Terms and Conditions

These Terms and Conditions explain the general rules for using the DiRich Specialist Community Support Ltd website, making an enquiry or referral, and arranging and receiving our community support services.

By using this website, you agree to use it in accordance with these Terms and Conditions.

Making an enquiry or referral does not automatically create a contract or guarantee that DiRich will provide a service.

Where DiRich agrees to provide support, the individual, their authorised representative or the person responsible for payment will receive a separate written Service Agreement. This will explain the agreed support, responsibilities, fees, cancellation arrangements and other service-specific conditions.

The written Service Agreement, support plan and agreed risk-management arrangements will provide the service-specific details and will take priority where they are more specific. They will not override these Terms where doing so would be unlawful or reduce a statutory right.

Nothing in these Terms affects any statutory right or remedy that cannot lawfully be excluded or limited.

DiRich Specialist Community Support Ltd is an independent provider of non-regulated community support and companionship services.

Company name: DiRich Specialist Community Support Ltd
Company number: 17196962
Registered in: England and Wales
Service location: Burton upon Trent and surrounding areas
Telephone: 01283 351888
Email: info@dirichsupport.com
Office hours: Monday–Friday, 9:30am–2:30pm, excluding bank holidays

Registered office:
66 Paul Street, London, England, EC2A 4NA

The registered office is used for company registration and official correspondence only. DiRich is based in Burton upon Trent and does not provide support services from the London registered office.

Service enquiries may be sent to our business email address. Please do not send service records or sensitive referral documents to the registered office. Contact DiRich first so that an appropriate and secure submission method can be agreed.

DiRich is now open and welcomes enquiries and referrals for person-centred community support.

Subject to assessment and availability, we may support:

• Children aged 8 and over
• Young adults
• Adults
• Individuals with learning disabilities
• Autistic individuals
• Individuals with additional support needs
• Individuals over 65 seeking companionship and community connection

Our services may include:

• One-to-one community support
• Community access and outreach
• Social and recreational activities
• Developing confidence and independence
• Everyday life-skills development
• Travel training and public-transport support
• Support attending planned appointments
• Shopping and agreed community outings
• Support with hobbies and personal interests
• Non-clinical emotional reassurance and social support, not counselling or therapy
• Companionship for individuals over 65

The exact support provided will be agreed following an initial discussion, suitability assessment and support-planning process.

DiRich currently provides non-regulated community support and companionship services only.

We do not currently provide:

• Services for children under 8 years old
• Personal care
• Washing, bathing or showering assistance
• Dressing or undressing assistance
• Toileting or continence care
• Feeding assistance
• Personal-hygiene assistance
• Lifting, hoisting or physical transfers
• Medication administration or medication management
• Nursing care
• Medical treatment
• Clinical monitoring
• Counselling, psychotherapy or clinical therapy
• Mental-health crisis intervention
• Emergency services
• Residential accommodation
• Supported-living accommodation or management
• Regulated domiciliary care

DiRich will only accept a referral where the requested activities can be provided safely and within our current service scope.

If an individual's needs change and begin to require personal care, medication management, nursing care, medical treatment or another service outside our scope, the support arrangement will be reviewed.

DiRich may pause or end a service if the individual's needs can no longer be safely met within our current service boundaries.

Enquiries and referrals may be made by:

• The individual seeking support
• A parent or family member
• A carer
• An advocate or authorised representative
• A social worker
• A school or college
• A local authority
• Another appropriate professional or organisation

Anyone making a referral on behalf of another person must have the appropriate permission or lawful authority to do so.

Information provided during an enquiry or referral must be accurate, complete and not misleading.

An enquiry, discussion, referral or assessment does not guarantee that DiRich will accept or provide the requested service.

Before support begins, DiRich will normally complete:

• An initial enquiry and discussion
• A suitability assessment
• Safeguarding considerations
• An individual risk assessment
• Confirmation that the requested activities are within our service scope
• A person-centred support plan
• Written agreement about responsibilities, fees and arrangements
• Confirmation of the agreed start date

Support will not begin until the necessary service agreement, safeguarding arrangements, consent, insurance, training, staff checks and risk controls are in place.

