Terms of Use

This is the most important thing on this page. This website, and every form on it, is a way of getting in touch during office hours. It is not an emergency service and it is not monitored 24 hours a day, seven days a week.

Messages sent through this site are read by our office team during Monday to Friday, 9am to 4pm. A message sent outside those hours may not be seen until the next working day. Nobody is watching the inbox overnight, at weekends or on bank holidays.

If you are worried about someone's immediate safety, do not wait for a reply from us.

This website is operated by Premium Community Care Ltd, trading as Premium Community Care. We are a company registered in England and Wales with company number 07697782. You can write to us at 86 Digbeth, Birmingham, B5 6DY. Our registered office address is recorded against our company number on the Companies House register, which anyone can search free of charge at www.gov.uk/get-information-about-a-company.

We are registered with the Care Quality Commission (CQC) to provide the regulated activity of Personal care. Our CQC record, including our current rating, is published at https://www.cqc.org.uk/location/1-340793978. Our provider record is at https://www.cqc.org.uk/provider/1-327051192.

In these terms, "we", "us" and "our" mean Premium Community Care Ltd. "You" means anyone using this website.

By using this website you accept these terms. If you do not accept them, please do not use the site — call us on 0121 643 9808 or email info@premiumcommunitycare.com instead. There is always a human alternative to anything you can do here.

These terms apply to everyone who uses the site: people looking for care, relatives, professionals making a referral, people applying for a job, and anyone simply reading the information pages.

This website is written in English and is intended for use in the United Kingdom, and is aimed mainly at people arranging home care in the areas we cover. The areas we currently serve are listed on our areas pages.

If you are helping someone else use this site, these terms apply to you as well as to them.

Our care services are for adults. This website is written for adults, and it is not a way to arrange care for a child.

We do not ask your age or your date of birth anywhere on this site, so we cannot tell how old you are. If you are under 18 and you look after someone, or you are worried about someone, please telephone us on 0121 643 9808 rather than using a form, and tell us your age so that we can help you in the right way.

If you would like to work with us and you are under 18, please telephone us before you apply. We can then talk through what the role involves and what would need to be in place before you could start.

If we realise we are holding information about a child that we do not need, we will delete it. The one exception is where we have to keep it because of a concern about someone's safety.

This is a distinction that matters, so we want to be plain about it.

These terms of use govern the website — the pages, the information on them and the forms. They do not create a contract for care, and nothing on this website is an offer to provide care to any particular person.

Care is only ever provided under a separate written care service agreement, signed after we have carried out an assessment and agreed a care plan with the person receiving care or their representative. That agreement, together with the care plan, sets out what support is provided, when, at what cost, and how either side can change or end it.

If anything on this website appears to conflict with your signed care service agreement, the care service agreement is the one that counts.

The information on this site — our service pages, area pages, FAQs and articles — is general information about home care. It is written to help you understand the kinds of support available and how care usually starts.

It is not medical advice, nursing advice, care advice, legal advice or financial advice about any particular person, and it should not be relied on instead of a professional assessment. Every person's needs are different, and only an assessment can produce advice that is right for an individual.

Personalised advice comes from a free, no-obligation care assessment. We visit, talk to the person and the people close to them, look at the practical realities of the home, and set out in writing what we think would help. You can ask for one at any time.

We take care to keep the site accurate and up to date, but we do not promise that everything on it is complete or current at every moment. Regulatory information in particular changes: our CQC rating is shown here as Good, and the authoritative, current position is always the CQC's own record at https://www.cqc.org.uk/location/1-340793978.

This site has six forms: the general enquiry form on our contact page, a shorter enquiry form built into each care service page and each area page, a care assessment request, a referral form, a complaints and feedback form, and a job application form. They are ordinary contact forms, not a live service.

We aim to reply to enquiries within one working day, but that is an aim rather than a guarantee, and it applies to working days only. Please do not use a form for anything that cannot wait.

The forms deliberately ask for a small amount of information. We ask you not to include detailed medical information or care records in a free-text box — and on our enquiry, care assessment and referral forms the on-screen hint says so too. We will gather the detail we need properly, and securely, when we speak to you.

