Agency Policies and Proceedure

Confidentiality and Security Policy

Home Star Childcare Limited complies fully with the Data Protection Act of 1998 and all applicable data protection and privacy legislation. We are registered with the Data Protection Registrar under Registration No ZA187425.

We will only collect personal information for the purposes of introducing childcare professionals to families. We will ensure that any information obtained from any family or childcarer is treated as Private and Confidential by us and anyone else involved in arranging, considering to arrange or managing a childcare placement.

Any information collected by Home Star Childcare Limited will be stored securely and treated as confidential. Home Star Childcare Limited computerised database of client & nannies information is securely protected against unauthorised entry, it is backed up daily to a secure online cloud based system which is accessible by authorised personnel of Home Star Childcare Limited only. Paper files are securely locked away at all times.

Details of clients and/or nannies will not be used for any purpose other than the one specified, and will not be sold or released to any mailing list or any other interested party. Details will be kept for a period of time in accordance with the Data Protection Act 1998.

Equal Opportunities

No client or nanny will be treated any less favourably in any part of the recruitment or placement process by Home Star Childcare Limited due to their disability, gender, race, sexual orientation, religion or belief or in any other professional dealings.

All agency staff and all nannies are expected to be aware of Equality legislation; this includes discrimination on the grounds of disability, gender, race, sexual orientation, religion or belief and to apply them in all their professional dealings.

This policy is regularly monitored to ensure that the objectives are achieved. It will be reviewed and, if necessary, revised in the light of legislative or organisational changes.

Our Ongoing and After Care Support

Home Star Childcare Limited are available to offer ongoing advice and support to any Nanny or Family as required. Home Star Childcare Limited will listen, treat information given with confidence and we will remain impartial and advice appropriately. We recommend that the first four weeks of any new Nanny position are considered to part of a ’settling in period’ this gives both the family and the Nanny the opportunity to get used to each other, how the routines of the family work, where things are etc and after this four week period we recommend a formal review takes place to see how things are going from both sides. During this period if things are not working, then a one week notice can be given by either side. If everything is working well then the employment will continue. Home Star Childcare Limited will do a follow up call after the placement has been in place for 6-8 weeks, to ensure everything is progressing well. Further follow up can be offered if required.

If things are not working out, Home Star Childcare Limited will provide help and support to find a replacement.

The permanent placement fee structure is as follow:

On commencement of the placement, the family will receive a one-off placement fee (according to our terms of business)
• If the placement breaks down within the first eight weeks, then help and support will be provided to find a replacement Nanny with no further placement.
• If the placement breaks down after eight weeks and within six months for a Nanny, then help and support will be provided to find a replacement Nanny and an invoice will be raised for a half placement fee.
• If the placement breaks down after six months and within nine months for a Nanny, then help and support will be provided to find a replacement Nanny and an invoice will be raised for three quarters (75%) of the placement fee.
• • If the placement breaks down after nine months for a Nanny, then help and support will be provided to find a replacement Nanny and a new placement fee invoice will be raised.
• • If the family decides to make other arrangements or requests that no replacement be provided, then no refund will be given.

Temporary and Emergency Childcare services are invoiced according to the number of hours worked. If no placement has been made, then no invoice is raised. We do provide an emergency contact number for Emergency Services so we are able to respond quickly.

Our Candidate Selection & Recruitment Criteria

All our Nannies are personally interviewed, and no charges are made to Nannies for seeking work with Home Star Childcare Limited. All work history is fully checked, including any gaps in C.V.

Home Star Childcare Limited will discuss with Nannies the working procedures regarding confidentiality, health & safety, discipline and respect for other cultures, and only take on those who we feel have a correct understanding of these issues.

We only select childcare professionals onto our register that can provide the following:
• The right to work in the United Kingdom is established, e.g. valid U.K. work permit/visa if non-European.
• Confirmation of identification and address. Original documents must be observed, and at least one form of identification must show a recent photograph of you, e.g. each of the following is acceptable as identification.
- Current passport
- Current full U.K. driving licence
- Utility bill (recent)
- Bank statement (recent)
- Birth certificate
• Minimum of two years experience working in a childcare environment and/or a suitable childcare qualification. The following are examples of appropriate qualifications:
- CACHE Diploma in Childcare and Education (previously known as NNEB)
- NVQ or SVQ Level 3 in Early Years Care and Education
- BTEC National Certificate or Diploma in Early Years
- BTEC Certificate in Children's Care and Education
- BTEC Higher National Certificate or Diploma in Early Childhood Studies
• Two references are required as minimum from previous employers – all written references obtained are followed up with a telephone call to confirm it is a genuine reference. Families are given the opportunity to follow up references for their own piece of mind.
• Current enhanced DBS disclosure, (this can be renewed via Civil and Corporate Ltd)
• An up to date First Aid Certificate Home Star Childcare Limited are able to help source a suitable course if required)

All paper records of Nannies details are confidential and are stored securely in accordance with the Data Protection Act. All electronic details are stored securely via use of cloud based computing, only authorised personnel from Home Star Childcare Limited have permission and access to this data.

Complaints Policy

Home Star Childcare Limited is committed to providing a high level service to all our customers, every time. We recognise, however, that there may be occasions when our customers will feel that they have cause for complaint. If you do not receive satisfaction from us we need you to tell us about it. This feedback will help us to improve our services.

The aim of the policy is to resolve complaints as quickly as possible. All complaints will be dealt with seriously and sensitively to ensure that the standard of service provided by Home Star Childcare Limited is maintained at a high level.

Complaints Procedure

Stage One: Informal Complaint
It is in everyone’s interest that complaints are resolved at the earliest possible stage. Home Star Childcare Limited believe the majority of complaints can be resolved satisfactorily on an informal basis.

If you wish to make a complaint about our service, please contact Jean Ellis on 07985 236663. We will always aim to be helpful and to treat you with politeness and consideration.

Stage Two: Formal Complaint
If you are dissatisfied with the response, please submit a written statement of complaint as soon as possible to:
Eleanore Meshe, Home Star Childcare Limited, 3rd Floor, 207 Regent Street, London W1B 3HH.

The complaint will be recorded and investigated, and a written response will be sent within 10 working days. We will always respect your confidentiality.

Registered Office Address

Home Star Childcare Limited
3rd Floor, 207 Regent Street
London
W1B 3HH
United Kingdom

Open 7am to 9pm Monday to Sunday

T: 0798 523 6663
E:

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