Nomad Home Lifestyle Policies

Your information, your trust

Nomad Home Lifestyle is committed to protecting your personal information and your privacy. This policy explains what information we collect, how we use it, and how we keep it safe.

What information we collect

• Name, address, telephone number and email address.
• Emergency contact details, where provided.
• Information about your needs, preferences and any relevant health or mobility details, so we can support you safely and appropriately.
• Records of visits, communications and any feedback you give us.

How we use your information

• To provide the services you have asked for.
• To communicate with you, your family members or professional advisers, where you have asked us to.
• To keep accurate records of the support we provide.
• To meet legal or insurance requirements.

How we store and protect your information

Your information is stored securely, accessed only by those who need it to provide your support, and kept for as long as is necessary for the purposes above or as required by law. We do not sell your information to anyone.

Sharing your information

We only share your information with others when you have asked us to, or where we have a legitimate need (for example, in an emergency or to meet a legal obligation).

Your rights

You can ask to see the information we hold about you, request corrections, or ask us to delete it where appropriate. To do this, please contact us at sam@nomad-home.uk.

Last reviewed: July 2026.

Cookies and tracking

Our website uses a small number of cookies to help it work properly and to give us a basic understanding of how visitors use the site.

Essential cookies

These cookies are needed for the website to function and cannot be switched off. They do not store any personally identifiable information.

Analytics cookies

Where used, analytics cookies help us understand how visitors interact with the website so we can improve it. These cookies collect information in an anonymous form.

Managing cookies

You can manage or disable cookies through your browser settings at any time. Please note that disabling some cookies may affect how the website works.

Last reviewed: July 2026.

What to expect when you work with us

These terms set out how Nomad Home Lifestyle provides support services to clients in Epsom and surrounding areas.

Our services

We provide practical help, companionship, tech support, assistance with later-life house moves, and related lifestyle support. The exact support provided will be agreed with you in advance and confirmed in writing where appropriate.

Booking and cancellations

Visits are arranged by agreement. We ask for as much notice as possible if you need to cancel or reschedule. Cancellations made with less than 24 hours' notice shall be charged.

Payments

Our hourly rates are shown on our pricing page. Invoices are issued weekly and are payable within 7 days  as stated on the invoice. We accept bank transfer and can discuss other arrangements on request.

Limitations

We are not a regulated care provider, nursing service or medical professional. We do not provide personal care, administer medication or carry out tasks requiring professional qualifications unless specifically and lawfully agreed. If your needs change, we will discuss with you whether specialist support is more appropriate.

Liability

We carry appropriate insurance and take every reasonable care in the services we provide. However, we cannot be held liable for events outside our reasonable control, or for losses arising from information or instructions that are inaccurate or incomplete.

Ending the agreement

Either party may end the working agreement with reasonable notice. We will always try to do so in a way that minimises disruption to your support.

Last reviewed: July 2026.

We want to hear from you

If something is not right, we would much rather know so we can put it right. This procedure explains how to raise a concern and how we will handle it.

How to raise a concern

Please speak to us directly in the first instance. You can contact us by email at sam@nomad-home.uk. We will listen carefully and look to resolve any concerns.

What happens next

• If you feel your concern still stands please send and email directly to sam@nomad-home.uk we will acknowledge your concern within 24 hours.
• We will look into what happened and, where appropriate, speak with everyone involved.
• We will respond with our findings and any actions we plan to take.
• We will keep you updated and ensure a confidential record of the concern and how it was resolved is logged.
• If you are not satisfied with the way that your complaint has been addressed, the Company Director can review the details; a final review will be conducted with a written response.

Escalation

If you feel your concern has not been resolved, we can discuss further steps together. As Nomad Home Lifestyle is not regulated by an external ombudsman or industry regulator, there is no independent complaints body. However, customers may seek independent advice from the Citizens Advice Bureau or engage in mediation where appropriate.  Where appropriate, we can signpost you to relevant external organisations. It is important to us that our clients feel looked after and cared for.

Last reviewed: July 2026.

Keeping people safe

Nomad Home Lifestyle works with older adults and others who may be vulnerable. Their safety, dignity and wellbeing are at the centre of everything we do.

Our principles

• We treat every client with respect, dignity and kindness.
• We listen to clients and take their wishes and preferences seriously.
• We work in a way that promotes independence and choice.
• We do not tolerate abuse, neglect, discrimination or exploitation of any kind.

Recognising and responding to concerns

If we observe or hear anything that suggests a client may be at risk of harm, neglect or exploitation, we will take it seriously. We will respond promptly, keep a confidential record, and, where necessary, raise the concern with the appropriate adult safeguarding services or emergency services.

DBS checks

Staff and representatives working directly with clients hold an enhanced DBS check and are expected to maintain high standards of conduct at all times.

Training and review

We keep our safeguarding knowledge up to date and review this policy regularly to make sure it remains effective.

Last reviewed: July 2026.

Peace of mind

Nomad Home Lifestyle holds appropriate business insurance to protect both our clients and our work. Details of cover can be provided on request.

What our insurance covers

Our insurance is designed to cover the activities we carry out as part of our agreed support services. If you would like to know more about the level of cover or specific activities, please ask.

Limitations

Our insurance does not cover work that falls outside the services we have agreed to provide, or tasks requiring professional qualifications we do not hold. If a task is beyond our scope, we will let you know and can often help you find a suitable specialist.

Questions

If you have any questions about insurance or liability, please contact us at sam@nomad-home.uk.

Last reviewed: July 2026.

Support that includes everyone

Nomad Home Lifestyle is committed to treating everyone fairly, with dignity and respect, regardless of age, disability, gender, race, religion or belief, sexual orientation, marital status, or any other characteristic.

Our commitment

• We provide services in a way that is accessible and respectful.
• We do not discriminate, directly or indirectly, in any aspect of our work.
• We listen to individual needs and make reasonable adjustments where we can.
• We challenge unfair treatment if we see it.

Dignity and respect

We believe that everyone deserves to feel safe, valued and heard. We aim to create a warm, inclusive environment for our clients, their families and anyone we work alongside.

Last reviewed: July 2026.

Standing against modern slavery

Nomad Home Lifestyle is committed to acting ethically and with integrity in all our business dealings and relationships. We expect the same standards from everyone who works with us or on our behalf.

Policy statement

This policy applies to all persons working for Nomad Home Lifestyle or on our behalf in any capacity, including employees at all levels, officers, agency workers, seconded workers, volunteers, agents, contractors and suppliers. Nomad Home Lifestyle strictly prohibits the use of slavery and human trafficking in our business. We have and will continue to be committed to implementing systems and controls aimed at ensuring that modern slavery is not taking place anywhere within our organisation or in any of our supply chains. We expect that our suppliers will hold their own suppliers to the same high standards.

Modern slavery and human trafficking

Modern slavery is a term used to encompass slavery, servitude, forced and compulsory labour, bonded and child labour and human trafficking. Human trafficking is where a person arranges or facilitates the travel of another person with a view to that person being exploited. Modern slavery is a crime and a violation of fundamental human rights.

Commitments

We expect everyone working with us or on our behalf to support and uphold the following measures to safeguard against modern slavery:

• We have a zero-tolerance approach to modern slavery in our organisation and our supply chains.
• The prevention, detection and reporting of modern slavery in any part of our organisation or supply chain is the responsibility of all those working for us or on our behalf. Workers must not engage in, facilitate, or fail to report any activity that might lead to, or suggest, a breach of this policy.
• We are committed to engaging with our stakeholders and suppliers to address the risk of modern slavery in our business.
• We take a risk-based approach to our contracting processes and keep them under review. We assess whether the circumstances warrant the inclusion of specific prohibitions against the use of modern slavery and trafficked labour in our contracts with third parties.
• Using our risk-based approach, we will also assess the merits of writing to suppliers requiring them to comply with our Anti-Slavery Policy, which sets out the minimum standards required to combat modern slavery and trafficking.
• Consistent with our risk-based approach we may require:
  • Employment and recruitment agencies and other third parties supplying workers to our organisation to confirm their compliance with our Policy.
  • Suppliers engaging workers through a third party to obtain that third party’s agreement to adhere to the Policy.
• As part of our ongoing risk assessment and due diligence processes, we will consider whether circumstances warrant us carrying out audits of suppliers for their compliance with our Policy.
• If we find that other individuals or organisations working on our behalf have breached this policy, we will ensure that we take appropriate action. This may range from considering the possibility of breaches being remediated and whether that might represent the best outcome for those individuals impacted by the breach to terminating such relationships.

Last reviewed: July 2026.