STAFF HANDBOOK

DOMESTIC
Welcome to SureCare Newark

We hope that you find your time working with us enjoyable, rewarding
and positive.

We have put together this booklet so that all the documents you need
are together in one place.

You will be asked to sign a copy of your contract, provided separately,

fill in a personal details sheet, complete the acknowledgement forms
were indicated and sign a Company Induction Form confirming you
have received the appropriate training.

Douglas Esson

Managing Director

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 CONTENTS
WELCOME AND INTRODUCTION ..........................................1
COMPANY SERVICES AND ORGANISATION........................2
DBS CHECKS ..........................................................................3
PAYMENT ................................................................................3
HOURS OF WORK...................................................................4
TIMEKEEPING .........................................................................4
ABSENCE ................................................................................5
SICKNESS ...............................................................................5
OTHER ABSENCE ...................................................................5
HOLIDAYS ...............................................................................6
PENSION .................................................................................7
PROBATIONARY PERIOD ......................................................7
DISCIPLINARY .........................................................................7
DISCIPLINARY PROCEDURE .................................................8
GROSS MISCONDUCT ......................................................... 11
APPEALS ............................................................................... 12
GRIEVANCE PROCEDURE ................................................... 13
FORMAL GRIEVANCE .......................................................... 13
GRIEVANCE HEARING ......................................................... 14
APPEAL ................................................................................. 14
LAY OFFS .............................................................................. 14
REDUNDANCY ...................................................................... 15
EQUAL OPPORTUNITIES ..................................................... 15
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HARASSMENT VICTIMISATION ........................................... 16
MATERNITY, PATERNITY AND ADOPTION RIGHTS........... 16
MATERNITY LEAVE/PAY ...................................................... 16
PATERNITY LEAVE/PAY ....................................................... 17
SHARED PARENTAL LEAVE/PAY ........................................ 18
ADOPTION LEAVE/PAY ........................................................ 18
PARENTAL LEAVE ................................................................ 18
PARENTAL BEREAVEMENT LEAVE .................................... 19
TIME OFF FOR DEPENDANTS ............................................. 20
FLEXIBLE WORKING ............................................................ 20
COMMUNICATION ................................................................ 20
PERFORMANCE REVIEWS .................................................. 21
WELFARE FIRST AID ............................................................ 21
ACCIDENTS........................................................................... 21
PROTECTIVE CLOTHING ..................................................... 22
ALCOHOL, DRUGS AND ILLEGAL SUBSTANCES ............... 22
SECURITY ............................................................................. 22
MANAGEMENT OF STRESS ................................................. 22
DATA PROTECTION - PERSONAL INFORMATION ............. 23
RIGHT OF SEARCH .............................................................. 24
PERSONAL HYGIENE ........................................................... 24
RESPONSIBILITY FOR COMPANY PROPERTY .................. 24
BUSINESS INSURANCE ....................................................... 24
PERSONAL CONDUCT AND BEHAVIOUR ........................... 25

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BEHAVIOUR .......................................................................... 25
EATING, SMOKING AND DRINKING..................................... 25
CONFIDENTIALITY ............................................................... 26
CONFLICT OF INTERESTS ................................................... 26
NON-SOLICITATION ............................................................. 26
NON-DEALING ...................................................................... 26
ETHICAL STANDARDS ......................................................... 27
USE OF MOBILE PHONES ................................................... 27
STANDARDS OF WORK PERFORMANCE ........................... 28
ACKNOWLEDGMENT FORM ............................................... 29

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WELCOME AND INTRODUCTION

Welcome to SureCare Newark

The information contained in the Employee Handbook is to familiarise

you with our policies and the way SureCare Newark operates and is
included as part of your terms and conditions of employment.

Therefore, please ensure that you read and understand the contents of
the Handbook as soon as possible.

We reserve the right to amend policies and procedures in line with

legislation or business needs. Any changes or amendments to these
terms and conditions of employment will be confirmed in writing within
one month of them occurring.

The Company has a written statement of commitment which is:

“To provide a quality service to our clients”.

This means doing everything we can as a team to satisfy the

demands of our clients, performing our work thoroughly and effectively,
and using any complaints we may receive to positively improve the
services we offer.

