Compliance manual
Our commitment to excellence and care
Our Compliance & Operations Policy Manual sets out how Samnells HomeCare Service Limited keeps clients safe, protects their dignity and meets its legal duties. Here's a summary, and the full manual to download.
Download the manual (PDF, 131 KB)- Reference
- SHCSL-OP-MAN-2026
- Effective
- June 2026
- Next review
- June 2027
- Approved by
- Board of Directors
What the manual covers
Our policies at a glance
Seven policies that guide everything we do, from recruiting carers to handling a concern.
Safeguarding
A zero-tolerance approach to abuse, neglect and exploitation, following the principles of the Care Act 2014.
- Concerns reported to our Safeguarding Lead within 2 hours
- Local authority alerted within 24 hours where abuse is suspected
GDPR & data protection
Full compliance with the UK GDPR and the Data Protection Act 2018.
- Encrypted cloud records with two-factor authentication
- Your data on request, free, within one calendar month
Complaints procedure
Every client can complain without fear of it affecting their care, through a clear 3-stage process.
- Written acknowledgement within 3 working days
- Full written response within 20 working days
Staff vetting & recruitment
Safer recruitment: no carer enters a client's home until every check is complete and signed off.
- Enhanced DBS check incl. the Adults' Barred List
- ID, right to work and two verified references
Insurance
Extensive cover protecting clients, staff and the company, reviewed every year by a specialist broker.
- £5m public liability · £10m employers' liability
- £1m professional indemnity · certificates on request
Health & safety
Meeting the Health and Safety at Work etc. Act 1974 and the Management of Health and Safety at Work Regulations 1999.
- Home safety assessment before care starts
- Accidents recorded within 24 hours; RIDDOR reporting
Service agreements
Every client has a signed, transparent service agreement setting out the support, fees and responsibilities.
- 24 hours' notice to cancel or rearrange a visit
- Reviewed every 6 months, or sooner if needs change
Read the full manual
All seven sections in detail, as approved by our Board of Directors.
Download PDF
Complaints
How to raise a concern
We see complaints as a way to improve. Raising one will never affect the quality of your care.
- 1
Stage 1
Informal resolution
Raise it with your carer or the office supervisor. We aim to resolve minor concerns within 48 hours.
- 2
Stage 2
Formal investigation
Write to or call our Care Manager. We acknowledge within 3 working days and send a full written response within 20 working days.
- 3
Stage 3
Independent review
Still unhappy? You can take it to the Local Government and Social Care Ombudsman or Trading Standards.
To raise a concern, call
Insurance
Fully insured for your peace of mind
Our cover protects clients, their homes and our staff. Insurance certificates are displayed at our Folkestone office and can be provided on request for clients, families and local authorities.
- £5mPublic liabilityAccidental injury or damage to a client's property
- £10mEmployers' liabilityDouble the £5m legal minimum
- £1mProfessional indemnityClaims of error, omission or negligent advice
FAQs
What does the manual cover?
Clear answers about our policies and procedures, taken from the manual.
How does Samnells HomeCare ensure client safety?
We take a zero-tolerance approach to abuse and neglect and follow the principles of the Care Act 2014. Staff report any concern to our Safeguarding Lead within 2 hours, and where there is reasonable suspicion of abuse we alert the local authority within 24 hours.
What are the guidelines for data protection?
We comply with the UK GDPR and the Data Protection Act 2018. Records are held on encrypted cloud systems with two-factor authentication, paper records are locked away, and you can ask for a copy of your data free of charge; we reply within one calendar month.
How does the manual address complaints handling?
Complaints follow a 3-stage process: informal resolution within 48 hours, then a formal investigation acknowledged within 3 working days with a full written response within 20 working days, and finally escalation to the Local Government and Social Care Ombudsman.
What staff vetting processes are employed?
Every carer has an enhanced DBS check including the Adults' Barred List, identity and right-to-work checks, two verified professional references and a fitness-to-work declaration. No one enters a client's home until every check is complete and signed off.
What insurance policies does the company maintain?
We hold public liability insurance of £5 million, employers' liability of £10 million and professional indemnity of £1 million. Certificates are displayed at our office and available on request.
How are health and safety standards enforced?
A supervisor carries out a home safety assessment before any carer starts, and each task has its own risk assessment. Accidents are recorded within 24 hours and serious incidents are reported to the Health and Safety Executive under RIDDOR.
Begin your journey with Samnells HomeCare today
Discover how our Compliance Manual safeguards client dignity, ensures legal adherence and supports exceptional care.