Service Provider – Domestic Bliss/db homehelp, Suite 17, Springboard Business Centre, 24 Ellerbeck Way, Stokesley, TS9 5JZ
1.0 The Agreement
This document sets out the terms of the agreement. The Service Provider doesn’t require their customers to enter into a formal contract for a fixed term, although it is necessary to operate with agreed terms. The Agreement Terms are set out to ensure viability and fairness between the ‘Service Provider’ and the ‘Service User’. By using the service, the Service User automatically agrees to the terms as they are set out below.
The Service User will be provided with Agreement Terms before any work is completed. It may be necessary to amend/update these terms from time to time, in which case a revised version will be provided and become effective after a four week notice period.
1.1 Rates
The Service User will be provided with a written quotation, before any work is completed. The Service Provider will review their rates each year during the month of January. The Service Provider will notify you of the proposed increase by the 31st January and request that the standing order is increased for the 28th February. At least four weeks’ notice will be provided before an increase.
1.2 Payment Method
Payments are collected by standing order. The Service User will need to set up the standing order with their bank, with a payment date of the 28th. Payments are received in advance. Before any work is completed an initial payment will be requested to cover the first month. The Service User remains in complete control of the payments as the Service Provider is unable to collect payments.
It is the Service Users responsibility to cancel their standing order once the agreement is terminated. Any overpayments will be refunded at the end of the following month, but will be subject to a £25.00 administration charge.
1.3 Cancellations
Cancellations are included in the agreed rate. If the Service User cancels a refund will not be issued. The Domestic Assistant will still be paid.
It may be necessary for the Service Provider to cancel a visit. The Service Provider will make every effort to offer an alternative in the same week. If that is not possible the cancellation will be recorded and the Service User’s standing order will be reduced following the next review.
1.4 Insurance
The Domestic Assistants and Team Leaders are all employees of the Service Provider. All employees are fully insured to operate within the Service Users home or premises. The Service Provider’s insurance provides cover for at least £1,000,000.00 of public liability and £10,000,000.00 of employer’s liability.
1.5 Emergency Cover
It may be necessary for a Team Leader to fulfil a commitment. Tasks may need to be completed as quickly as possible, to avoid cancellation. The Service User would guarantee the standard of work as charges would remain the same.
1.6 Re-scheduling
It maybe necessary to re-schedule a visit, either by altering the time or day. This will be done with prior notice and the Service User’s agreement.
1.7 Holliday Cover
All employees are entitled to take annual leave throughout the year. During these periods the Service Provider will organise suitable cover. In most cases, a Team Leader will be provided.
1.8 Sickness Cover
It is inevitable that employees will have periods of sickness throughout the year. During these periods the Service Provider will organise suitable cover. In most cases, a Team Leader will be provided.
1.9 Health & Safety
The Service Provider is ultimately responsible for the health and safety of their employees. The Service User’s home or premises will become their place of work during the Service Provider’s commitment to the Service User. As such, regular risk assessments will be completed. The Service User is responsible to make sure that their home or premises is safe. It may be necessary for the Service Provider to report any health & safety concerns to the Service User, to ensure their home or premises is safe for the Domestic Assistants.
2.0 Pets
If the Service User intends to leave a pet in the home or premises unsupervised, the Service Provider will need to have been made aware during the initial consultation. A risk assessment will be completed at the time. Nervous/aggressive pets may need to be kept in a secure location separate from the Domestic Assistant. The Service User will be responsible if any clothing or equipment is damaged by the pet. Furthermore, the Domestic Assistant is not responsible for the Wellbeing of the pet.
2.1 Equipment/Materials
The Service Provider will provide their own equipment and materials. The Domestic Assistants are provided with safe equipment that they have been trained to use. They have also completed the necessary COSHH requirements for the materials that are used. If the Service User has any special requirements, this must be discussed with the Service Provider.
2.2 Key(s)
The Service User will be required to provide door keys, if the Service User won’t be at the property when services are scheduled. The Service Provider requires two keys. One will be provided to the Domestic Assistant and the other will be stored in the Service Provider’s safe. The second key is required so that cover can be provided if the Domestic Assistant is sick and so quality inspections can be completed.
2.3 Re-assessment
It may be necessary for us to re-assess your property and requirements. Circumstances can change and your requirements can increase or decrease. We will discuss this with you, if we feel a review is necessary. Alternatively, the Services User may feel a review is necessary, which should be discussed with the Service Provider.
2.4 Complaints
If the Service User wishes to complain about any aspect of the service that has been received, this must be reported to the Service User, immediately. The preferred method to complain would be by email. If the Service User does not have access to a computer, the Service Provider is available by telephone. The Service Provider will endeavour to rectify the problem as soon as possible. Following an appropriate investigation, the Service User will be notified of the outcome within 10 working days.
2.5 Agreement Termination
The Service User is required to provide at least four weeks-notice if they wish to cancel the agreement. The Service Provider requests that cancellations are received by email. If you do not want any further visits, full payment will still be required for the four-week period. The Domestic Assistant will still be paid during this period.
The Service User is not permitted to use any current or previous employees independently of the Service Provider, for a six-month period following the termination of the agreement. If the Service User breaches this clause, they must pay the Service Provider £500.00 compensation.
2.6 Marketing
For marketing purposes, we may take photographs of our employees within Service User’s properties. Exposure would be limited and would not include any personal information. If you do not wish us to take photographs within your property, please inform the Service Provider.