Code of Conduct and information for consumers
Increasing consumer confidence by recognising and promoting
businesses committed to trading lawfully, safely and fairly
This Code sets out the general principles of Personal Assistants at Home and Support With Confidence; it forms part of the membership requirements.
Providers undertake to:
- undertake only those activities for which they are qualified, experienced and have appropriate equipment
- comply with the legislation applicable to their business and activity undertaken
- trade fairly, openly and honestly recognising the rights of consumers
- abide by safeguarding principles
Providers and particularly those providing personal services, must protect the rights of customers by:
Treating each person as an individual
- Respecting and promoting the person’s individual views and wishes
- Supporting the person’s right to control their lives and make informed choices about the services they receive
- Respecting and maintaining the dignity and privacy of the person
- Promoting equal opportunities for the person and respecting diversity and different cultures and values
Providers, and particularly those providing personal services, must strive to establish and maintain the trust and confidence of customers by:
- Being honest and trustworthy
- Communicating in an appropriate, open, accurate and straightforward way
- Respecting confidential information
- Being reliable and dependable
- Honouring work commitments, agreements and arrangements to provide services and where it is not possible to do so explaining why
The full Terms and Conditions of membership together with Guidance notes explaining what businesses need to do to meet the terms and conditions are available on the website.
Information for consumers
Listed businesses have met the additional requirements and are members of Personal Assistants at home or Support with Confidence.
Businesses meeting the Scheme standard display the specific logo.
They are required to comply with the terms and conditions of membership as set out on the website at all times. The additional requirements of membership include
1) Where the business carries out regulated activity within the CQC regulations of a Personal Assistant acting at the direction of the client the person providing the service will have an Enhanced Disclosure Certificate (an enhanced DBS check)
2) They will have safeguarding procedures in place
If you are a budget holder receiving funds from the council you may need ensure that the people you use have Enhanced Disclosure Certificates. We will tell you if this applies.
If you decide to use a business from the scheme you will be entering into a contract with them and not your local authority or Personal Assistants at Home Ltd.
We will make reasonable efforts, including monitoring customer comments and carrying out audits and reviews, to check that businesses comply with the terms of the scheme and treat customers safely and fairly but occasionally things may go wrong.
In particular we do not:
- Guarantee the financial status of any business
- Accept any liability for any goods or services provided by any business
- Guarantee the quality or condition of any goods or services provided by any business
- Guarantee that the price of goods and services supplied is competitive relative to any other business.