First Meeting
We offer a free initial consultation to discuss a client’s specific requirements. We will make clear our rates and costs of our services. There is no obligation to take up our services and we always give potential clients time to consider our proposals or suggestions.
Approach
Our approach to working with clients is to enable them to make their own decisions and retain autonomy and independence. One size does not fit all, so we offer a tailored approach to meet the specific and unique needs of our clients.
Capacity
We only work with clients who still have capacity to make their own decisions. Ideally, we like to involve family members or attorneys, with the client’s permission, so they are aware of the scope of our work with the client. If we are concerned about the deterioration of a client’s capacity which may affect their safety, we reserve to right to report this to the family, attorney or appointed representative.
Conduct
We pledge to work with honesty and integrity. We have been checked by the Disclosure and Barring Service (DBS) and do not have a criminal record. We will comply with all UK laws. We will be professional and trustworthy and will not exploit any relationship with a client for personal benefit. We will work in an open and transparent manner, communicating in writing where necessary.
Gifts and Legacies
We will not accept any gift from a client or be named as a beneficiary in a client’s will. Any legacy left to us will be returned to the Estate. Small tokens of appreciation, where refusal might cause offence, will be formally recorded.
GDPR and Privacy Policy
We have a separate Privacy Policy, but we undertake not divulge any personal information given or obtained in the course of our work, except as expressly permitted in writing by the client or as required by law, either during the period of the working relationship or at any time afterwards. We are registered with the Information Commissioner’s Office no ZA869064.
Commission and Referral Fees
We will not accept any commission, introductory or referral fees from any person or service we may recommend to our clients.
Complaints
If our clients or their family / representative / attorney are unhappy with any aspect of our work, they should discuss it with us in the first instance and put it in writing. We will endeavour to resolve the issue to the best of our ability as quickly and amicably as possible. Work that has been undertaken must be paid for unless it is agreed otherwise by both parties.
Insurance
We have public liability insurance to £5,000,000 and professional indemnity insurance to £100,000.
Working practices
Any advice given by us is in good faith, but it is always your decision whether to accept and act upon it or not. We accept no responsibility for your actions and any consequence(s) of those actions.
Berkshire Lifestyle Concierge will handle your possessions with the greatest of care. Unfortunately, accidents happen. We shall not be liable for losses or damage howsoever caused.
We will bag/box up all items you wish to be donated, disposed of, sold and/or recycled, and this is included within our service.
We are unable to move or lift very large or heavy items for Health and Safety reasons. If this is required, it may be sensible to enlist a willing volunteer.
If access to your home is restricted or parking difficult, we reserve the right to charge for additional time and expenses incurred.
Removal of items
Removal of items to be delivered to a local charity shop at the end of a session will be charged at £12 (for one small car boot load).
Please note that we are unable to take items to the “dump” as I do not hold a waste disposal licence.
Selling Items
We may, in some circumstances, be able to sell items on your behalf using websites such as Facebook or eBay. If you require us to do this, we will charge half of the profit made.
Payment terms
If a booking is subsequently made, I charge an hourly rate of £40 rounded up to the nearest 15 minutes. Working hours will be calculated from the time we arrive at your home until the time we leave (excluding breaks). Additional time for disposing of items to the charity shop will be added.
The length of each session will be agreed with you in advance and we request payment on receipt of invoice
Invoices for additional charges (such as a charity shop drop-off) will be invoiced separately and should be settled within 48 hours.
We accept payment by bank transfer (preferred), cheque or cash.
Travel Costs
We are happy to travel up to 20 miles each way (40 miles in total and calculated using Google maps) from Ufton Nervet, RG7 4DH, Berkshire free of charge. Any travel in excess of 20 miles will be charged at 45p per mile. This will be discussed during the consultation.
Cancellation policy
Cancellations are sometimes unavoidable. However, any cancellation by you within 48 hours of the agreed start time may, at the discretion of Berkshire Lifestyle Concierge, incur a charge of any expenses accrued to date and up to 50% of the contract price. We may agree to credit this payment against your account if the work is scheduled to start within one month of such a cancellation. Full payment will be required for cancellations with less than 24 hours notice, at the discretion of Berkshire Lifestyle Concierge
Insurance
Berkshire Lifestyle Concierge is covered by Public Liability Insurance and Professional Indemnity InsuranceWe
