How our care services work
This page brings together a list of key policies that explain how our care services work and why these policies are important for residents and their families.
These policies help set out what you can expect from us, how care and support are delivered, and how we make decisions that affect daily life in our care homes.
We’re currently reviewing our policies to make sure they are clear, accessible, and written in a more resident-friendly way. While this review is taking place, we’ve listed the key policies here so you can see what is in place.
You don’t need to read everything – most people only look at one or two policies when they need them.
If you would like a copy of any policy, or have questions about what a policy means for you, please contact Customer Services on 0300 131 0777.
Our policies
Visitors (Care Homes) |
| Explains when and how friends, family and other visitors can visit residents in our care homes, including any guidance needed to keep everyone safe and comfortable. Why it matters: Helps you understand what to expect when welcoming visitors, so you can enjoy time together while ensuring the wellbeing, safety and privacy of all residents. |
Safeguarding Adults |
| Explains how we protect residents from harm or abuse. Why it matters: So you feel safe and know what to do if you’re worried. |
Safeguarding Children |
| Explains how we keep children safe who visit our services Why it matters: So children are protected when they visit our services |
Pets & Visiting Animals |
| Sets out how pets and visiting animals are welcomed safely. Why it matters: So you can enjoy companionship while keeping everyone comfortable and safe. |
Medication (Care Homes) |
| Explains how medicines are managed safely and correctly. Why it matters: So your health is supported and medication is given properly. |
Infection Prevention and Control |
| Explains how we reduce the risk of infection in our homes. Why it matters: So everyone stays healthy and protected from illness. |
Health and Safety Policy |
| Describes how we manage risks to keep everyone safe. Why it matters: So you can feel confident that your home and communal areas are safe. |
Fire Safety Policy |
| Explains how we prevent fires and what to do if one happens. Why it matters: So you know we’re prepared and you stay safe in an emergency. |
Accidents and Incidents |
| Explains how we record and learn from accidents and incidents. Why it matters: So we can prevent them happening again and keep you safe. |
Equality, Diversity and Inclusion Policy |
| Shows our commitment to treating everyone fairly and with respect. Why it matters: So you feel valued and included in our community. |
Resident Involvement and Empowerment Policy |
| Explains how you can share your views and help shape our services. Why it matters: So your voice is heard and you influence decisions that affect you. |
Privacy, Dignity and Respect |
| Explains how we protect your privacy and treat you with dignity. Why it matters: So you feel respected and your personal space is safeguarded. |
Accessible Information |
| Explains how we make information clear and easy to understand. Why it matters: So you can get the details you need in a way that works for you. |
Confidentiality |
| Explains how we keep your personal conversations and details private. Why it matters: So you can trust that sensitive information stays confidential. |
Complaints, Concerns and Compliments |
| Explains how to raise concerns or give feedback. Why it matters: So issues are resolved quickly and your views help us improve. |
Whistleblowing |
| Explains how staff and others can report serious concerns safely. Why it matters: So problems are addressed and standards are maintained. |
Data Protection |
| Explains how we keep your personal information safe and secure. Why it matters: So your privacy is protected and your data is handled responsibly. |
Access to Personal Records |
| Explains how you can see the information we hold about you. Why it matters: So you stay informed and in control of your personal details. |
Further information
Local Government and Social Care Ombudsman |
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Explains what the Local Government and Social Care Ombudsman does and how they can help if you’re unhappy with a service. |
Abbeyfield Living Society Statement of Purpose |
| Our Statement of Purpose explains what a care home does, who it supports, and the standards of care residents can expect. It sets out the home’s aims, the types of care provided, and how services are delivered in line with legal and regulatory requirements. Why it matters: It helps residents and families understand what the care home offers and provides reassurance about the quality, safety and approach to care. |
Care Quality Commission (CQC) |
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Care Quality Commission (CQC) is the independent regulator of health and social care services in England. They inspect care homes to check they are safe, caring, well-led, effective, and responsive to residents’ needs. |
Other useful information for residents in our care homes
Important key contact information
Essential contact details for our teams for repairs, account enquiries, resident engagement, and feedback. Includes out-of-hours support and emergencies.
My home, services and money matters
Find helpful information about your home and the services we provide – including repairs, safety, support, and paying your rent or charges.
Our performance
Find out how we're doing on customer satisfaction and how we are measured on the guidance issued by the Care Quality Commission (CQC).
Get involved in Resident Engagement
There's lots of ways for you to get involved and have your voice in our how we deliver our services.
Latest news and newsletters
Find out more about all the latest news, events and stories from across Abbeyfield Living Society.
Feedback and complaints
We are always keen to hear from you. Find out how to give feedback or raise a concern.