How we handle the information you send is set out in our privacy notice, which every form links to next to the box you tick before you send it. In short: submissions are stored in a secure system that only authorised staff can open, and they are not published anywhere on this site.

Please make sure that what you tell us through this website is true and accurate as far as you know, and that you are entitled to tell us it. We act on what we are sent: an enquiry may lead to a visit, and a referral may lead us to contact a vulnerable person.

Deliberately giving false information, submitting a form in someone else's name, or making a referral about a person who has not agreed to it can cause real harm to that person and is a misuse of this site.

If you are referring someone else, our referral form asks you to confirm that the person, or their representative, has agreed to the referral. That confirmation is yours to give and we rely on it. The form asks only for the person's initials, not their full name, and only a high-level summary of the support they need — please keep to that, and do not send care records or detailed medical histories through the website.

If you tell us something in error, or you realise a referral should not have been made, contact us on 0121 643 9808 or referrals@premiumcommunitycare.com as soon as you can and we will correct our records. A concern about someone's safety is different: once raised, it has to be looked at, and the safeguarding section below explains why.

The only file you can send us through the public part of this website is a CV attached to a job application. You may upload a PDF, DOC or DOCX file of up to 5MB.

Uploaded files are checked for malware before any member of our recruitment team can open them. If a file fails that check, it is deleted along with the application, and you will need to apply again with a clean copy. If a file cannot be checked, it is not made available to our staff.

You must not attempt to upload anything other than a genuine CV for a genuine application, and you must not attempt to upload programs, scripts or anything designed to interfere with the site or with the people who read it.

Please only include in your CV what you are happy for us to see. The part of our privacy notice about applying for a job explains how applications are stored, who can open them and how long we keep them. Our policy is to keep an unsuccessful application for 12 months, after which authorised staff delete it and the CV file with it.

We are a care provider. Keeping people safe comes before keeping a confidence, and you should know that before you send us anything.

If we believe an adult is at risk of abuse or neglect, we will share what we know with the local council's adult safeguarding team, with the police, or with the NHS. We will do that whether or not the person concerned agrees, and whether or not the person who contacted us agrees. We rely on our legal duties and on protecting someone's vital interests — not on your permission. The council may then carry out an enquiry under section 42 of the Care Act 2014.

We will normally tell the person concerned that we have shared information about them. We will not tell them first, and sometimes we cannot tell them at all, where doing so would put them or someone else at greater risk, or would get in the way of an investigation.

Once a safeguarding concern has been raised it cannot be taken back. If you tell us you were mistaken, we will record that and pass it on, but the concern itself still has to be looked at by the people whose job it is to look at it.

As a registered provider we also have to notify the Care Quality Commission about certain events involving individual people. Those notifications are required by the Care Quality Commission (Registration) Regulations 2009. They are separate from the summary of complaints we give the CQC under regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

You may read, print and share pages of this site for your own personal use, or for the purposes of your job if you are a health or social care professional working with us. You must use the site lawfully and in a way that does not harm anyone else or our ability to run it.

Here is what you must not do.

Part of this site is a private administration area used by our own staff to manage enquiries, referrals, complaints, recruitment and website content. It is protected by sign-in and, for the accounts that handle sensitive records, by two-factor sign-in. Access is limited to what each role needs.

There is no public login on this website. Clients, families and applicants do not have accounts, and we will never ask you to sign in to view information about your care.

Attempting to access the staff area, or to obtain or use staff credentials, is a misuse of this site and may be a criminal offence under the Computer Misuse Act 1990. We keep security records of access attempts, and we will report serious incidents to the police and, where personal information is affected, to the Information Commissioner's Office.

If you find a security weakness in this website, please tell us at info@premiumcommunitycare.com rather than testing it further, and give us a reasonable chance to fix it.

We do not promise that this website will always be available or free from faults. It may be unavailable at times because of maintenance, technical problems, or matters outside our control such as an outage at our hosting provider or a problem with your own internet connection.

We may change, suspend, restrict or withdraw all or part of the site, or any of its content, at any time. We are not obliged to keep any particular page, article or vacancy online.

Because the site can be unavailable, never rely on it as your only way of reaching us. Our telephone number and email addresses are set out on this page and on the contact page.