We hope that you will enjoy working with SureCare Newark and its
clients and are sure that we can work together to supply the best
possible service to our clients.

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SURECARE NEWARK- COMPANY SERVICES AND
ORGANISATION

SureCare Newark provides a total cleaning management service,

specialising in contract cleaning of homes, offices and all other
commercial services.

The following list covers all aspects of the products and services we
offer:

• Daily Office Cleaning

• House cleaning
• Laundry Service
• Pet walking
• Education, nursery, commercial
• Internal Cleaning
• End of tenancy cleans
• One off cleans
• Employment Processes
• Induction

Your induction to the Company will be conducted by the Site Supervisor

or another appointed person, during your first day with SURCARE
NEWARK.

It will include the following information;

• Welcome to SURECARE NEWARK and your place of work.

• Tour of place of work including fire exits, first aid and
emergency procedures.
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 • Instruction on any equipment to be used.
• Instruction regarding any chemicals and COSHH Regulations.
• Instruction regarding Manual Handling awareness.
• Expectation setting of client and individual performance.
• Explanation of the Company’s Equal Opportunities policy.

The induction is designed to ensure you understand what is expected of

you, how to ensure we meet the clients’ needs and how to action any
issues or problems.

DBS CHECKS
All those appointed to work in close conjunction with children and
vulnerable adults within schools, colleges, universities, attractions and
other applicable organisations must have an enhanced DBS check. DBS
checks should be received and confirmed as satisfactory prior to the
person taking up the position. Please refer to the Recruitment Policy for
full details.

PAYMENT
All employees receive an itemised statement of their pay showing
earnings and deductions. Wages are paid monthly on the 28th of the
month for the previous calendar month, Employees are paid on a
monthly basis for the pay period 21st -20th. Payment is made by credit
transfer or BACS into an individual’s nominated account.

SURECARE NEWARK sends payslips via E-mail unless a different

appropriate form of notification is agreed.

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SURECARE NEWARK is aware of and abides by the National Minimum
Wage Act and as such guarantees its employees that they will earn at
least the base rate, and in most cases in excess of the specified
minimum hourly rate.

HOURS OF WORK
Your hours of work are as specified in your individual contract of
employment. Extra duties and additional hours’ work will be requested
as required and will usually be paid at normal rate for hourly paid staff.

TIMEKEEPING
All employees are expected to arrive and start work promptly. Staff
issued with One Touch App where they log in and out at each client. Any
lateness will be investigated and could result in loss of pay. Fifteen
minutes pay will be deducted if you arrive more than 5 minutes late or
fail together clock in or clock out. Start time is determined by the point at
which you are ready to start work wearing your uniform, and not as you
arrive on site. Clear up time should be no more than 5 minutes at the
end of the shift. Any errors (forgetting to clock in/out) should be reported
to your Line Manager as soon as possible as failure to do so could result
in payroll errors. If you fail to clock in and out, it will be assumed that you
are not on-site and therefore will not be entitled to any pay.

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ABSENCE

SICKNESS
Absence must be reported to either the Line Manager or Operations
Manager as soon as the employee knows that they will not be attending
work – where possible this should be before 8am on the day if working a
late shift and as early as possible if working early shift. This will allow
contingency plans to be actioned. Contact should be by phone; email,
text or other messaging will not be accepted as a means of notification
of absence.

A self-certification form must be completed by the employee for all

sickness absences. The Company does not operate a sick pay scheme
though employees may be entitled to Statutory Sick Pay. If the
absence is longer than 7 days (including weekends) a doctor’s fit note
is required for that and any subsequent weeks.

Should sickness be persistent the Company is entitled to request the

employee to attend an independent medical examination, the cost of
which will be met by the Company. Written permission will be sought
from the employee to allow a written medical report to be sent to
the Managing Director following the independent examination.

OTHER ABSENCE
Unpaid leave and compassionate leave may be granted at the
discretion of your Supervisor/Manager.

Time off for jury service or as a witness in a court case must be

discussed with your Supervisor/Manager as soon as you are notified. All
expenses should be claimed from the court, including those allowed for
loss of earnings.

