Terms and Conditions

Terms and Conditions of Service

Effective Date: 7th June 2025

1. Introduction

Welcome to Oaktree Homecare Services. By using our website or engaging with our care services, you agree to these Terms and Conditions, which govern the use of our services and your legal relationship with us. If you do not agree to these terms, please do not use our services.

These Terms are governed by English law and apply to all service users and their representatives.

2. Who we are

Oaktree Homecare Services provides domiciliary care to individuals across London, including personal care, companionship, live-in care, and respite care.

Registered Office: UNIT 211-212 BALFOUR HOUSE N12 0BP, London
Registered with: Care Quality Commission (CQC)
CQC Registration Number: +447490333319, +447426826964

3. Eligibility for services

Our services are available to adults aged 18 and over who require care and support at home. A full assessment will be carried out before starting services to determine suitability and create a personalised care plan.

4. Service agreement

Before services begin, we will provide a written Care Agreement that includes:

  • Scope of services
  • Weekly cost and fees
  • Visit schedule
  • Emergency contact information
  • Cancellation and review policies

This agreement must be signed before care can commence.

5. Fees and payment

  • Invoices are issued fortnightly and must be paid within 7 days unless otherwise agreed.
  • Payment methods accepted: Bank transfer or cheque.
  • If your care is funded by a local authority or NHS, we invoice them directly.
  • Failure to pay may result in service suspension or termination.

6. Changes to your care

We regularly review care plans and adjust services in consultation with you or your representative. You may request changes to your care plan at any time by contacting us.

7. Cancellations and termination

  • Visits can be cancelled or amended with at least 24 hours’ notice.
  • Either party may terminate services with 14 days’ written notice.
  • Immediate termination may occur in cases such as non-payment or abuse of staff.

8. Staff conduct and safety

All Oaktree Homecare staff:

  • Are DBS-checked and trained in safeguarding, health and safety.
  • Wear uniforms and carry photo identification.
  • Are expected to treat clients with dignity and respect.

We expect mutual respect from clients and families. Abuse of staff may lead to immediate service termination.

9. Confidentiality and data protection

We process your personal data in accordance with the UK GDPR and Data Protection Act 2018. Please review our Privacy Policy for more details.

10. Liability

We provide our services with reasonable care and skill. However, we are not liable for:

  • Loss arising from incorrect information provided by you.
  • Events outside our control (e.g., weather, emergencies).
  • Services arranged independently of Oaktree Homecare.

Our liability is limited to the total fees paid in the previous 3 months.

11. Complaints and feedback

If you have a concern or complaint, please contact your care worker or our office. If unresolved, you may escalate to the Care Quality Commission (CQC) or the Local Government Ombudsman. We aim to resolve complaints promptly and fairly.

12. Website use

By using our website, you agree not to misuse it. All website content and intellectual property belong to Oaktree Homecare or our licensors.

13. Amendments

We may update these Terms periodically. Any changes will be published on our website and communicated where appropriate.

14. Contact us

If you have questions about these Terms or your care:

Oaktree Homecare Services
UNIT 211-212 BALFOUR HOUSE N12 0BP, London
Email: info@oaktreehomecare.co.uk
Phone: +447490333319, +447426826964