Purpose
This code sets out the standards of behaviour Bubble Fresh (Bubblefresh Limited, company number 12691029) expects of everyone who works for or on behalf of us. We work in people's homes during some of the most difficult periods of their lives. How we conduct ourselves matters. This code supports our duties under the Care Act 2014 to safeguard adults at risk and to promote their wellbeing. It also reflects the standards expected by our council partners, including Northamptonshire Council, Milton Keynes Council, Norfolk County Council, and Norwich City Council.
Scope
This code applies to all Bubble Fresh employees, agency workers, contractors, and anyone carrying out work on our behalf. It applies at all times while you are on duty, travelling to or from a job in a company vehicle, or representing Bubble Fresh in any setting. It covers your conduct towards clients, colleagues, council partners, and members of the public. This code should be read alongside our Professional Boundaries Policy, Safeguarding Policy, Health and Safety Policy, and Anti-Bribery and Corruption Policy.
What you can expect
If you are a client, you can expect our team to be honest, respectful, and compassionate. We will explain what we are doing and why. We will follow your wishes regarding your belongings wherever it is safe to do so. We will show you our photographic identification on arrival. We will not judge you or your circumstances. If you have a concern about the conduct of any team member, call us on 01933 213045 or email ithynymsfdieosiaqz@bdstuxrsbxsybiavlhrveyfhfcxrrhdcerpssagqhkbn.cticnzfoaok.mcfuudfkpuc. You can also write to us at Bubblefresh Limited, 6 Carnegie Street, Rushden, Northamptonshire, NN10 9SN. If you use Relay UK, call 18001 then 01933 213045.
Professional behaviour
All employees must act with honesty, integrity, and respect at all times. We treat every person we encounter, including clients, colleagues, council partners, and members of the public, with dignity. We do not judge, criticise, or make assumptions about the circumstances we find. We speak about clients respectfully at all times, including when they are not present. We follow lawful and reasonable management instructions. We raise concerns through the proper channels, including our Whistleblowing Policy where appropriate. Do not visit a client's property for personal reasons. Do not bring family members, friends, or other personal visitors to a job.
Client interactions
We approach every job with compassion and without judgement. We follow the client's wishes regarding their belongings wherever it is safe to do so. We explain what we are doing and why. We ask before moving items and check before disposing of anything. We never discuss one client's situation with another client or with anyone outside the team who does not need to know. We do not express opinions about a client's lifestyle or living conditions. If a client is present during the work, we communicate clearly and check in with them at reasonable intervals. If neighbours or members of the public ask what you are doing at the property, give only a general answer such as 'we are a cleaning company.' Do not share any details about the client or the nature of the work.
If a client is distressed
If a client becomes upset, anxious, or distressed during a job, stop what you are doing and give them your full attention. Speak calmly, listen without judgement, and ask how they would like you to proceed. Offer to pause the work or to step out of the room if they need a moment. Do not pressure the client to continue if they are not comfortable. Contact the team leader if the client remains distressed or if you are unsure how to proceed. If you believe the client may be at risk of harm to themselves or others, follow the reporting procedure in our Safeguarding Policy immediately. Record the situation in your job notes.
Arriving and leaving procedures
Arrive on time or notify the client and office if you will be late. On arrival, knock or ring the bell and wait. Never let yourself in, even if a key has been provided, without first knocking and announcing yourself. Show your photographic identification badge to the client or anyone who answers the door. Confirm what work you are there to do. Do not leave the property unattended with doors unlocked during a job. If you need to leave the property temporarily, such as to load a vehicle, secure all entry points. On leaving, walk through the completed work with the client if they are present. Make sure the property is secure. Lock doors and close windows as you found them unless the client asks otherwise. Return all keys to the agreed location or person. Report your departure to the office in line with our check-in procedures. If the client is not at home on arrival, contact the office before entering the property using any key-safe or key-holder arrangements.
Visitors and third parties on site
If someone you do not recognise arrives at the property while you are working, do not let them in unless the client confirms they are expected. If you are working alone and the client is not present, do not allow anyone to enter the property without authorisation from the office. If the visitor claims to be from a council, utility company, or emergency service, ask to see their identification and contact the office to confirm. If you feel threatened or unsafe, leave the property and call 999.