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HOLIDAYS
The Company year for the purposes of holidays is January – December.
Holidays may not be paid or carried over from one year to the next.

Holiday entitlement will only be paid in lieu upon leaving the Company,
and only for the days accrued and not taken during the current year.
Deductions will be made for any holiday taken but not accrued.

The definition of a day is the amount of normal hours you would

ordinarily work in a 24- hour period.

Holidays may be taken at any time between 1st January and 31st
December SUBJECT ALWAYS TO THE PRIOR APPROVAL OF YOUR
LINE MANAGER. Four weeks’ prior notice is required for complete
weeks, and at least TWO weeks for individual days. Management
discretion will be applied for emergency situations where prior notice
is reduced.

During the year of joining, all employees become eligible for holidays
from their start date and these will be calculated on a pro rata basis.

Holidays are not permitted during the month of December, only in the
case if discussed at Interview Stage.

During the second full year of employment holiday entitlement is the full
number of days, calculated on a pro rata basis for part time employees.

Public holidays are usually working days and are paid at double
time. Public holidays are: Easter (2 days), May Day (1 day), Spring
Bank Holiday (1 day), Autumn Bank Holiday (1 day), Christmas Day
(2 days) and New Year’s Day (1 day). During the month of December
holidays are only authorised DEPENDABLE CONTRACT WORKING or
in extenuating circumstances, must be authorised by your Line Manager

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Term time workers holiday is based on the following calculation 52 weeks
– 5.6 weeks = 46.4 weeks.

Term time i.e. 39 weeks / 46.4 x 5.6 x no of working days per week.

PENSION
SURECARE NEWARK Limited offers a Stakeholder Pension to all
employees as required by law through the Standard Life Stakeholder
scheme. Full details are available from the Office.

At the appropriate time all employees will be entered into an auto-

enrolment pension scheme in accordance with current legislation. Full
details are available from the Office.

PROBATIONARY PERIOD
An employee will be considered a probationary employee until he/she
has completed six months in the employment of the Company. The
employment of a probationary employee can be terminated by either
party during the probationary period with no notice during the first
month and one week’s notice thereafter. The probationary period may
be extended at management discretion.

DISCIPLINARY
You may be subject to the disciplinary process, if it is found that
you have brought the company into disrepute by:
• Continual poor performance.
• Serious breach of safety rules/legislation.
• Theft, fraud, dishonesty or corruption.
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 • Failing to notify us that you will not be attending a duty once
you have accepted it.
• Failure to abide by any professional or regulatory code.
• Unauthorised use and/or errors in administration of
medication.
• Breaching rules of confidentiality.
• Deliberate damage to a client/service user's or the
company's property, or that of others.
• Any type of abuse.
• Disorderly or indecent conduct or threatening physical
violence.
• Being on duty under the influence of drugs/substances or
alcohol.

A full copy of the disciplinary procedure is available at the office

and on the OneTouch App.

DISCIPLINARY PROCEDURE
In employing you the Company undertakes the relevant responsibilities
with regard to your Conditions of Employment. As an employee you also
accept responsibility for observing these Conditions of Employment,
maintaining acceptable standards of behaviour, conduct and work
performance, and complying with the rules of the Company.

Whilst the Company does not intend to impose unreasonable rules of

conduct on its employees, certain standards of behaviour are

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necessary to maintain good employment relations and discipline in
the interest of all employees.

The Company prefers that discipline be voluntary and self-imposed and

in the great majority of cases this is how it works. However, from time to
time, it may be necessary for the Company to take action towards
individuals whose level of behaviour or performance is
unacceptable.

The Company will notify the employee in writing of the allegations

against him or her and will invite the employee to a disciplinary hearing
to discuss the matter. The Company will provide sufficient information
about the alleged misconduct or poor performance and its possible
consequences to enable the employee to answer the case. This will
include the provision of copies of written evidence, including witness
statements, where appropriate.

Having given the employee reasonable time to prepare their case, a

formal disciplinary hearing will then take place, conducted by a manager,
at which the employee will be given the chance to state his or her case,
accompanied if requested by a trade union official or a fellow employee
of his or her choice.

