Policies & Procedures
At Brivon, we believe in transparency and trust. These policies and procedures explain how we work with families and carers to deliver safe, high-quality live-in care. Please select a section below to find relevant information.
For Families & Clients
Client Agreement & Terms
Brivon Care operates as an introductory agency, introducing families to independent, self-employed carers who support clients within their homes. We do not direct or control carers’ day-to-day work; carers operate as independent professionals, and families are responsible for supervising daily tasks and ensuring that the home environment remains safe. Brivon Care is not the employer of any carer. Families contract directly with the carer, while we provide matching, vetting verification, coordination and ongoing support throughout the care period. All fees, notice periods and trial periods are confirmed before the start of care. By using our service, families agree to provide a safe, respectful and appropriate home environment for the carer. Our overall aim is to make arranging care simple, transparent and safe for everyone involved.
Payment Terms & Cancellation Policy
Brivon Care bills in arrears and charges only for care that has been delivered. Weekly billing runs Monday to Sunday unless another arrangement has been made. Respite bookings require a minimum commitment of two paid days. Ongoing care arrangements require a minimum notice period of two to three weeks to end care. Families are responsible for covering all carer travel costs. If a carer has already travelled or begun work, travel fees or part-day charges may apply in the event of a cancellation. Brivon Care does not charge any upfront placement fees, hidden charges or subscription fees.
MEDICATION SUPPORT & SAFETY
Families are responsible for providing accurate, up-to-date medication in properly labelled packaging and for informing Brivon Care of any changes. Where clinical support is needed, such as administering injections or controlled drugs, families must arrange the appropriate clinical services (e.g., District Nurse). Any concerns relating to medication must be reported immediately. Carers must not guess instructions, administer medication outside their remit, or take any clinical risks.
INFECTION CONTROL & HYGIENE POLICY
Infection control is central to creating a safe, healthy home environment for both clients and carers. Families are required to provide basic PPE where necessary and ensure that the home is reasonably clean and free of hazards. They must inform Brivon Care of any known infections or health risks. If a client becomes unwell, the carer must report the symptoms and follow infection control procedures, and the family must seek GP or clinical support. If a carer becomes unwell, they must inform Brivon Care immediately so that replacement arrangements can be made.
HOME ENVIRONMENT & SAFETY STANDARDS
Families must ensure that the home environment is safe, including providing a clean private bedroom for the carer, working heating and hot water, safe electrical appliances, functional smoke alarms, and hygienic living conditions. Any hazards identified by carers must be reported to Brivon Care immediately so that appropriate action can be taken.
PROFESSIONAL BOUNDARIES POLICY
Professional boundaries protect both the client and the carer and ensure a safe, respectful working relationship. Families must communicate through Brivon Care for any care changes, avoid asking carers to perform unsafe or inappropriate tasks, and respect the carer’s personal boundaries. Clear boundaries also help maintain trust and avoid conflicts of interest.
LONE WORKING SAFETY POLICY (CLIENT VERSION)
Live-in carers often work alone in a client’s home. Families must therefore provide a safe and secure environment, ensure the carer has a private room, report risks promptly, and supply emergency contact information. Brivon Care is responsible for responding to safety concerns, supporting risk assessments where required, and arranging carer replacements if a safety issue cannot be resolved.
COMPLAINTS POLICY (CLIENT-FACING)
Families can raise any concern by contacting us via email at hello@brivoncare.co.uk, by phone on 0333 049 4177, or through their assigned Care Specialist. All complaints are acknowledged within 24 hours, investigated promptly, and families are kept updated throughout the process. If necessary, we can arrange a replacement carer while the matter is reviewed.
PRIVACY & DATA PROTECTION POLICY (CLIENT-FACING)
Brivon Care adheres strictly to UK GDPR requirements. We collect only the information necessary to deliver safe, effective care. All data is stored securely and used solely for care-related purposes. It is never sold or shared externally for marketing. Access is restricted to staff who require it. Families may request corrections or deletion of data subject to legal and insurance requirements. We respect client privacy and dignity at all times.
SAFEGUARDING POLICY (CLIENT RESPONSIBILITIES)
Clients and families must provide accurate information regarding care needs, risks and health conditions, maintain a safe environment for carers, allow appropriate rest breaks, and report concerns promptly. Respectful behaviour and a safe working environment are mandatory. Brivon Care supports both parties in maintaining a safe, professional relationship and escalates safeguarding concerns where necessary.
SERVICE DELIVERY STANDARDS / QUALITY COMMITMENT
Brivon Care is committed to arranging live-in care quickly—often within 24 to 48 hours. We provide access to vetted, experienced carers and assign a dedicated Care Specialist for consistent support. We prioritise clear communication, regular check-ins, transparent pricing, and offer replacement options whenever needed. Our goal is to deliver high-quality, person-centred care at home.
For Carers
Carer Agreement & Terms
Carers using the Brivon Care platform do so as self-employed professionals. They agree to deliver respectful, person-centred care, maintain professionalism, communicate clearly with families and Brivon Care, and keep their availability up to date. Carers are fully responsible for their own tax, insurance and self-employment obligations, as well as meeting all compliance requirements including DBS and Right to Work documentation.
