Last Updated: June 2026

1. Introduction

These Terms and Conditions (“Terms”) govern your use of the website located at https://empowerlifesupport.co.uk and the supported living services provided by Empower Life Supported Living (“we”, “our”, “us”). By accessing our website or engaging our services, you agree to be bound by these Terms. If you do not agree, please do not use our services or website.

2. About Our Services

Empower Life Supported Living provides specialist supported living services to adults with learning disabilities, autism spectrum conditions, mental health conditions, and physical disabilities. Our aim is to promote independence, dignity, and wellbeing for every individual we support.

Our services include, but are not limited to:

  • Accommodation and supported living in the community
  • Community support and skills development
  • Autism support
  • Mental health support
  • Support for adults with learning disabilities
  • Support for adults with physical disabilities

The specific nature, scope, and delivery of your support will be set out in your individual Support Agreement and Person-Centred Support Plan.

3. Eligibility

Our services are available to adults (18 years to 65 years) who:

  • Have an assessed need for supported living services
  • Are referred through a local authority, NHS, or self-funded arrangement
  • Agree to our terms of service and support planning process

We reserve the right to decline or discontinue services where we are unable to meet an individual’s assessed needs safely and appropriately.

4. Support Agreements

Prior to commencing any support, a formal Support Agreement will be prepared and agreed upon between Empower Life Supported Living and the service user (and/or their appointed representative). The Support Agreement will set out:

  • The scope of support to be provided
  • Hours and frequency of support
  • Responsibilities of both parties
  • Fees and funding arrangements
  • Review and escalation procedures

Any changes to the agreed support package will be confirmed in writing.

5. Fees and Payment

Fees for our services are determined based on an individual assessment of need and are agreed prior to the commencement of support. Funding may be arranged through:

  • Local Authority Direct Payments or commissioned services
  • NHS Continuing Healthcare funding
  • Personal budgets
  • Private self-funding arrangements

Invoices are issued in accordance with the agreed billing schedule. We reserve the right to suspend services in cases of sustained non-payment, following reasonable notice.

6. Service User Rights and Responsibilities

6.1 Your Rights

As a service user, you have the right to:

  • Be treated with dignity, respect, and compassion at all times
  • Receive support that is tailored to your individual needs and preferences
  • Make choices about your own life, support, and daily activities
  • Have your confidentiality and privacy respected
  • Raise concerns, complaints, or compliments about your support
  • Be involved in reviewing and updating your Support Plan

6.2 Your Responsibilities

To enable us to deliver the best possible support, we ask that service users:

  • Treat support workers with respect and courtesy
  • Provide accurate information relevant to your support needs
  • Notify us of any changes in your circumstances, health, or needs
  • Adhere to any rules or agreements specific to your accommodation
  • Raise any concerns directly with our team as soon as possible

7. Support Worker Conduct

All support workers employed by Empower Life Supported Living are subject to rigorous recruitment checks including DBS (Disclosure and Barring Service) checks, employment history verification, and training requirements. Our staff are expected to adhere to our Code of Conduct, which upholds the highest standards of professionalism, safeguarding, and person-centred support.

8. Safeguarding

Empower Life Supported Living is fully committed to the safeguarding and protection of all individuals in our care. We adhere to local and national safeguarding guidelines and procedures. Any safeguarding concerns will be reported to the appropriate authorities in line with our Safeguarding Policy. All staff receive regular safeguarding training.

9. Complaints Procedure

We take all feedback seriously and are committed to resolving concerns promptly. If you are unhappy with any aspect of our service:

  • Step 1: Raise the matter informally with your named support worker or team manager
  • Step 2: Submit a formal written complaint to our management team
  • Step 3: If unresolved, escalate to our Director or designated complaints officer

We aim to acknowledge all formal complaints within 2 working days and provide a full response within 20 working days. For further escalation, service users may contact the Local Government Ombudsman or the Care Quality Commission (CQC). Contact us at info@empowerlifesupport.co.uk.

10. Termination of Services

Either party may terminate the support arrangement with reasonable written notice, as specified in the individual Support Agreement. We reserve the right to terminate services immediately in cases involving:

  • Serious risk to the safety of support workers or other individuals
  • Fraudulent information provided at the time of assessment
  • Persistent breach of the Support Agreement

Where we initiate termination, we will work with the relevant local authority or commissioner to ensure a safe transition of care.

11. Website Use

11.1 Acceptable Use

You may use our website at https://empowerlifesupport.co.uk for lawful purposes only. You must not:

  • Use the site in any way that is unlawful, fraudulent, or harmful
  • Transmit any unsolicited or unauthorised advertising or promotional material
  • Attempt to gain unauthorised access to any part of the website or its systems
  • Introduce viruses, malware, or other harmful material

11.2 Intellectual Property

All content on our website — including text, images, logos, and graphics — is the property of Empower Life Supported Living or its licensors. You may not reproduce, distribute, or use any content without prior written permission.

11.3 External Links

Our website may contain links to third-party websites. We are not responsible for the content, accuracy, or privacy practices of those websites. Links do not constitute endorsement.

12. Limitation of Liability

Empower Life Supported Living takes every reasonable step to deliver safe and effective support services. However, to the fullest extent permitted by law, we shall not be liable for:

  • Indirect or consequential loss arising from use of our services or website
  • Loss of data or information not directly resulting from our negligence
  • Disruption to services caused by circumstances beyond our reasonable control (force majeure)

Nothing in these Terms limits our liability for death, personal injury caused by negligence, or fraud.

13. Confidentiality

All information shared by service users and their representatives will be treated with the utmost confidentiality, in line with our Privacy Policy and applicable data protection legislation. Information will only be shared where necessary for the delivery of support, with your consent, or where required by law.

14. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Changes to These Terms

We reserve the right to update these Terms and Conditions at any time. Updated Terms will be published on our website with a revised effective date. Continued use of our services after any update constitutes acceptance of the revised Terms.

16. Contact Us

For any queries regarding these Terms and Conditions, please contact:

Empower Life Supported Living

Email: info@empowerlifesupport.co.uk

Phone: +44 7516 608555

Website: https://empowerlifesupport.co.uk