Unless we say otherwise, everything on this website — the text, page structure, design, layout, graphics, icons, photographs and our name and logo — belongs to us or is used by us under licence. It is protected by copyright and other intellectual property rights.

You may look at the site, and print or download extracts for your own personal use or to share with someone you are helping to arrange care. You must not change anything you copy, and you must not use any photograph or illustration separately from the text it appears with.

You may not use our content for commercial purposes, republish it on another website, or present it as your own, without our written permission. If you would like to quote or reuse something, email info@premiumcommunitycare.com and ask — we are usually happy to agree.

Other organisations' names that appear on this site, such as the Care Quality Commission's, belong to them and are used only to identify them and to link to their own pages.

Most of the photographs of people on this website are illustrative — they show what home care looks like rather than a particular person's care. We use illustrative pictures deliberately, so that no client's privacy depends on an image on a web page. Where a photograph does show a real person — a member of our team, or a client or relative who has agreed to it — we publish it only because we hold a record of their permission.

Our system will not publish an image marked as containing people unless that permission, or a licence covering it, is recorded against the image. Camera information such as location data is stripped from every photograph when it is uploaded.

Testimonials and quotes are from real clients, relatives or staff. We publish one only where we have recorded that person's permission, how and when they gave it, and where the written evidence is kept. They are usually attributed by first name or by a description such as "Family member". A testimonial describes one person's experience. It is not a promise that anyone else will have the same experience, and it is not evidence of a care or clinical outcome. Anyone who has given permission can withdraw it at any time, and we then take the quotation down.

If you believe an image or a quotation on this site relates to you and you did not agree to it, or you want it removed, contact us on 0121 643 9808 or info@premiumcommunitycare.com and we will deal with it promptly.

This site links out to other organisations' websites, including our record on the Care Quality Commission's site at https://www.cqc.org.uk/location/1-340793978, NHS information, local authority pages and mapping services.

Those links are provided for information and convenience only. We do not control those sites, we are not responsible for their content, accuracy, availability, accessibility or privacy practices, and a link does not mean we endorse everything on the site it points to.

When you follow a link away from this website, the other organisation's terms and privacy policy apply, not ours. Please read them if you are concerned.

You may link to our home page or to any of our public pages, as long as you do so fairly and legally, do not damage our reputation or take advantage of it, and do not suggest any association or endorsement that does not exist. You must not display our pages inside a window or panel on your own site, so that they look like part of it.

How we use personal information is set out in our privacy notice, and how this site uses cookies is set out in our cookie policy. Both are linked from the footer of every page, and every form on this site links to the privacy notice next to the box you tick before you send it.

In summary: this website uses no analytics, advertising or tracking cookies, and if you simply browse our public pages this website sets no cookies on your device at all. The only cookies it sets are the ones needed to sign our own staff in to the private staff area and to check that a staff member's two-factor sign-in is recent enough before they open sensitive records. Our cookie policy is the place to look for the full list, with what each cookie is for and how long it lasts.

The tick box on each form confirms that you have seen our privacy notice. It is an acknowledgement, not a consent that gives us permission to process your information — the legal grounds we rely on are explained in the privacy notice itself.

If you have a question about your information, or you want to use a data protection right, contact us on info@premiumcommunitycare.com, telephone 0121 643 9808, or write to us at 86 Digbeth, Birmingham, B5 6DY.

A personal data breach means information being lost, destroyed, altered, or seen or taken by someone who should not have it. It can be a cyber attack, but far more often it is something ordinary — an email sent to the wrong address, a lost phone, a document left where it should not be.

We record every incident of that kind, including the ones we decide do not need to be reported, so that we can show what we did and why.

Where a breach is likely to be a risk to people, we report it to the Information Commissioner's Office within 72 hours of becoming aware of it. That deadline comes from Article 33 of the UK GDPR.

Where a breach is likely to be a high risk to you, we tell you without undue delay. We will write in plain language and say what happened, what information was involved, what we are doing about it, what you can do to protect yourself, and who to contact for more.

Where a breach affects someone's care, we also tell the Care Quality Commission.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or for a dishonest statement, or for anything else the law does not allow us to limit or exclude. This paragraph comes first and overrides everything else in this section.

