Policies and Procedures

At Assist & Co, transparency, client safety, and dependable standards guide everything we do. Whether we are supporting your family with gentle companionship visits or carrying out comprehensive domestic and commercial cleaning across North and west Yorkshire and surrounding areas, our policies ensure clear communication and complete peace of mind.

Frequently asked questions

Find detailed information about our staff vetting, safety guidelines, cancellation terms, and insurance coverage. If you have any further questions, our friendly team is always here to assist.

What vetting and background checks do your team undergo?

All Assist & Co team members undergo comprehensive vetting before entering any client’s home or care setting. This includes enhanced DBS checks, verified professional and personal references, full identity verification, and thorough in-person interviewing. Our team is fully insured and trained to maintain the highest standards of safety, discretion, and respect in every household we support.

What is your cancellation and rearrangement policy?

We ask for at least 72 hours’ notice to cancel or reschedule any scheduled clean or companionship visit without charge.

  • ​Cancellations under 72 hours: Forfeits the booking deposit to cover reserved staff schedules and administrative costs.
  • ​Same-day cancellations & lockouts: If a visit is cancelled on the day, or our team arrives at the property and cannot gain access after waiting, the full fee applies to cover staff travel, allocated shift pay, and lost diary time.
  • ​Emergencies: Genuine emergencies, illnesses, or hospital visits are always handled fairly and with discretion on a case-by-case basis.

What safety guidelines do you follow for chemicals and building sites?

Safety and compliance are top priorities across all our domestic and commercial operations:

• COSHH compliance: All cleaning chemicals are strictly handled according to COSHH guidelines, with accessible Safety Data Sheets (SDS), colour-coded microfibre systems to prevent cross-contamination, and eco-friendly products used wherever possible.

• Equipment safety & PAT testing: All professional electrical equipment (including extraction machines, vacuums, and carpet cleaners) is regularly maintained, inspected before each job, and PAT tested to ensure electrical safety.

• Commercial & site safety: For commercial and builders' cleans, our team adheres to strict health and safety protocols, including mandatory PPE (hi-vis, hard hats, safety boots, and protective gloves), site-specific risk assessments (RAMS), and full site induction procedures before commencing work.

What insurance do you carry and what happens if something breaks?

Assist & Co holds comprehensive Public Liability Insurance to ensure full peace of mind across all domestic, commercial, and turnover visits:

• Insurance protection: Our coverage covers accidental damage and public liability, ensuring your home and property are fully protected while in our care.

• Immediate notification: In the unlikely event that an accidental breakage or issue occurs, our team follows a strict reporting procedure—photographing the item, documenting the incident, and notifying you immediately on the day of the visit.

• Prompt resolution: All accidental damage reports are logged and reviewed within 24 hours to arrange an appropriate repair, replacement, or insurance claim resolution fairly and without delay.

Ready to arrange your visit?

Whether you require regular domestic cleaning, a specialised building site clean, or dedicated companionship visits, we are here to help. Get in touch with our team today to discuss your requirements.