Read the status first
Our respite service is Ofsted registered for children with disabilities.
Adult day services, residential support, welfare checks, practical help and independence-building support are available through clearly agreed arrangements.
Choose a policy
Each public summary is based on the approved ICCare policy issued in June 2026 and due for review in June 2027.
Recruitment Policy
How we recruit employees, volunteers, agency workers and self-employed workers safely and fairly.
ICCare uses a values-led recruitment process designed to test suitability, competence and character before somebody is trusted to support people.
What people can expect
- Roles have a clear job description and person specification before they are advertised.
- Shortlisting and interviews are structured, documented and adjusted where a candidate needs accessible arrangements.
- Identity, right-to-work, employment history, references, qualifications and the appropriate DBS checks are completed for the role.
- Any adverse information is considered proportionately through a recorded risk assessment rather than ignored or treated automatically.
- Recruitment records are handled securely, and probation, induction and continued supervision follow appointment.
What checks do you complete before somebody starts?
Can an applicant ask for reasonable adjustments?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Safeguarding Adults Policy
How concerns about abuse, neglect, exploitation or unsafe practice involving an adult are recognised, reported and followed up.
Safeguarding is everyone’s responsibility. Concerns must be acted on early, recorded factually and shared with the right safeguarding or emergency service when necessary.
What people can expect
- The person’s immediate safety comes first; 999 must be called where somebody is in immediate danger.
- Staff are expected to recognise possible physical, sexual, psychological, financial, discriminatory and organisational abuse, domestic abuse, neglect, self-neglect and exploitation.
- Concerns are reported without delay, evidence is protected and records distinguish facts, observations and the person’s own words.
- Information is shared on a necessary and proportionate basis; confidentiality is not promised where somebody may be at risk.
- The person is supported, safeguarding actions are followed through and learning is reviewed by management.
How do I report an adult safeguarding concern?
Will you keep a safeguarding report confidential?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Governance and Quality Assurance Policy
How leaders monitor safety, quality, risk, records and improvement.
Quality is managed through clear accountability, regular checks, evidence-led decisions and action tracking rather than relying on policy documents alone.
What people can expect
- Management keeps oversight of safety, safeguarding, incidents, complaints, staffing, training, records and service outcomes.
- Risks are identified, assessed, assigned to an owner and reviewed until the necessary action is complete.
- Audits and spot checks test whether practice matches the expected standard.
- Feedback from people, families, staff, commissioners and professionals is used alongside performance information.
- Themes, shortfalls and lessons lead to documented improvement actions and policy or training changes where required.
How do you check quality?
What happens when an audit finds a problem?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Medicines Management Policy
The controls that would apply where an assessed, commissioned and registered support plan includes help with medicines.
Medicines support must be individually assessed, consented to, clearly recorded and delivered only within the agreed care plan by people who are trained and competent for their role.
What people can expect
- People are supported to remain as independent as possible, including self-management and agreed prompting where safe.
- The required level of support, consent, capacity, risks and the involvement of the GP, pharmacy or family are assessed before support begins.
- The current prescription, care plan and medicine record must agree, with clear instructions for time-sensitive or as-required medicines.
- Concerns, refusals, side effects, errors and near misses are acted on promptly, recorded and escalated for clinical advice where needed.
- Storage, access, disposal, competency checks and management audits are controlled and reviewed.
Can staff prompt somebody to take medicine?
What happens if there is a medicine error?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Infection Prevention and Control Policy
How infection risks, hygiene, protective equipment, cleaning and outbreaks are managed.
Infection prevention is part of everyday safe practice and is adjusted to the person, task, environment and current public-health guidance.
What people can expect
- Staff follow standard infection-control precautions, including effective hand and respiratory hygiene.
- Protective equipment is selected through risk assessment, used correctly and disposed of safely.
- Cleaning, laundry, waste, spillages and sharps are managed through clear procedures.
- Infectious illness, exposure and possible outbreaks are reported and acted on, including advice on whether a worker should attend.
- Training, observation, audits and feedback from people and families support continued improvement.
How do you reduce infection risks?
When do staff use PPE?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Consent Policy and Procedure
How people are supported to understand, choose, agree, refuse or withdraw consent.