Use of client facilities
Do not use a client's kitchen, food, drinks, or personal items without their clear permission. If you need to use the toilet, ask the client first. Leave any facilities you use clean and as you found them. Do not use the client's washing machine, tumble dryer, or other appliances for personal purposes. If the property has no suitable toilet facilities, speak to the team leader about alternative arrangements before starting the job.
Phone and device use on site
Keep personal phone use to a minimum while on site. Do not make personal calls or use social media during working hours except during scheduled breaks and away from client areas. Work-related calls and messages are permitted where necessary for the job. Never take photographs or videos on a personal device at a client's property. All photography and recording on site must follow our Body-Worn Camera Policy and be carried out using company equipment only. If a client asks you to take a photograph for them, politely explain that company policy does not allow this and suggest they ask someone else.
Confidentiality
All information about clients, their homes, and the services we provide is strictly confidential. This includes verbal information shared during conversations, written records, photographs, and body-worn camera footage (see our Body-Worn Camera Policy). Never share confidential information with unauthorised individuals, including family members, neighbours, or other professionals, unless the person has given consent or there is a safeguarding concern. Do not discuss clients or jobs in public places, on social media, or anywhere you could be overheard. If a neighbour or passer-by asks about a client or the work, do not share any details. Confidentiality continues after your employment with Bubble Fresh ends. For full details, see our Privacy Policy.
Property and belongings
We treat every client's home and belongings with care and respect. We do not remove any items without clear authorisation from the client, their representative, or the referring council. We follow client instructions regarding items to be kept, donated, or disposed of. Report any items of apparent value found during a job to the team leader and document them. If you accidentally damage any item or part of the property, report it to the team leader immediately and record it. Do not attempt to hide or minimise damage. Our insurance covers accidental damage, but only if it is reported promptly.
Discovery of illegal items or substances
If you discover items that appear to be illegal, such as controlled drugs, weapons, or stolen goods, do not touch or move them. Leave the area safely. Inform the team leader immediately. The team leader will contact the office, and we will notify the relevant authorities. Do not confront the client or anyone else about the items. Do not take photographs of the items on a personal device. Record what you saw, where, and when, and provide this to the team leader. Your safety comes first. If you feel at immediate risk, leave the property and call 999.
Gifts and tips
Do not accept money, tips, gifts, or items of value from clients. If a client offers you a gift, thank them politely and explain that our policy does not allow you to accept it. Report all offers to your manager. Modest gifts of token value up to £25, such as a box of chocolates or a thank-you card, may be accepted with manager approval but must be recorded in the gifts register. Never accept cash from a client under any circumstances. For full details, see our Anti-Bribery and Corruption Policy and Professional Boundaries Policy.
Dress and appearance
Wear your Bubble Fresh uniform and photographic identification badge at all times while on duty. ID badges include the employee's name, photograph, and confirmation that Disclosure and Barring Service (DBS) checks have been completed. Maintain a clean, professional appearance. Wear Personal Protective Equipment (PPE) as required by the risk assessment for each job, in line with our Health and Safety Policy. Remove PPE before entering shared or public areas unless doing so would create a risk. Do not wear your uniform in pubs, bars, or other licensed premises.
Vehicle conduct
If you drive a Bubble Fresh vehicle or use your own vehicle for work, drive safely and courteously at all times. Follow all road traffic laws. Do not use a handheld mobile phone while driving. Using a handheld phone while driving is a criminal offence under the Road Traffic Act 1988 (as amended). Park considerately and avoid blocking access for residents, emergency vehicles, or other road users. Keep company vehicles clean, tidy, and free from personal items. Report any damage, defects, or incidents involving a company vehicle to the office immediately. Do not carry unauthorised passengers in company vehicles. Smoking, vaping, and consuming alcohol are not permitted in any company vehicle.
Lone working conduct
If you are working alone at a client's property, follow the procedures set out in our Lone Working Policy at all times. This includes completing all check-in and check-out calls, keeping your phone charged and accessible, and leaving the property immediately if you feel unsafe. Never carry out tasks that the risk assessment has identified as unsuitable for lone working. If conditions on site differ from what was expected, contact the office before continuing.