The employee must make every effort to attend the hearing. At the
hearing, the employee will be allowed to set out their case and answer
any allegations and will also be given a reasonable opportunity to ask
questions, present evidence, call relevant witnesses and raise points
about any information provided by witnesses.

Following the hearing, the Company will decide whether or not

disciplinary action is justified and, if so, the employee will be informed in
writing of the Company’s decision in accordance with the stages set out
below and notified of his or her right to appeal against that decision. It

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should be noted that an employee’s behaviour is not looked at in
isolation but each incident of misconduct is regarded cumulatively with
any previous occurrences.

Stage 1: Written warning

The employee will be given a formal WRITTEN WARNING. He or she

will be advised of the reason for the warning, how he or she needs
to improve their conduct or performance, the timescale over which
the improvement is to be achieved, that the warning is the first stage
of the formal disciplinary procedure and the likely consequences if
the terms of the warning are not complied with.

The written warning will be recorded but nullified after six months,
subject to satisfactory conduct and performance.

Stage 2: Final written warning

Failure to improve performance in response to the procedure so far, a

repeat of misconduct for which a warning has previously been issued,
or a first instance of serious misconduct or serious poor performance,
will result in a FINAL WRITTEN WARNING being issued.

This will set out the nature of the misconduct or poor performance, how
he or she needs to improve their conduct or performance, the
timescale over which the improvement is to be achieved and warn that
dismissal will probably result if the terms of the warning are not
complied with.

This final written warning will be recorded but nullified after twelve
months, subject to satisfactory conduct and performance. However,

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the Company reserves the right to extend the validity of the final
written warning to a maximum of three years in cases of very serious
misconduct or where the employee has a history of misconduct issues.

Stage 3: Dismissal

Failure to meet the requirements set out in the final written warning will
normally lead to DISMISSAL with appropriate notice. A decision of this
kind will only be made after the fullest possible investigation. Dismissal
can be authorised only by a senior manager or a director. The
employee will be informed of the reasons for dismissal, the appropriate
period of notice, the date on which his or her employment will terminate
and how the employee can appeal against the dismissal decision.

GROSS MISCONDUCT
Offences under this heading are so serious that an employee who
commits them will normally be summarily dismissed. In such cases,
the Company reserves the right to dismiss without notice of termination
or payment in lieu of notice.

Examples of gross misconduct include:

• Any breach of the criminal law, such as theft and unauthorised

possession of Company property
• Fraud, deliberate falsification of records or any other form of
dishonesty willfully causing harm or injury to another employee,
physical violence, bullying or grossly offensive behaviour.
• Deliberately causing damage to the Company’s property causing
loss.
• Damage or injury through serious carelessness or gross
negligence willful refusal to obey a reasonable management

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 instruction or serious insubordination incapacity at work through
an excess of alcohol or drugs a serious breach of health and
safety rules harassing.
• Bullying or victimising another employee on the grounds of race,
colour, ethnic origin, nationality, national origin, religion or belief,
sex, sexual orientation, gender reassignment, marital or civil
partnership status, age and/or disability.
• Bringing the reputation of the Company into disrepute.

The above is intended as a guide and is not an exhaustive list.

Suspension.

In the event of serious or gross misconduct, an employee may be

suspended on full basic pay while a full investigation is carried out. Such
suspension does not imply guilt or blame and will be for as short a period
as possible. Suspension is not considered a disciplinary action.

APPEALS
An employee may appeal against any disciplinary decision, including
dismissal, to a Director of the Company within five working days of the
decision.

Appeals should be made in writing and state the grounds for appeal.

The employee will be invited to attend an appeal hearing chaired by a

senior manager or a director or external HR Advisor.

At the appeal hearing, the employee will again be given the chance to
state his or her case and will have the right to be accompanied by a
trade union official or a fellow employee of his or her choice.

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Following the appeal hearing, the employee will be informed in writing of
the appeal decision as soon as possible.

The Company’s decision on an appeal will be final.

GRIEVANCE PROCEDURE
The objective of a grievance procedure is to settle the grievance as
quickly and effectively as possible after informal attempts have failed.

