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Additional Resources

Codes of practice

Working codes of practice.


You must not drink alcohol whilst on duty. An employee considered unfit to do their duty as a result of alcohol is not considered satisfactory.

Borrowing clients money

Under no circumstances should money be borrowed from or lent to a client.


As with all employees of the Social Services Department, you are in a position of trust. This is particularly important when you have access to personal client information.

It is important that you understand how the following relates to the way in which you carry out your work. It is expected that:

  • all staff understand the importance of treating information in a discreet and confidential manner;
  • written records and correspondence must be kept securely at all times when not being used by a member of staff;
  • information regarding clients must not be disclosed to unauthorised persons, especially not to other clients;
  • information about clients must not be given to unknown third parties - not in writing, nor by telephone;
  • you do not discuss clients in public. e.g. at the shops or on transport etc;
  • any breach of confidentiality may be regarded as misconduct and subject to disciplinary action;
  • If you are in any doubt about confidentiality, please contact your Reablement Organiser or Manager.

Contact/telephone numbers

Please do not give your personal/home telephone numbers to clients. All messages must go via the Reablement Office or out of hours Duty Office.

Gifts and hospitalities

Procedure for dealing with gifts and hospitalities.

  • You or your family must not accept money or gifts from clients and/or their relatives.
  • In exceptional circumstances, where it may cause offence to reject or refuse a gift of a token nature, it may be accepted. i.e. a box of chocolates.
  • You must always notify your Reablement Organiser, so that the token gift may be registered in the office.

Handling clients' money

Information you will need to know if you are handling client's money.

  • You will need to account for all dealings involving clients' monies to avoid any misunderstandings and to protect the interests of both you and your client.
  • When shopping for a client a receipt must be shown for each item purchased. (This protects you as much as the client).
  • Record all transactions in the home care book.
  • Pension books, cheque books etc. must be kept in your client's house in a safe place. You must not take these home.

Holding of keys

Reablement carers must not hold keys for clients' homes and must not normally enter clients' homes if they are not occupied.

Identity cards

All Reablement carers have a photo Identity Card. You must carry this on every visit. Please ensure that this is clearly visible for clients to check when you arrive at each home. If you lose your card, notify your Reablement Care Organiser immediately.


Reablement carers should not take clients' laundry and ironing back to the Reablement carer's home. If there are any difficulties in finding appropriate laundry facilities in the clients' homes or locally at the laundrettes, please contact your Reablement Organiser.

Obtaining other help for your clients

You are not expected to get in touch with the doctor without the clients' consent, except in an emergency such as severe illness, accident or collapse. Please telephone your Reablement Organiser as soon as possible when you have taken such action or whenever you are worried about a client.

Private working arrangements

Reablement carers must not make private working arrangements for Reablement tasks with people who are currently clients of the Reablement Service.

Punctuality and reliability

If for any reason, you are unable to report for duty, you should notify your Reablement organiser immediately. If for any reason you are late for duty please notify your Reablement organiser so that arrangements to support the clients may be put in place. Your clients depend on you arriving regularly and on time.


You must not smoke in a client's home.

Storage and handling of food

Always check that food is stored correctly and not past its 'use by' date. Raw meat should be stored in the fridge on the shelf below cooked food.

Taking children to clients' homes

Children of staff must not be taken to clients' homes.

Temporary or permanent cessation of the service

You must notify your Reablement organiser immediately if a client tells you that they do not require the service at any time. If a client is planning to go away on holiday, or into hospital, please notify your Reablement organiser.

Importance of the Reablement carer's role cannot be under-estimated

You are a representative of the London Borough of Hillingdon and as such are bound by the policies and procedures of the London Borough of Hillingdon. You are expected to carry out your duties in a professional and ethical manner and if you have any concerns or queries regarding your boundaries, then please contact a Reablement care manager.

Use of household equipment

The client is responsible for providing household equipment. Before using any equipment, please check with your Reablement care organiser that appropriate Health and Safety checks have been made.


You or your family must not be included as beneficiaries of a client's will.

  • If you become aware that a client has named you in a will you must inform your Reablement care organiser immediately.
  • You or your family cannot be an executor of a will, however you may act as a witness, but you must inform your Reablement care organiser.


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