These Terms & Conditions (“Terms”) constitute a legal agreement between you (“Customer”, “Client”, “Care Recipient”, “you” or “your”) and Lead Care (“Lead Care”, “we”, “us” or “our”).
These Terms govern your use of the Lead Care website and, where applicable, the provision of care and support services arranged with Lead Care.
By using our website, submitting an enquiry or entering into an agreement with Lead Care for care services, you agree to these Terms. If you do not agree with these Terms, you should not use our website or services.
Where care services are provided, additional terms, service agreements, care plans or other documentation may apply. Where there is any conflict between these Terms and a specific written care agreement, the specific care agreement will take precedence in relation to the care services.
1.1 Lead Care provides care and support services designed to help individuals maintain their independence, dignity and quality of life in their own homes.
Our services may include, depending on individual requirements and availability:
1.2 The services available to you will depend on your individual circumstances, care requirements, assessment and the availability of suitable care staff.
1.3 Information provided on our website is intended to provide general information about Lead Care and our services. It does not constitute a guarantee that a particular service, care worker or care package will be available.
1.4 Submitting an enquiry through our website does not create a contract for the provision of care services.
A care service will only commence once the appropriate assessment, care arrangements, service agreement and other required documentation have been completed.
2.1 Before care services commence, Lead Care may carry out an assessment to understand the Care Recipient’s individual needs, preferences, circumstances and risks.
2.2 The information provided during the assessment must be accurate and complete. You should tell us about any relevant medical, mobility, behavioural, medication, environmental or other circumstances that may affect the safe delivery of care.
2.3 A care plan may be prepared based on the information available to us and the outcome of the assessment.
The care plan may include information such as:
2.4 Care plans may be reviewed and updated when circumstances or care needs change.
2.5 You must inform Lead Care as soon as reasonably possible if there is a significant change in the Care Recipient’s condition, circumstances, medication, mobility, behaviour, living arrangements or care requirements.
2.6 Lead Care reserves the right to review or reassess a care package where the Care Recipient’s needs have changed or where the existing arrangements are no longer considered appropriate or safe.
3.1 Lead Care will use reasonable care and skill when providing agreed care services.
3.2 The exact services provided will depend on the agreed care plan and service arrangements.
3.3 Care staff will be expected to carry out duties that are within their role, training and competence.
3.4 Lead Care will not knowingly require care staff to undertake tasks for which they are not appropriately trained, competent or authorised.
3.5 Where specialist medical or nursing intervention is required, Lead Care may advise that an appropriate healthcare professional or specialist service is contacted.
3.6 Lead Care may work alongside other professionals involved in the Care Recipient’s support, where appropriate and lawful.
4.1 You agree to provide Lead Care with accurate and complete information necessary to assess and provide the care services.
4.2 You must inform us promptly of any changes that may affect the safe provision of care.
4.3 You are responsible for providing Lead Care with access to the property at agreed times where care is being delivered in the Care Recipient’s home.
4.4 The home environment should be reasonably safe and suitable for care staff to carry out their duties.
4.5 You must inform Lead Care of any known hazards or risks within the property, including:
4.6 You must treat Lead Care staff with dignity and respect.
Abusive, threatening, discriminatory or violent behaviour will not be tolerated.
4.7 Where a risk to the safety or wellbeing of the Care Recipient or care staff is identified, Lead Care may review, suspend or terminate the relevant care arrangements where necessary.
5.1 Where live-in care is provided, the Care Recipient and/or Customer must provide suitable accommodation for the care worker in accordance with the agreed care arrangements.
5.2 The accommodation should provide reasonable privacy, appropriate sleeping facilities and access to suitable bathroom facilities.
5.3 The care worker should be provided with appropriate opportunities for rest and breaks in accordance with applicable requirements and the agreed care arrangements.
5.4 The Customer must notify Lead Care of any circumstances that may affect the suitability or safety of the accommodation.
5.5 Specific live-in care arrangements, including duties, hours, breaks, accommodation and other requirements, may be set out in the applicable care agreement or care plan.
6.1 For visiting care, the agreed visit times and services will be set out in the care plan or service agreement.
6.2 Lead Care will make reasonable efforts to provide care visits at the agreed times. However, circumstances outside our reasonable control may occasionally result in delays or changes.