Dealing with grievances informally

If you have a grievance or complaint to do with your work or the people

you work with you should, wherever possible, start by talking it over with
your manager.

You may be able to agree a solution informally between you.

FORMAL GRIEVANCE
If the matter is serious and/or you wish to raise the matter formally you
should set out the grievance in writing to your manager. You should
stick to the facts and avoid language that is insulting or abusive.

Where your grievance is against your manager and you feel unable to
approach him or her you should talk to another manager or senior
person.

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GRIEVANCE HEARING
Your manager will call you to a meeting, normally within 5 days, to
discuss your grievance. You have the right to be accompanied by a
colleague or trade union representative at this meeting if you make a
reasonable request.

After the meeting the manager will give you a decision in writing,
normally within 24 hours.

APPEAL
If you are unhappy with your manager’s decision and you wish to appeal
you should let your manager know.

You will be invited to an appeal meeting, normally within 5 days, and

your appeal will be heard by a more senior manager or an external HR
adviser. You have the right to be accompanied by a colleague or trade
union representative at this meeting if you make a reasonable request.

After the meeting the manager or external HR adviser will give you a
decision, normally within 24 hours. The manager’s or external HR
adviser’s decision is final.

LAY OFFS
It is a condition of employment that, if the Company is unable to provide
work due to circumstances beyond its control, lay-offs can be
implemented without notice and with the relevant statutory payment only
for the time involved.

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REDUNDANCY
The Company will take all reasonable and practicable steps to avoid
redundancy, but if it should arise an employee will only be dismissed
by reason of redundancy if the dismissal is wholly or mainly due to the
following:

The Company has ceased or intends to cease business for which the
employee was employed.

EQUAL OPPORTUNITIES
SURECARE NEWARK is an equal opportunity employer who is
committed to ensuring that all employees are treated fairly and equally.

Less favourable treatment or discrimination on the grounds of the 9

characteristics protected under the Equality Act 2010 is unacceptable
and may constitute a serious disciplinary breach.

The characteristics are:

• age
• disability
• gender reassignment
• marriage and civil partnership
• pregnancy and maternity
• race
• religion or belief
• sex
• sexual orientation

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SURECARE NEWARK acknowledges that men and women are
entitled to be paid equally when performing similar roles, without any
bias on the grounds of sex.

With regard to disability, assuming that the role can be satisfactorily

achieved by the disabled person SURECARE NEWARK will not
discriminate and will make all reasonable adjustments in accordance
with the current provisions of the Disability Discrimination Act 1995.

HARASSMENT VICTIMISATION AND BULLYING AT WORK

The Company will not tolerate any form of harassment, victimisation or
bullying at work.

Any behaviour which is perceived as intimidating, upsetting,

embarrassing, humiliating, offensive or malicious and which is directed
against an individual will be investigated swiftly and confidentially and
may be treated as a disciplinary offence.

MATERNITY, PATERNITY AND ADOPTION RIGHTS

MATERNITY LEAVE/PAY
SURECARE NEWARK does not discriminate against women who are
pregnant and as such abides by the statutory law regarding pregnant
employees. All women irrespective of service are entitled to a minimum
of 26 weeks ordinary maternity leave (OML), as well as reasonable time
off for antenatal care. All normal terms and conditions remain except
wages, while she is on maternity leave, provided that she has given
the Company proper notification of her pregnancy. (Proper
notification must include the following, in writing: the fact that she is

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pregnant; her expected week of confinement and the date when she
wishes the leave to commence).

In addition, employees are entitled to additional maternity leave (AML)

of 26 weeks’ maternity absence.

Statutory Maternity Pay (SMP) is payable to the employee by the

Company if she has 26 weeks’ service or more by the end of the 15th
week before the week that the baby is due and if she usually earns above
the LEL (lower earnings limit) each week. This is paid at 90% of her
salary for the first 6 weeks, then at the current weekly rate (reviewed
annually in April) for the remaining maternity period, i.e. for a total of
39 weeks.

Optional “keeping in touch” (KIT) days have been introduced enabling

a woman to work for up to 10 days during her maternity leave period. In
addition, all women have the right to return to work after maternity
leave regardless of the size of their employer’s business. The notice
a woman must give if she is changing her date of return to work from
maternity leave has been increased from 28 days to 8 weeks.