Nothing in these terms affects our responsibility for the care we actually provide. If we are providing care to you or to someone you care about, our duties are set out in the care service agreement, in the Health and Social Care Act 2008 regulations we work under, and in the general law. This page cannot and does not reduce them.

We provide the site as it stands. We do not promise it will always work, be free of mistakes, or be free of viruses, and we are not responsible for loss or damage caused by a virus or other harmful material that reaches your device because of your use of this site or of a site we link to. Please use your own virus protection.

If you are using this site for business purposes, we are not liable to you for loss of profit, loss of business, business interruption or lost business opportunities.

Subject to the first two paragraphs above, and because this website is free to use and gives general information only, we are not liable to you for four things. The first is loss or damage caused by relying on general information on this site instead of asking for a care assessment or for professional advice. The second is loss or damage caused by the site being unavailable, or by a form not reaching us for a technical reason outside our control. The third is loss or damage caused by a delay in replying to a message you sent outside our office hours, where an emergency should have been reported to 999 or 111. The fourth is loss or damage that was not foreseeable when you used the site.

If you are using this website as a consumer, you have legal rights that these terms do not affect. Nothing here takes away or reduces your rights under the Consumer Rights Act 2015 or any other consumer protection law.

Where a term of this page would be unfair under consumer law, it does not apply. The rest of these terms continue to apply.

If a court decides that any part of these terms cannot stand, that part is removed and the rest of these terms continue to apply.

If we do not insist that you do something you are required to do under these terms, or we delay in taking action, that does not mean we have given up our right to do so later.

If something on this website is wrong, unclear or hard to use, please tell us — it is the quickest way to get it fixed. Call 0121 643 9808 during Monday to Friday, 9am to 4pm or email info@premiumcommunitycare.com.

If your concern is about the care we provide, please use our complaints and feedback route. We operate a complaints procedure because we are required to under regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We acknowledge your complaint, investigate it, record the outcome and write to you with it. We also keep a record of complaints and our responses so that we can give the CQC a summary if it asks for one. Our complaints and feedback page sets out the steps and the timescales.

You can raise a concern with a regulator at any time, and nothing here stops you. But for a complaint about someone's care, please come to us first: the Local Government and Social Care Ombudsman will normally expect our own complaints process to have finished before it will look at your case, and going to us first is usually also the fastest way to get the problem put right.

Different organisations deal with different concerns.

You do not have to give your name to tell us that you are worried about someone's care or safety. Telephone 0121 643 9808 and say that you would rather not be identified.

Please understand what that means in practice. If we cannot contact you, we cannot ask you follow-up questions, we cannot keep you informed, and we may not be able to look into the concern as thoroughly. We will still act on what you tell us.

Our online forms are not a good route for this. Every form asks for a way to reply, and our security records note the internet address a submission came from, so a form is not an anonymous channel. A telephone call is.

If you work for us, or for another organisation involved in someone's care, and you raise a genuine concern in the public interest, the whistleblowing protections in the Employment Rights Act 1996 (introduced by the Public Interest Disclosure Act 1998) protect you from being treated badly for doing so. You do not have to raise it with us first.

We may update these terms from time to time — for example if we change how the site works, add a new form, or if the law changes. The version published on this page is the one that applies. The date this version took effect, and the date we last reviewed it, are shown alongside this page.

If you would like to see the version of these terms that applied when you contacted us, ask us and we will send it to you.

We do not usually notify people individually about a change, because there are no website accounts to notify. Please check this page from time to time, and read it again before you send anything important through the site.

If we make a change that materially affects how you can use the site or what you are agreeing to, we will say so clearly on this page and update the date it took effect.

We may also change or remove content on the site at any time without notice.

These terms, and any dispute or claim arising out of them or out of your use of this website, are governed by the law of England and Wales.

You and we both agree that the courts of England and Wales can deal with any dispute. If you live in Scotland or in Northern Ireland, you may bring a claim either in the courts where you live or in the courts of England and Wales, and we may only bring a claim against you in the courts of the part of the United Kingdom where you live.

Choosing the law of England and Wales does not take away any consumer-law protection that applies where you live in the United Kingdom. Those protections cannot be removed by agreement.

Nothing in this section affects your right to take a concern to a regulator or ombudsman as described above.