6.3 Where a scheduled visit cannot be provided as planned, Lead Care will take reasonable steps to communicate with the Customer and make alternative arrangements where possible.
6.4 The Customer should notify Lead Care as soon as possible if a scheduled visit is no longer required.
7.1 Lead Care aims to ensure that care staff engaged to provide services have appropriate qualifications, training, experience and checks relevant to their role.
7.2 The allocation of care staff will depend on factors including availability, location, skills, experience, compatibility and the requirements of the Care Recipient.
7.3 We may change the care worker assigned to a Care Recipient where reasonably necessary, including due to illness, absence, availability, safeguarding considerations or changes in care requirements.
7.4 We cannot guarantee that a particular care worker will always be available.
7.5 Lead Care may introduce different members of the care team to ensure continuity of care and appropriate cover.
8.1 Lead Care takes the safeguarding of adults at risk seriously and will follow applicable safeguarding policies, procedures and legal requirements.
8.2 If you believe that the Care Recipient or another person is in immediate danger, you should contact the emergency services by calling 999.
8.3 Where appropriate, Lead Care may report concerns relating to suspected abuse, neglect, exploitation or other safeguarding matters to the relevant authorities.
8.4 Lead Care may share relevant information with healthcare professionals, safeguarding authorities, emergency services or other appropriate organisations where this is necessary to protect an individual’s health, safety or welfare and where legally permitted or required.
8.5 You should provide Lead Care with relevant emergency contact details and ensure that these details remain up to date.
9.1 Any medication support provided by Lead Care will be subject to the Care Recipient’s care plan, applicable requirements and the competence and role of the care worker.
9.2 Lead Care staff will not undertake medical or nursing procedures outside their training, competence or authorised responsibilities.
9.3 Where a medical or nursing task is required, Lead Care may recommend that an appropriate healthcare professional is contacted.
9.4 You must provide accurate information about medication and notify Lead Care promptly of any changes.
10.1 The fees payable for care services will be agreed with you before services commence and may be set out in a separate quotation, service agreement or care plan.
10.2 Fees may vary depending on factors including:
10.3 You agree to pay all invoices by the payment date specified by Lead Care.
10.4 If a third party, such as a Local Authority or funding organisation, contributes towards the cost of care, you remain responsible for any amount that you have agreed to pay.
10.5 Lead Care reserves the right to review its fees from time to time. Where a change affects an existing care arrangement, we will provide reasonable notice where practicable.
10.6 If payment is overdue, Lead Care may contact you to request payment and may take appropriate steps to recover outstanding amounts.
10.7 Where payment remains outstanding, Lead Care may, subject to applicable law and safeguarding requirements, suspend or terminate services after giving appropriate notice.
11.1 If you need to cancel or change a care visit, you should provide Lead Care with as much notice as reasonably possible.
11.2 Cancellation charges, where applicable, will be set out in the relevant service agreement or quotation.
11.3 Where care requirements change significantly, Lead Care may need to carry out a further assessment before agreeing to continue or amend the service.
11.4 Lead Care may need to change scheduled visits or care arrangements due to circumstances including care worker sickness, emergencies, safeguarding concerns or other circumstances outside our reasonable control.
11.5 We will make reasonable efforts to minimise disruption to the Care Recipient.
12.1 You may request to end the care services by contacting Lead Care and providing any notice required under your service agreement.
12.2 Lead Care may terminate or suspend care services where:
12.3 Where possible, Lead Care will discuss the situation with the Customer and provide reasonable notice before ending services.
12.4 Where there is an immediate risk to health or safety, Lead Care may take immediate action where reasonably necessary.
13.1 Customers remain responsible for their personal belongings and property.
13.2 Lead Care staff should not be asked to undertake tasks that involve unreasonable risks to themselves or the Care Recipient.
13.3 Where Lead Care staff are required to handle money, valuables or personal belongings as part of an agreed care arrangement, appropriate procedures should be followed.
13.4 Customers should notify Lead Care immediately if they have concerns about missing or damaged property.
14.1 Lead Care maintains appropriate insurance arrangements for its business and services as required.
14.2 Customers should ensure that they maintain any household, building, contents, motor or other insurance that may reasonably be required for their circumstances.