INFECTION CONTROL & HYGIENE POLICY (CARER VERSION)
Carers must follow strict hygiene standards, including handwashing before and after personal care, using PPE appropriately, preparing meals hygienically, maintaining a clean uniform, and reporting any signs of infection in the client. If either client or carer becomes unwell, the situation must be reported immediately to Brivon Care so that appropriate support can be arranged.
PROFESSIONAL BOUNDARIES POLICY (CARER VERSION)
Carers must maintain clear professional boundaries at all times. They must not borrow or lend money, accept significant gifts, share personal social media accounts, become involved in personal or financial relationships, or make side agreements outside Brivon Care. Carers must also maintain confidentiality, communicate professionally, and report concerns promptly. Families are also expected to respect these boundaries and not pressure carers into inappropriate tasks.
LONE WORKING SAFETY POLICY (CARER VERSION)
Because carers work independently, they must ensure they keep a charged phone accessible, report any safety concerns immediately, avoid unsafe manual handling, maintain awareness of exits, and follow all health & safety training. Hazards such as faulty electrics, clutter or mobility risks must be reported without delay.
CODE OF CONDUCT FOR CARERS
Carers must treat clients with dignity and respect, maintain confidentiality, uphold professional boundaries, avoid accepting gifts or money, and protect the client’s home and belongings. They must conduct themselves professionally at all times and represent Brivon Care’s values throughout every booking.
SAFEGUARDING POLICY (CARER RESPONSIBILITIES)
Carers must report any concerns relating to abuse, neglect, unexplained injuries, unsafe home conditions, worrying visitors, or anything that may threaten client safety. Safeguarding concerns are taken extremely seriously, and Brivon Care will escalate them promptly.
CARER VETTING & ONBOARDING REQUIREMENTS
All carers must pass a full compliance check, including an Enhanced DBS, Right to Work verification, at least two years of experience, four professional references, up-to-date training, and a full onboarding interview. Only carers who meet these standards are approved on the Brivon Care platform.
HEALTH & SAFETY GUIDELINES
Carers must adhere to safe moving and handling techniques, report hazards immediately, maintain hygienic conditions, use PPE where needed, and communicate any safety concerns. Shared responsibility between families and carers is crucial for a safe home environment.
CONFIDENTIALITY & DATA PROTECTION (CARER-FACING)
Carers must protect all client information, store notes securely, never take photos or videos of clients, and use data solely for care delivery. Discussions must remain private unless safety is at risk. Any breach of confidentiality may result in immediate removal from the platform.
INSURANCE & LIABILITY GUIDANCE
Carers must hold valid Public Liability Insurance as self-employed professionals. Families must provide a safe working and living environment, including heating, electricity, water and a private room. Brivon Care is not responsible for any carer actions as they work independently.
EXPENSES & TRAVEL POLICY
Families are responsible for covering return travel for carers to and from the placement, along with fuel or additional journeys where agreed in advance. Receipts should be retained for clarity. These costs are handled directly between families and carers.
General / Legal
Equal Opportunities Policy
Brivon Care is committed to maintaining an environment where every client, carer and team member is treated fairly, respectfully, and without discrimination. We provide equal access to care and partnership opportunities regardless of age, race, ethnicity, religion, disability, gender, sexual orientation, marital status, or any other protected characteristic. We do not tolerate discriminatory behaviour of any kind. Our expectation is that all families and carers treat each other with dignity and respect at all times. Any breach of this principle may result in removal from our platform or termination of services.
GDPR & Data Retention Policy
Brivon Care fully complies with UK GDPR and all relevant data protection laws. We only collect information that is essential for arranging and delivering safe, effective care. All personal data is stored securely, accessed only by authorised staff, and used exclusively for care-related purposes. We never sell or share data with third parties for marketing. Families and carers have the right to request access to their data, ask for corrections, or request deletion where legally appropriate. Information is retained only for the minimum period required for safeguarding, insurance, and regulatory obligations. Protecting privacy and confidentiality is central to how we operate.
Whistleblowing Policy
Brivon Care encourages anyone involved with our service carers, families, or staff to speak up if they have concerns about poor practice, safety risks, safeguarding issues, discrimination, or breaches of our policies. Concerns can be raised confidentially without fear of negative consequences. Every report is taken seriously and investigated promptly, and whistleblowers are protected from retaliation. Our priority is the wellbeing and safety of clients and carers, and we rely on open communication to maintain a high standard of care.
Modern Slavery Statement
Brivon Care has a zero-tolerance approach to modern slavery, forced labour, exploitation, or human trafficking in any form. All carers working through our platform must provide valid Right to Work documents and operate voluntarily as self-employed professionals. We monitor compliance closely and ensure that every individual we work with is acting freely and safely. Any concerns or suspicions relating to exploitation or coercive practices are escalated immediately in line with legal requirements.
General Safeguarding Statement
Safeguarding is at the heart of everything we do. Brivon Care is committed to protecting adults at risk and ensuring their wellbeing throughout their time with us. We follow national safeguarding guidance, maintain clear reporting procedures, and ensure that concerns are escalated and investigated quickly. Carers and families must inform us immediately of any issues or changes in circumstance that may affect safety. We work collaboratively with local authorities, healthcare professionals and support networks to maintain a safe, respectful, and supportive environment for every client.