DiRich may decline a referral where:

• The requested support is outside our service scope
• The individual's needs cannot be safely met
• Suitable staff are unavailable
• The proposed location is outside our service area
• Risks cannot be reduced to an acceptable level
• The proposed arrangement would place the individual, staff or another person at unreasonable risk
• Required information has not been provided
• Another service would be more appropriate

Where possible, we will explain the reason a referral cannot be accepted.

Support will be provided respectfully and with the involvement of the individual wherever possible.

We will seek appropriate consent before providing support or participating in agreed activities.

We will presume that an adult has capacity to make a particular decision unless it is established otherwise, and we will take reasonable steps to support the person to make their own decision.

Where the Mental Capacity Act 2005 applies and an individual lacks capacity for a particular decision, any action or decision taken on their behalf must be lawful, necessary, proportionate and in their best interests, with the individual encouraged to participate as fully as reasonably possible.

Where another person makes decisions or manages arrangements on behalf of an individual, they must have appropriate lawful authority, such as parental responsibility, a valid power of attorney, deputyship or another recognised authority relevant to the decision.

Individuals will not be forced to participate in an activity. However, DiRich may need to change, pause or end an activity where continuing would create an unreasonable safety or safeguarding risk.

Individuals, parents, families, representatives and organisations arranging support agree to:

• Provide accurate information about the individual's needs
• Tell DiRich about relevant health, behavioural, communication, mobility or safeguarding concerns
• Inform DiRich promptly about significant changes in circumstances
• Provide current emergency-contact information
• Attend agreed meetings and assessments where reasonably required
• Treat DiRich staff with dignity and respect
• Avoid threatening, abusive, discriminatory or violent behaviour
• Help maintain a safe environment for the individual and staff
• Follow agreed safety and risk-management arrangements
• Pay agreed fees and expenses within the stated payment period
• Give appropriate notice when cancelling support
• Tell DiRich about any concerns relating to the service

DiRich may pause or end support if important information has been withheld or if staff cannot provide the service safely.

DiRich is committed to treating every individual with dignity, kindness and respect. We expect the same standard of behaviour towards our staff.

We will not tolerate:

• Violence or threats of violence
• Harassment or intimidation
• Discriminatory or abusive language
• Sexual harassment or inappropriate behaviour
• Deliberate damage to property
• Illegal activity during a support session
• Unsafe environments that place individuals or staff at risk

Where there is an immediate or serious concern, DiRich may end a session or suspend support without the usual notice while the situation is reviewed.

Services are subject to suitable staff availability.

Although DiRich will aim to provide reliable and consistent support, we cannot guarantee that the same support worker will always be available.

Where possible, we will provide reasonable notice of staffing changes and discuss suitable alternative arrangements.

Support may need to be changed or cancelled because of illness, emergencies, severe weather, transport disruption, safeguarding concerns or other circumstances outside our reasonable control.

Fees will be explained and agreed in writing before a paid service begins.

The written Service Agreement will normally explain:

• The hourly or session rate
• Any minimum booking period
• Travel charges, where applicable
• Agreed activity or transport expenses
• Invoice arrangements
• Payment deadlines
• Cancellation charges
• How fees may be reviewed

No additional service charge will be made unless it has been explained and agreed. The written quote or Service Agreement will state whether VAT is payable, if applicable.

Invoices must be paid within the period stated on the invoice or Service Agreement.

Where payment remains overdue, DiRich may contact the person responsible for payment and may suspend future services after giving reasonable notice.

DiRich will consider any genuine payment dispute before suspending or ending support.

Unless agreed otherwise, the individual is responsible for their own personal expenses during community activities.

These may include:

• Admission charges
• Tickets
• Food and drinks
• Public-transport fares
• Shopping
• Membership fees
• Activity costs
• Other personal purchases

Any agreed expenses for an accompanying support worker will be discussed before the activity wherever reasonably possible.

DiRich staff will not borrow money from individuals or use an individual's money for personal purposes.

Any agreed assistance involving an individual's money must follow clear recording and safeguarding arrangements.

Cancellation of individual sessions

We ask for at least 48 hours' notice when cancelling a planned support session.

Where less than 48 hours' notice is provided, a cancellation charge may apply only if it has been clearly included in the written Service Agreement. Any charge will be fair, proportionate and limited to DiRich's reasonable net loss, taking account of costs saved and whether staff time could reasonably be reassigned. It will not exceed the fee that would have been payable for the cancelled session.