PATERNITY LEAVE/PAY
If you are eligible, you may be entitled to choose to take either one week
or two consecutive weeks’ paternity leave (not odd days) if you:

have been continuously employed for at

th
least 26 weeks by the 15 week before the expected week of childbirth
(EWC) or by the week in which an approved adoption agency matches
you with a child;

earn average weekly earnings above the LEL;

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 have given notice of your intention to take
th
the leave in or before the 15 week before the EWC specifying the EWC,
length of leave you have chosen to take and the date you have chosen
the leave to begin.

You will be paid for the period of leave at the standard rate or 90% of
your average weekly earnings if this is less.

SHARED PARENTAL LEAVE/PAY

Qualifying mothers and adopters continue to be entitled to Maternity and
Adoption rights but they may also be able to choose to end this early and
exchange it for Shared Parental Leave and Pay. They and their named
partner will then need to decide how they want to share this new
entitlement.

ADOPTION LEAVE/PAY
If you are adopting a child and have 26 weeks’ continuous service ending
with notice of matching you have the right to take 26 weeks’ Ordinary
Adoption Leave (OAL) and the right to an additional 26 weeks’ leave
(AAL). Statutory Adoption Pay (SAP) is payable for up to 39 weeks at
the standard rate or 90% of your average weekly earnings if this is less.

PARENTAL LEAVE
This applies to employees who have completed one year’s service, and
allows parents to take 18 weeks leave without pay, for each child and
adopted child, up to their 18th birthday.

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The limit on how much parental leave each parent can take in a year is
4 weeks for each child (unless the employer agrees otherwise).

You must take parental leave as whole weeks (eg 1 week or 2 weeks)
rather than individual days, unless your employer agrees otherwise or if
your child is disabled. You don’t have to take all the leave at once.

A ‘week’ equals the length of time an employee normally works over 7

days.

Leave can be postponed by the company for up to 6 months where the

business would not be able to cope, though not when the employee
gives notice to take the leave immediately after the time the child is
born or placed with the family.

In both Maternity and Parental leave the employee has the right to return
to the same job as before or a similar role if business needs have
changed.

PARENTAL BEREAVEMENT LEAVE

Employees who lose a child under the age of 18, or suffer a stillbirth from
the 24th week of pregnancy, on or after this date, have the right to two
weeks’ leave.

The two weeks’ leave may be taken as one block, or as two non-
consecutive one-week blocks, at any time during the 56 weeks following
the child’s death. The leave will paid at the same statutory rate as other
family friendly rights.

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TIME OFF FOR DEPENDANTS
This gives the employee reasonable time off to deal with an
unexpected problem relating to a dependant.

It is not paid time and must be discussed with your manager as soon as
the problem occurs. The time off would not normally exceed one or two
days; however, each case will be viewed on its own merits.

FLEXIBLE WORKING
All employees have the right to request flexible working from their
employer. To qualify the employee must have at least 26 weeks’
continuous service and may only apply once per year.

Application must be made in writing and include specific details of

the request. Employers can only refuse if there is a visible business
reason. Acceptance of a flexible working arrangement is a permanent
change to the contract.

COMMUNICATION
SURECARE NEWARK will endeavour to ensure that all its employees
receive communication regarding their performance and any client
feedback as soon as is practical. Communication is always a two-way
exchange of information and SURECARE NEWARK expects you to
raise issues and discuss any concerns as they arise so that every effort
can be made to rectify them.

As client needs change and progress SURECARE NEWARK will update

you to ensure the needs can be met in the most effective way; this may
be conducted verbally or may take the form of a notice, which is

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circulated to each operational site. Where business needs change
SURECARE NEWARK will communicate the situation as soon as is
possible to its employees.

You will be able to view your payslips, receive letters, update personal
details, request holidays and complete timesheets through access to our
staff portal when it goes live.

PERFORMANCE REVIEWS
Performance will be constantly monitored by means of client feedback
and quality and quantity of work completed.

Required by the circumstances and would always strive to ensure

that employees are fairly and justly treated.