Health and safety conduct
Follow all health and safety procedures, including risk assessments, manual handling techniques, and correct use of PPE. Report hazards, accidents, near misses, and unsafe conditions immediately using our incident reporting procedure. Never take shortcuts with safety. You have the right and the duty to stop work if you believe there is a serious and immediate risk to yourself or others. No one will face disciplinary action for stopping work on genuine safety grounds. For full details, see our Health and Safety Policy and Risk Assessment Policy.
Substance misuse and fitness for work
Do not attend work under the influence of alcohol or illegal drugs. The use of illegal substances on client premises or during working hours is strictly prohibited and will result in immediate disciplinary action. Smoking and vaping are not permitted inside a client's property or in company vehicles. Employees must inform management if they are taking prescription or over-the-counter medication that may affect their ability to work safely, for example strong painkillers or sedatives. Management will assess fitness for work and may adjust duties temporarily. If you are concerned about a colleague's fitness for work, report it to a manager. If you are struggling with substance misuse or a related issue, speak to your manager in confidence. We will support you to access help where we can.
Equality and respect
We do not tolerate discrimination, harassment, bullying, or victimisation of any kind. Treat everyone with equal respect regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. This applies to how you treat clients, colleagues, council staff, and members of the public. Offensive language, jokes, or behaviour are not acceptable. For full details, see our Equality and Diversity Policy.
Reporting concerns
If you witness or become aware of any breach of this code, report it to a manager as soon as possible. If the concern involves a manager, report it to the Director. For serious concerns, including fraud, theft, safeguarding failures, or criminal activity, you may also use our Whistleblowing Policy to report confidentially to ruawehfwpchoolqarcqrtbncqz@brgfuzpabcvwblzwlyljeargfuecrjhuejxwstzahmoa.cvdcdzworhh.sypuouukjsn or call 01933 213045. We protect staff from any penalty as a result of reporting concerns in good faith.
Consequences of breaching this code
We will investigate breaches of this code and may take disciplinary action, up to and including dismissal. We follow a fair process in line with the ACAS Code of Practice on Disciplinary and Grievance Procedures (2015). Employment tribunals take the ACAS Code into account when deciding relevant cases. An unreasonable failure to follow the Code can result in an adjustment of any award by up to 25 per cent. This is set out in Section 207A of the Trade Union and Labour Relations (Consolidation) Act 1992. Employees have the right to be accompanied at any formal disciplinary hearing. They may bring a trade union representative or a work colleague, under Section 10 of the Employment Relations Act 1999. Examples of misconduct include dishonesty, breach of confidentiality, failure to follow safeguarding or health and safety procedures, discrimination or harassment, and substance misuse on duty. These may lead to disciplinary action. Gross misconduct may lead to summary dismissal. Examples include theft from a client or their property, physical violence or abuse, being under the influence of alcohol or illegal drugs while on duty, and serious safeguarding failures. We may report serious breaches to the relevant authorities. These include the police, the Disclosure and Barring Service (DBS), the referring council, or other regulatory bodies.
Related policies
This code should be read alongside our Professional Boundaries Policy, Safeguarding Policy, Health and Safety Policy, Risk Assessment Policy, Lone Working Policy, and Body-Worn Camera Policy. You should also refer to our Privacy Policy, Equality and Diversity Policy, Anti-Bribery and Corruption Policy, Whistleblowing Policy, and Training and Development Policy.
Changes to this code
We may update this code from time to time to reflect changes in legislation, guidance, or best practice. Where we make material changes, we will notify all affected parties in writing and provide an updated copy before the changes take effect. The current version of this code is always available from management and on our website.
Contact
If you have questions about this code or need to report a concern, you can reach us in several ways. Phone: 01933 213045. Email: igrunylnfhmqolpeqz@budvuntkbbznbzuyllqvegosfyymrooqeoqksprchnnu.ykncvzbosac.okluzxnkwcf. Post: Bubblefresh Limited, 6 Carnegie Street, Rushden, Northamptonshire, NN10 9SN. If you use Relay UK, call 18001 then 01933 213045.
Review
The Director, Lance James, reviews this code annually. All employees acknowledge and sign this code as part of their induction. Any material changes are communicated to all staff in writing. Last reviewed: February 2026. Next review due: February 2027.
© 2026 Bubble Fresh. This policy is protected by copyright (Copyright, Designs and Patents Act 1988) and may not be copied, reproduced, or redistributed without our written permission. See our Terms of Use.