Terms & Conditions

These are our standard Terms & Conditions for Service Users:

1. As part of our service provision we request that service users agree to treat all staff employed by Extra Hands of Heacham Limited with respect, courtesy and consideration.

2. Any incidence of abuse to any member of staff could lead to the provision of service being withdrawn.

3. There will be no distinction between the quality of service delivered to a private service user or those from Norfolk County Council.

4. Failure to comply with any health and safety requirements highlighted during the risk assessment or further assessments may limit the flexibility of the service and cause the provision of care to be withdrawn.

5. The service user has a responsibility to make sure all equipment is safe.

6. Any accidental breakage or damage caused to your property by carers should be covered by your household insurance. In the event of breakages do not dispose of the items until inspection by the Insurance Company.

7. All staff are employed directly by Extra Hands of Heacham Limited and under no circumstances should carers be paid directly or any private arrangements made with them.

8. If you require any changes to your care package or wish to cancel a visit please inform us to ensure that you are not charged for unwanted visits or care services.

9. In the event of a carer calling at a service users home and receiving no response, the carer will immediately contact the Extra Hands office. We will then endeavour to contact the service user by telephone. In the event that we are unsuccessful we will try and contact the next of kin or key holder. We would also enquire with neighbours and local hospitals as to the service users whereabouts. If we are unable to gain access we will notify the police.

10. Extra Hands of Heacham Limited cannot be held responsible for damage caused by the police on gaining access to establish the safety of service users.

11. All contact with our carers may only be made through the office.

12. Any suspicion of theft by a member of staff will be reported to the police and Social Services.

13. Key Holding – Extra Hands of Heacham Limited prefers the service user to purchase a key safe. However if unable to do so we will hold keys only if agreed by the Home Care Manager and service user. Extra Hands of Heacham Limited will not be responsible for the loss of keys and any such losses may be reported to the police.