WELFARE FIRST AID

Site details on availability of First Aiders will be discussed as part
of your initial induction.

ACCIDENTS
It is the responsibility of all employees to report any accident that occurs
however insignificant it may seem. Any faulty or defective equipment
must be reported to the relevant Supervisor or Manager immediately.

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PROTECTIVE CLOTHING
Should the need arise relevant Company clothing will be provided and
should be worn at all appropriate times. Relevant Personal Protective
Equipment, clothing and footwear should be worn as appropriate to the
situation.

ALCOHOL, DRUGS AND ILLEGAL SUBSTANCES

Employees may not bring alcohol, drugs or illegal substances in any
form to the workplace unless authorised by the Managing Director.
Employees will not be permitted to remain at work if appearing to be
under the influence of alcohol, drugs or any illegal substances as
determined by the Supervisor/Manager.

SECURITY
All security passes issued by the Company must be worn at all times
whilst on the client’s premises and during working hours. Upon leaving
the Company all security passes must be returned.

MANAGEMENT OF STRESS
At SURECARE NEWARK we are committed to protecting the health,
safety and welfare of all our employees and recognise that workplace
stress may occur from time to time. Should this happen, we will make
every effort to identify and manage such sources of stress in the
workplace.

Stress may occur when an individual perceives that the demands of

an external situation are beyond his or her perceived ability to cope

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with them. There is a difference between working under pressure,
which can be a positive state which enables people to perform to their
highest potential, and stress which can sometimes be detrimental to
health.

DATA PROTECTION - PERSONAL INFORMATION

SURECARE NEWARK aims to fulfil its obligations under the Data
Protection Act 2018 to the fullest extent and therefore provides access
on request to personal data held about you by the Company. Requests
will be responded to within a month of receipt. In most circumstances,
the information requested will be provided free of charge.

However, the company is permitted to charge a “reasonable fee” when

a request is manifestly unfounded, excessive or repetitive. This fee will
be based on the administrative cost of providing the information

You also have the right to prevent processing likely to cause damage or
distress to you or anyone else and to ask the Information Commission
to assess whether the Act has been contravened.

Each individual is responsible for ensuring that he/she communicates to

their manager any changes to their personal information in writing to
make sure that items such as emergency contact details are current and
accurate at all times.

For further information, please refer the Company’s Privacy Notice which
is available on the website.

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RIGHT OF SEARCH
The Company (SURCARE NEWARK) and/or the client Company
reserves the right to subject employees to a search of themselves, their
vehicle, personal belongings and locker at any time.

Should the need arise for this a colleague will be requested to act
as a witness.

PERSONAL HYGIENE
All employees are reminded to pay care and attention to their
personal hygiene as failure to do so may cause offence to fellow
employees or clients.

RESPONSIBILITY FOR COMPANY PROPERTY

You are responsible for ensuring that all Company equipment is properly
taken care of.

As an employee of SURECARE NEWARK you could be held

responsible for willful damage, neglect or loss, which would be dealt with
via the Company Disciplinary Procedure should the need arise.

All items of Company equipment issued to you must be returned upon

leaving the Company.

BUSINESS INSURANCE
The employee will be responsible for ensuring that the vehicle has
business insurance, is maintained in a safe and mechanically sound
state, is clean and tidy both inside and out and secure.

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PERSONAL CONDUCT AND BEHAVIOUR
Personal Appearance
You should attend work appearing clean and tidy, with long hair tied back
and where appropriate wearing the Company uniform, thus ensuring the
client receives the correct impression of the Company and its
employees.

BEHAVIOUR
The correct behaviour of SURECARE NEWARK employees whilst on
a client site is essential, responding politely and courteously to any
client enquiries and, to the best of your ability answering any questions
they may have. If you do not have the information, they require you must
call your Supervisor/Manager or the Managing Director.

Your conduct as you interact and communicate with each other on a

client site must also be non-offensive. Complaints regarding your
conduct and behaviour will be treated as serious misconduct if proven
when investigated, and will be dealt with via the Company Disciplinary
Procedure.