14.3 Nothing in these Terms requires you to obtain insurance where this is not legally or reasonably necessary.
15.1 We respect the confidentiality of information relating to our Customers and Care Recipients.
15.2 We will only use or disclose confidential information where there is a legitimate and lawful reason to do so.
15.3 Information may be shared where necessary to provide care, protect health and safety, comply with legal or regulatory requirements, investigate safeguarding concerns or otherwise fulfil our legal obligations.
16.1 Lead Care collects and uses personal information in accordance with applicable UK data protection legislation.
16.2 Our Privacy Policy explains how we collect, use, store and protect personal information.
16.3 By providing personal information to Lead Care, you acknowledge that we may process that information for legitimate purposes connected with our website, enquiries and care services.
16.4 Where we process health or other special category information, we will do so only where an appropriate lawful basis and condition applies.
17.1 The Lead Care website is provided for general information and communication purposes.
17.2 You must not use the website:
17.3 We reserve the right to restrict or suspend access to the website where necessary.
18.1 We make reasonable efforts to ensure that information published on our website is accurate and current.
18.2 However, we do not guarantee that all information will always be complete, accurate or up to date.
18.3 We may change, update or remove website content at any time.
18.4 Information on our website should not be regarded as medical, nursing or individualised care advice.
19.1 Unless otherwise stated, the content of the Lead Care website belongs to Lead Care or is used with permission.
19.2 This includes:
19.3 You may access and view the website for personal and non-commercial purposes.
19.4 You must not reproduce, modify, distribute, publish or commercially exploit our website content without our prior written permission.
20.1 Our website may contain links to websites operated by third parties.
20.2 These links are provided for convenience and information only.
20.3 Lead Care does not control third-party websites and is not responsible for their content, availability, security, privacy policies or terms.
20.4 You should review the terms and privacy policies of third-party websites before using them or providing personal information.
21.1 We aim to keep our website available and functioning properly but cannot guarantee uninterrupted availability.
21.2 Access may occasionally be suspended or restricted because of:
21.3 We will take reasonable steps to restore access where possible.
22.1 Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited.
22.2 To the extent permitted by law, Lead Care will not be responsible for indirect or consequential losses arising from your use of the website.
22.3 We will not be responsible for losses resulting from information on third-party websites or services that we do not control.
22.4 Nothing in these Terms limits our responsibility for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
22.5 Where care services are provided, our liability will be subject to the terms of the applicable care agreement and applicable law.
Lead Care will not be responsible for delays or failure to provide services where this results from circumstances beyond our reasonable control.
Such circumstances may include:
Where such an event affects care services, we will take reasonable steps to minimise disruption and protect the wellbeing of the Care Recipient.
24.1 We aim to provide a high standard of care and customer service.
24.2 If you are unhappy with any aspect of our service, we encourage you to raise your concern with us as soon as possible so that we can investigate and respond appropriately.
24.3 Complaints will be handled in accordance with our complaints procedure and applicable regulatory requirements.
24.4 Nothing in these Terms prevents you from contacting an appropriate regulatory or public authority where you have a concern about the care provided.
25.1 Lead Care may update these Terms from time to time to reflect changes to our website, services, legal requirements or business practices.
25.2 The latest version will be published on our website with an updated “Last updated” date.
25.3 Where changes materially affect an existing care arrangement, we will provide appropriate notice where required.
26.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
26.2 A failure by Lead Care to enforce any provision of these Terms does not constitute a waiver of our right to enforce that provision later.
26.3 These Terms, together with any applicable care agreement, care plan, Privacy Policy and other agreed documentation, form the basis of the relationship between you and Lead Care.
26.4 You may not transfer your rights or obligations under these Terms to another person without our prior written consent, except where permitted by law.
These Terms are governed by the laws of England and Wales.
Any dispute arising in connection with these Terms or your use of the Lead Care website will be subject to the jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.
If you have any questions regarding these Terms & Conditions, please contact us:
Lead Care
Lincoln House
9 Station Court
Station Road
Great Shelford
CB22 5NE
Telephone: 01462 453332 / 0333 577 2636
Email: info@mk-worldwide.co.uk