Consent is an ongoing process, not just a signature. Information must be understandable, the decision must be free and the person can change their mind.
What people can expect
- Consent is sought before care or support and can be verbal, written, digital or clearly communicated non-verbally where this is properly recorded.
- People are given honest information, enough time, suitable communication support and the opportunity to ask questions.
- Capacity is presumed, assessed for the particular decision when necessary and never judged solely from age, disability or diagnosis.
- A person may refuse, delay, limit or withdraw consent; staff must respect and record that decision and explain any resulting risk.
- Where a person lacks capacity for a specific decision, any best-interests process must involve the right people and use the least restrictive option.
Can somebody withdraw consent?
How do you support a non-speaking person to make choices?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Complaints Policy
How a complaint is received, investigated, reviewed and used for learning.
People should be able to complain without fear of poorer treatment. Complaints are acknowledged, investigated fairly and followed by a written outcome and improvement action where needed.
What people can expect
- Complaints can be made by the person, a representative, family member, advocate, professional or member of the public, including by phone or in an accessible format.
- The adult-care policy standard is written acknowledgement within three working days, normally followed by an investigation within ten working days or up to twenty for a complex matter.
- The outcome explains the evidence considered, findings, decisions, apologies where appropriate and actions taken.
- An independent review is available where the complainant remains dissatisfied, followed by the relevant external route.
- Anonymous concerns are considered as far as the available information allows, and safeguarding concerns are escalated immediately rather than waiting for the complaints process.
How do I make a complaint?
What can I do if I disagree with the outcome?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Equality, Diversity and Human Rights Policy
How dignity, identity, accessibility, equality and human rights are built into decisions and support.
People must be treated fairly as individuals. Support and employment arrangements should remove barriers, respect identity and culture, and protect people from discrimination or harassment.
What people can expect
- No person is treated less favourably because of a protected characteristic.
- Personal, cultural, religious, communication, sensory and accessibility needs are understood and used to shape support.
- Reasonable adjustments and accessible information are provided where needed.
- Discrimination, harassment, bullying and victimisation are not accepted and can be reported without retaliation.
- Equality information is handled carefully, and practice is monitored through feedback, incidents, complaints, recruitment and audit information.
Can I ask for information in another format?
How do you make reasonable adjustments?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Positive Behavioural Support Policy
How distress and behaviours of concern are understood and prevented through person-centred support.
Positive Behavioural Support starts by understanding what a person may be communicating and improving quality of life, rather than trying to control behaviour.
What people can expect
- Support considers communication, unmet needs, health, trauma, sensory factors, routines, relationships and the environment.
- Proactive strategies aim to reduce distress, build skills, increase choice and help the person take part in ordinary life.
- Behaviour support plans are individual, understandable, developed with the person and relevant others, and reviewed using evidence.
- Punitive, humiliating or aversive responses are not acceptable.
- Restrictive practice is avoided and can only be considered as a lawful, proportionate last resort to prevent immediate harm.
What is Positive Behavioural Support?
How do you respond to behaviour that challenges?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Restraint Policy
The strict limits, alternatives and review requirements that apply to any restrictive intervention.
Restraint is not ordinary care. Prevention and de-escalation come first, and any intervention must be a lawful, necessary and proportionate last resort to prevent immediate and serious harm.
What people can expect
- Restriction is never used to punish, coerce, force compliance, cover insufficient staffing or compensate for an unsuitable environment.
- The least restrictive safe response is used for the shortest possible time and stops at the earliest safe point.
- Mechanical restraint, chemical restraint for behaviour control, high-risk physical techniques, seclusion and isolation are not used by ICCare.
- Only appropriately trained staff may act, within the person’s assessed plan and the relevant legal framework.
- Any incident is followed by wellbeing checks, support, factual recording, safeguarding or external notification where required, management review and learning.
When could restraint ever be used?
What happens after a restrictive intervention?
Public summary · Approved policy version 1.0 · Issued June 2026 · Review due June 2027
Need the full policy?
Families, commissioners and partners can request the relevant current policy through our Contact us page. We may remove staff-only forms, personal contact details, security information or material that does not apply to the person making the request.
For an urgent concern, use our safeguarding page. A policy request must never delay action to protect somebody.