EATING, SMOKING AND DRINKING

Employees should not eat, drink or smoke whilst going about their day-
to-day work. Eating and drinking are only permitted in designated areas
and at specified break times. In accordance with the July 2007 Smoke
Free regulations all Company vehicles are no smoking areas. Whilst on
SURECARE NEWARK and client premises employees must comply
with the no smoking policy.

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CONFIDENTIALITY
Any information which you may see or hear during the course of
your duties on client sites should be treated as confidential. You should
not disclose any details or information relating to Company matters or
procedures. Any breach of this will be treated as serious misconduct.

CONFLICT OF INTERESTS
It is expected that your professional efforts and activities will be devoted
solely to the interests of the Company. Your employment is subject to
you not being or becoming engaged in any other business venture or
employment without the prior consent of the Company

NON-SOLICITATION
During the term of your employment and for a period of 6 months after
your Termination Date, you will not, either personally or by an agent,
whether on your own or in association with another person/organisation,
canvas, solicitor, or attempt to solicit any business from The Company’s
Clients, Prospective Clients for or in relation to any business or activity
which is in competition with The Company (or any Associated Company).

NON-DEALING
During the term of your employment and for a period of 6 months after
your Termination Date, you will not, either personally or by an agent,
whether on your own or in association with another person/organisation,
for or in relation to any business or activity which is in competition with
The Company, deal, negotiate, or contract with any Client or Prospective

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Client with whom you personally dealt with during the six months
immediately preceding the termination of your employment.

ETHICAL STANDARDS
We require you to comply with the highest standards of integrity when
working for the Company.

This means that you will not receive or give any gifts or gratuities or pay
or receive any unauthorised commission or other illegal remuneration
whether in cash or kind in any way concerning our business.

Should you become aware of any such practice by another employee

then we require you to report this to us in writing.

A breach of this requirement will be treated very seriously and may lead
to summary dismissal.

USE OF MOBILE PHONES

A mobile phone on a client site is only to be used for writing notes of
tasks completed or if visit is longer of four continuous hours working, can
be used during break times, except in emergencies; this includes calls
and text messaging.

Company phones are to be used solely for business purposes and

may be monitored for the purposes of quality control and client care.

Employees driving on Company business may not make or answer

any calls whilst driving.

If an urgent call has to be made the driver must pull over and stop in
order to do this.

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Non-compliance with any of the above may result in disciplinary
measures being taken.

STANDARDS OF WORK PERFORMANCE

Expectations of SURECARE NEWARK are based on our clients’ wants
and needs, and as part of the SURECARE NEWARK team you are
expected to contribute to meeting those requirements consistently and
effectively.

Specific standards will be discussed with you at the initial induction stage
and as requirements change.

Ensuring our clients are satisfied with our service is an integral part of
your role with SURECARE NEWARK– We clean beyond the surface!

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DOMESTIC WORKER POLICIES
ACKNOWLEDGMENT FORM
I acknowledge I have received a copy of the Domestic Worker
Handbook of: ( ) an
independently owned and operated SureCare franchise
("Company"), outlining the company's policies, benefits and
employee responsibilities.

I understand I am responsible for reviewing the information

contained herein and will seek clarification or verification where
necessary.

I understand the policies are not designed to provide specific

practices or policies for every situation. I also understand the
company reserves the right to interpret, amend, modify, correct,
cancel or discontinue the policies, or any of their terms, at any
time.

It is understood that:
• No amount of work can be guaranteed.
• I must maintain contact on a regular basis during the period
of time when I am not working.

I understand that I must maintain client confidentiality at all times.

I agree that I must protect the privacy of the client/service user's
information including client/ service user's health information at
all times.

I understand this handbook is not a contract of employment and

that no express or implied guarantee with regard to the duration

29 | P a g e
or terms of my employment, wages or benefit is binding upon
the company.

I also understand that no Manager/Team Leader, or

representative of the company has any authority to enter into an
agreement for any specified period of time or make any binding
representations or agreements inconsistent with company
policies.

I understand and agree that I am employed by the company and

that SureCare Newark Community Services Ltd is not my
employer.

Domestic Worker Signature _______________________

Date __________________

Office Signature _______________________

Date __________________

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