Terms of Service

1. Introduction

These Terms of Service ("Terms") govern your use of the services provided by Friends Living In ("we", "us", or "our"). By engaging our services, you agree to be bound by these Terms.

Please read these Terms carefully before using our services. If you do not agree with any part of these Terms, please contact us to discuss your concerns.

2. Our Services

Friends Living In is an introductory agency. We introduce vetted, self-employed live-in carers to clients seeking live-in care support. The carer works directly with the client (or their representative), and together they manage the care arrangement. We do not manage or supervise the care provided. Our introductions include:

• Full-time live-in carers
• Carers experienced in dementia and Alzheimer's support
• Carers for couples
• Short-term and respite live-in carers
• Carers skilled in personal care assistance
• Carers who can support with medication prompts
• Carers providing domestic support and meal preparation
• Companionship-focused carers

3. How It Works

Before introducing a carer, we will:

• Conduct a consultation to understand your requirements
• Match you with suitable vetted carers based on your needs and preferences
• Provide a written introduction agreement outlining our fees
• Facilitate an introduction between you and your chosen carer
• Support you in establishing your direct arrangement with the carer

Once introduced, you and your carer work together directly. The carer is self-employed and you (or your representative) are responsible for managing the care relationship, including agreeing hours, duties, and payment directly with your carer.

4. Fees and Payment

Our fees are outlined in your individual service agreement. Key points include:

• Fees are invoiced weekly or monthly as agreed
• Payment is due within 14 days of invoice date
• We accept bank transfer, direct debit, and standing order
• Any fee changes will be communicated with at least 28 days notice
• Public holiday rates may apply on bank holidays

5. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

• 24+ hours notice: No charge
• Less than 24 hours notice: 50% of scheduled visit cost may apply
• Same day cancellation: Full visit cost may apply
• Service termination: 28 days written notice required

We apply this policy fairly and will always consider individual circumstances.

6. Our Responsibilities

As an introductory agency, we commit to:

• Thoroughly vetting all carers before introduction (including DBS checks, references, and right to work)
• Matching you with carers suited to your specific needs and preferences
• Providing clear information about our introduction service and fees
• Responding promptly to enquiries and feedback
• Maintaining confidentiality of your information
• Offering replacement introductions if your initial carer arrangement doesn't work out

Please note: We do not manage, supervise, or direct the care provided. The care relationship is directly between you and your carer.

7. Your Responsibilities

As the client (or client's representative), you are responsible for:

• Providing accurate information about care needs and circumstances during our consultation
• Managing your care arrangement directly with your carer once introduced
• Agreeing duties, hours, and payment terms directly with your carer
• Ensuring a safe working environment for your carer
• Paying our introduction fees as agreed
• Paying your carer directly for their services as agreed between you
• Treating your carer with respect and dignity

8. Safeguarding

We have robust safeguarding policies in place. All staff are trained to recognise and report concerns. We work closely with local authorities and follow all statutory requirements to ensure the safety and wellbeing of everyone in our care.

9. Complaints Procedure

We value your feedback and take all concerns seriously. If you are unhappy with any aspect of our service:

• Contact us directly to discuss your concern
• We will acknowledge complaints within 2 working days
• We aim to resolve issues within 28 days
• You can escalate to the Local Government Ombudsman if not resolved

10. Limitation of Liability

While we strive to provide excellent care, we are not liable for circumstances beyond our reasonable control, including but not limited to severe weather, transport disruptions, or unforeseen staff illness. We maintain appropriate insurance to cover our professional responsibilities.

11. Website Use

Our website is provided for informational purposes. While we endeavour to keep information accurate and up-to-date, we make no guarantees about completeness or accuracy. Specific service details, pricing, and availability will be confirmed during your care assessment.

12. Contact Us

If you have any questions about these Terms, please contact us: