Nova-Star Care Contractor Code of Conduct for Residents

Introduction

At Nova-Star Care, we are committed to providing safe, high-quality homes and respectful services for all our residents. This Contractor Code of Conduct sets out the standards that all contractors, subcontractors, and their representatives must follow when working in or around Nova-Star Care properties.

This Code ensures that all works are carried out with respect for residents, their homes, and their privacy. It also promotes professionalism, safeguarding, and equality in every interaction between contractors and residents.

Who This Code Applies To

This Code applies to all individuals and companies working for or on behalf of Nova-Star Care, including but not limited to:

Electricians, plumbers, gas engineers, decorators, and maintenance staff
Cleaning and environmental contractors
IT and security system contractors
Property management and compliance contractors
Support, inspection, or survey staff
Subcontractors and consultants

Our Commitment to Residents

Nova-Star Care expects every contractor to:

Treat all residents with courtesy, respect, and dignity at all times.
Work safely and professionally within residents’ homes.
Keep disruption to a minimum and communicate clearly about any work being carried out.
Protect residents’ privacy and belongings.
Comply with all safeguarding, health and safety, and data protection legislation.

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Identification and Access

All contractors must carry a valid Nova-Star Care ID badge or lanyard and show it upon arrival.
Contractors must only enter a property with prior permission from the resident and Nova-Star Care.
Unannounced visits are not permitted unless in an emergency (e.g. gas leak, fire risk, major water leak).
Residents have the right to ask to see identification before granting access.

Respect and Professional Behaviour

Contractors must:

Maintain a polite, calm, and respectful manner at all times.
Avoid loud conversations, offensive language, or inappropriate comments.
Respect cultural, religious, and personal beliefs.
Never smoke, vape, or consume food or drink in residents’ homes.
Not use residents’ facilities (e.g. bathrooms, kitchens, telephones) without permission.
Keep mobile phone use strictly professional while in the property.

Safeguarding and Privacy

Nova-Star Care has a zero-tolerance approach to any form of harassment, abuse, or discrimination.

Contractors must:

Never make personal remarks, gestures, or inappropriate contact with residents.
Immediately report any safeguarding concerns or observed abuse to the Nova-Star Care Designated Safeguarding Lead.
Never take photographs or video recordings inside properties without explicit written consent.
Keep all resident information confidential and comply with UK GDPR and the Data Protection Act 2018.

Safety in the Home

Contractors are expected to maintain a safe working environment and to:

Follow all Health and Safety at Work etc. Act 1974 requirements.
Use appropriate Personal Protective Equipment (PPE).
Ensure tools and materials are safely stored at all times.
Avoid creating trip or fire hazards.
Report any identified hazards, including damp, mould, or electrical issues, to Nova-Star Care immediately.ed hazards, including damp, mould, or electrical issues, to Nova-Star Care immediately.

Communication and Courtesy

Contractors must explain to residents what work will be done and how long it will take.
If work causes noise, dust, or disruption, residents must be informed in advance.
Contractors must clear all debris and leave areas clean and tidy upon completion.
If delays occur, the contractor must update Nova-Star Care immediately so residents can be informed.

Damage, Disruption, and Waste

Contractors are responsible for repairing or reporting any accidental damage caused during work.
All waste materials must be disposed of safely and legally.
Contractors must ensure minimal disturbance to neighbouring properties.

Equality and Diversity

Nova-Star Care celebrates diversity and is committed to equality of opportunity.
Contractors must comply with the Equality Act 2010, ensuring no resident or colleague is treated unfairly on the grounds of race, gender, age, religion, disability, sexual orientation, or any other protected characteristic.

Modern Slavery and Ethical Conduct

Nova-Star Care is committed to preventing modern slavery and exploitation in all forms.
All contractors must comply with the Modern Slavery Act 2015 and declare that neither they nor their supply chain engage in forced labour, child labour, or human trafficking.

Nova-Star Care may terminate contracts immediately if a breach of this commitment is identified.

Reporting Concerns or Complaints

If a resident believes a contractor has breached this Code of Conduct, they can raise a complaint by contacting:
Email: nova-star@complaints.co.uk

Nova-Star Care will investigate all complaints fairly and transparently in line with the Complaints Policy and the Housing Ombudsman’s Complaint Handling Code.