a placement, lone working and emergencies.
Carer Complaints & Concerns Procedure
How carers can raise a complaint or concern about our service, an introduction, a client or an introduced placement.
Carer Privacy Policy
How we collect, use, store and share the personal information you provide to us as a carer.