Policies

Wherever possible, if you need to cancel a home visit, please try to give us as much notice as possible. If less than 48 hours’ notice is given, unless there are exceptional circumstances, we will still need to charge you for the visit as if it had taken place, as we still have to pay our staff. We also require 48 hours’ notice in relation to all transports provided by ELOF (this is to allow us time to find a volunteer driver).
Rotas are drafted on a Wednesday for the coming week- and the staff receive their next week’s rota on a Friday Afternoon- so please if you know of any changes to your regular requirements can you phone them in by Wednesday pm at the latest. We endeavour to keep you with the same member of staff and timing but unfortunately staff holidays, sickness or other client’s priority needs sometimes means we have no choice but to alter things. We are sorry if this causes you any inconvenience.
Our staff are paid their mileage and travel time between each different visit. They also receive a generous remuneration package, which includes paid holidays, sick leave, annual pay rise, pension, full & ongoing training, uniforms, birthday gifts and Christmas gifts.
Because we are a registered charity, our staff are not permitted to accept any personal cash tips from clients and so please do not offer. If you would like to donate to the charity in recognition of the service, you receive please feel free. Our staff have to declare all gifts e.g. flowers, chocolates etc to the CEO even if it is for their children.
Also, our staff are not allowed to undertake work privately for any client of ELOF so again, please do not put them in a difficult position by asking them to do any additional work in a private capacity. If you need extra work done, please do speak to the office and we can arrange it for you.
Finally, by accepting the services of ELOF you are agreeing that whilst you are receiving those services, and for a period of twelve months after we stop providing services to you, you will not recruit, or try to recruit, any ELOF employee, past or present, to work for you in a private capacity.