Exceptional circumstances — including emergencies, serious illness, bereavement or another significant unforeseen event — will be considered individually.

Where DiRich cancels a session:

• No service fee will be charged for the cancelled session
• Any amount already paid for that session will be refunded or credited
• Alternative arrangements will be discussed where reasonably possible

Statutory cooling-off rights

If a consumer enters into a service contract with DiRich at a distance — for example by telephone, email or online — or away from DiRich's business premises, the consumer may have a statutory right to cancel the contract within 14 days after the day the contract is made.

The consumer may cancel by making a clear statement by email, telephone or another method agreed in the Service Agreement. No special wording is required.

If the consumer asks DiRich to begin the service during the 14-day cancellation period, DiRich will obtain the express request required by law. If the consumer then cancels after the service has begun, DiRich may charge a proportionate amount for services properly supplied up to the time of cancellation.

If the service has been fully performed during the cancellation period, the statutory right to cancel may be lost only where the legal requirements have been met, including the consumer's express request and acknowledgement.

Full cancellation information and, where required, a model cancellation form will be supplied with the written Service Agreement. Nothing in this section reduces any statutory cancellation right.

Transport provided directly by DiRich must be agreed in advance.

It will be subject to:

• The individual's consent
• A suitable risk assessment
• Staff suitability
• An appropriate vehicle
• Valid driving documentation
• Appropriate motor and business-use insurance
• Any required seating, supervision or safety arrangements

DiRich does not guarantee that transport will be available for every support arrangement.

Public-transport fares, parking charges, admission charges and other agreed travel expenses may be payable separately.

DiRich staff may accompany an individual to a planned appointment, meeting or engagement.

Staff may provide companionship, reassurance and practical assistance with attending the appointment.

DiRich staff do not:

• Provide medical or nursing advice
• Diagnose medical or mental-health conditions
• Interpret clinical information
• Give legal or financial advice
• Make healthcare decisions on behalf of an individual
• Act as a replacement for a qualified professional interpreter, advocate or legal representative

The individual or their authorised representative remains responsible for decisions requiring professional advice.

DiRich is not an emergency or crisis-response service.

In an immediate emergency, telephone 999.

For urgent medical advice where the situation is not life-threatening, contact NHS 111 or the appropriate healthcare professional.

Where an emergency occurs during a support session, DiRich staff may contact the emergency services, the individual's emergency contact or another appropriate authority.

DiRich is committed to safeguarding children, young people and adults at risk.

Safeguarding concerns may be reported to the appropriate local authority, emergency service, police, healthcare professional or other relevant agency where necessary.

Information may be shared with or without consent where this is permitted or required by law and is necessary and proportionate for safeguarding, protecting vital interests, preventing or detecting crime, or meeting another legal obligation.

Further information is available in our Safeguarding Statement.

DiRich handles personal information in accordance with applicable UK data-protection law and our published privacy information.

Information may be collected and used to:

• Respond to enquiries and referrals
• Assess whether we can safely provide support
• Create and manage support arrangements
• Communicate with individuals and representatives
• Maintain appropriate service and safeguarding records
• Process invoices and payments
• Meet legal, insurance and regulatory responsibilities
• Respond to complaints, concerns or incidents

Personal information will only be collected, used or shared where there is an appropriate purpose, lawful basis and, where required for sensitive information, an additional legal condition. Information will be handled fairly, transparently and proportionately.

Further information is available in our Privacy Policy and Cookie Policy.

We encourage individuals, families and representatives to raise concerns as soon as possible so that we can respond appropriately.

Making a complaint will not result in unfair treatment or the automatic withdrawal of a service.

Complaints will be considered in accordance with our published Complaints Procedure.

General complaints may be sent to:
Email: info@dirichsupport.com
Telephone: 01283 351888

Either party may end a support arrangement by giving the notice stated in the written Service Agreement.

DiRich may suspend or end a service where:

• The individual's needs are outside our service scope
• Support can no longer be provided safely
• Required information has not been disclosed
• Risk-management arrangements are repeatedly not followed
• Staff experience abuse, threats, harassment or violence
• Fees remain unpaid without a genuine unresolved dispute
• There is a serious safeguarding concern
• Suitable staff are no longer available
• Continuing the arrangement would be unlawful
• There has been a serious breach of the Service Agreement

Where reasonably possible, DiRich will provide notice and discuss the reasons before ending a service.

Immediate suspension may be necessary where there is an urgent safety, legal or safeguarding concern.

The information on this website is provided for general information purposes only.

It is not intended to replace professional medical, nursing, legal, financial, safeguarding or other specialist advice.

Although we aim to keep website information accurate and up to date, services, availability, fees and operating arrangements may change.

Information displayed on the website does not guarantee that a particular service is available or suitable for an individual.

We aim to keep the website accessible and working correctly, but we cannot guarantee uninterrupted or error-free access.

The website may occasionally be unavailable because of:

• Maintenance
• Technical problems
• Security updates
• Hosting disruption
• Circumstances outside our reasonable control

We may change, suspend or remove website content where reasonably necessary.

Our website may contain links to websites operated by other organisations.

DiRich is not responsible for the content, security, privacy practices or availability of third-party websites.

Community activities may take place at venues or involve services managed by other organisations. These organisations remain responsible for their own premises, services, staff and terms.

DiRich is not responsible for the actions of an independent third party unless a loss or injury was caused by DiRich's own negligence or breach of duty.

Unless otherwise stated, the original text, branding, graphics, logo and service descriptions on this website belong to DiRich Specialist Community Support Ltd.

Some photographs, icons and design elements may be used under licence from third-party providers and remain subject to their licensing terms.

Website content must not be copied, reproduced, altered, republished or used commercially without prior written permission, except where permitted by law.

You must not use this website:

• For an unlawful or fraudulent purpose
• To send malicious software or harmful code
• To attempt unauthorised access to the website or its systems
• To interfere with website security or operation
• To submit knowingly false, threatening or abusive information
• To infringe another person's privacy or intellectual-property rights

We may restrict access or report activity to the appropriate authority where misuse is suspected.

DiRich will provide agreed services with reasonable care and skill and in accordance with information about the service that is binding under applicable consumer law.

We do not exclude or limit responsibility where doing so would be unlawful, including responsibility for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• A breach of statutory rights that cannot legally be excluded
• Any other responsibility that cannot legally be limited

Subject to these protections, DiRich will not be responsible for losses that:

• Were not reasonably foreseeable
• Were caused by inaccurate or incomplete information provided to us
• Resulted from an individual or representative failing to follow agreed safety arrangements
• Were caused solely by an independent third party outside our reasonable control
• Resulted from circumstances that DiRich could not reasonably prevent

If a consumer service does not meet applicable statutory standards, legal remedies may include repeat performance or an appropriate price reduction, subject to the law and the circumstances.

Nothing in these Terms removes an individual's legal rights or DiRich's responsibility to provide an agreed service with reasonable care and skill.

DiRich will not be responsible for delay or failure caused by events outside our reasonable control.

These may include:

• Severe weather
• Natural disasters
• Epidemics or public-health emergencies
• Transport disruption
• Utility or communication failures
• Government restrictions
• Civil emergencies
• Serious staff illness
• Unexpected closure of community facilities

Where such an event affects a planned service, we will communicate with the individual or representative and discuss alternative arrangements where reasonably possible.

We may update these Terms and Conditions to reflect:

• Changes to our services
• Changes in law or official guidance
• Safety or safeguarding requirements
• Changes to website operation
• Improvements to clarity or accessibility

The latest version will be published on this website with the updated date.

Changes to an existing individual Service Agreement will be discussed separately and will not take effect merely because these website Terms have been updated.

If any part of these Terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

Our failure to enforce a term immediately does not mean that we have permanently waived the right to enforce it.

These Terms and Conditions are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction. However, if you are a consumer resident elsewhere in the United Kingdom, you may also have the right to bring proceedings in the courts of the part of the United Kingdom where you live.

For questions about these Terms and Conditions, services, enquiries or referrals, please contact:

DiRich Specialist Community Support Ltd
Telephone: 01283 351888
Email: info@dirichsupport.com
Office hours: Monday–Friday, 9:30am–2:30pm, excluding bank holidays

Service location:
Burton upon Trent and surrounding areas

Registered office:
66 Paul Street, London, England, EC2A 4NA
The registered office is for company registration and official correspondence only. DiRich is based in Burton upon Trent and does not provide support services from the registered office. Please do not send service records or sensitive referral documents to this address.

Company number: 17196962
Registered in England and Wales