Purpose
This policy sets out the standards of professional conduct that Bubble Fresh (Bubblefresh Limited, company number 12691029) expects of all employees, contractors, and anyone working on our behalf. Our work takes us into people's homes during difficult and often distressing periods of their lives. Clear professional boundaries protect both our clients and our team. This policy supports our duties under the Care Act 2014 to safeguard adults at risk and to promote their wellbeing. It also reflects the expectations of our council partners and the local Safeguarding Adults Boards in the areas where we work.
Scope
This policy applies to all Bubble Fresh employees, contractors, agency workers, and volunteers. It covers all interactions with clients, their family members, carers, and anyone present at a client's property during our work. It applies during working hours, on client premises, while travelling to and from jobs, and in any situation where you are representing Bubble Fresh. The standards in this policy apply equally whether you are working alone or as part of a team. If you encounter a client outside of work (for example, in a shop or in the street), keep the interaction brief and professional and do not discuss their service.
Why boundaries matter
Many of the people we work with are in vulnerable situations. They may be isolated, unwell, grieving, or under significant stress. Some may have mental health conditions, learning disabilities, or cognitive impairments. In these circumstances, the relationship between our team and the client involves an imbalance of power. We are entering someone's private space, often when they are at their most vulnerable. Professional boundaries make sure that our relationship with clients stays appropriate, supportive, and focused on the service we are there to provide. Crossing boundaries, even with good intentions, can cause harm.
Understanding power dynamics
When we work with vulnerable adults, there is an inherent power imbalance. Our team members are in a position of trust. The client may depend on our service, feel embarrassed about their living situation, or worry about being judged. They may not feel able to refuse a request, assert their own boundaries, or complain about our behaviour. This means the responsibility for maintaining professional boundaries always rests with the team member, not the client. Even well-meaning actions can feel coercive or intrusive when there is a power imbalance. All team members must be aware of this dynamic and take care not to exploit it, whether intentionally or unintentionally. If you are unsure whether an action could be seen as overstepping a boundary, speak to your manager before acting. We would always rather you asked than guessed.
What you can expect from our team
If you are a client, you can expect our team to be professional, respectful, and compassionate at all times. Our team will never ask you for money, gifts, or personal contact details. They will not visit your property outside of scheduled work. They will explain what they are doing and why. They will respect your decisions about your home and your belongings. If something concerns you about the behaviour of any team member, you have the right to raise it and we will take it seriously.
Expected conduct
All employees must maintain a professional, respectful, and compassionate approach at all times. Do not share your personal contact details (phone numbers, personal email addresses, social media accounts, or home address) with clients or their family members. Do not visit a client's property outside of scheduled work. Conduct all interactions in a way that upholds the dignity and autonomy of the client. Use respectful language at all times. Do not make comments about a client's living conditions, lifestyle, or personal circumstances that could be perceived as judgemental. Where body-worn cameras are in use, be aware that interactions are recorded in accordance with our Body-Worn Camera Policy.
Financial boundaries
Financial or material abuse is one of the ten categories of abuse defined in the Care Act 2014 statutory guidance. We take financial boundaries very seriously. Never accept money from clients, whether offered as a tip, a gift, or payment for additional work. Never lend money to or borrow money from a client. Do not enter into any financial arrangement with a client or their family members. Do not agree to buy items on behalf of a client or sell items to a client. Do not use a client's bank card, PIN, or online accounts for any reason. Do not accept items from a client's property, even items the client says they want to give away. If a client asks you to handle money or make a purchase, explain that this is outside the scope of our service and report the request to your manager. All financial boundary concerns are recorded and, where relevant, reported to our Designated Safeguarding Lead in line with our Safeguarding Policy.
Gifts and hospitality
Do not accept gifts, money, or items of value from clients or their family members. If a client offers a gift, thank them for the thought and politely explain that you are not able to accept it. Report all offers of gifts to your manager, whether accepted or declined. We understand that some clients may wish to show appreciation. However, accepting gifts from people in vulnerable situations creates a risk of perceived obligation, dependency, or financial abuse. Modest refreshments (such as a cup of tea offered during a visit) may be accepted where refusal would cause offence, but this should be the exception rather than the rule. Where a client persistently offers gifts, management will discuss the situation sensitively to protect both the client and the team member. All gift offers are recorded in a gifts register maintained by management and available for inspection by our council partners. If a gift is found to have been accepted in breach of this policy, the team member must return it (where possible) and the matter will be investigated. This approach is consistent with our Anti-Bribery and Corruption Policy.
Personal relationships
Do not form personal, romantic, or sexual relationships with clients or their family members. This applies during the period we are providing services and for at least six months afterwards, recognising that the power imbalance does not end when the job is complete. If you have a pre-existing personal relationship with a client, tell management immediately so that we can make alternative arrangements. Do not give or accept personal invitations from clients. Do not attend social events at a client's invitation in a personal capacity. Do not offer employment or work to a client. These rules also apply where the client is not present but their family members or carers are.
Social media and online contact
Do not connect with clients or their family members on social media platforms, messaging apps, or any other online service. Do not post any information about clients, their homes, the condition of properties, or the services we provide on personal social media accounts. This includes text, photographs, and videos. Even posts that do not name a client could identify them to others. Breaching client confidentiality on social media is a serious matter and may result in disciplinary action and a referral to the Information Commissioner's Office (ICO) under the UK General Data Protection Regulation (UK GDPR). See also our Privacy Policy and Code of Conduct.
Photography and recording
Do not take photographs, videos, or audio recordings on your personal device at any client's property. This includes photographs of the property, its contents, the client, or any other person present. Where photographs are needed for work purposes (such as documenting the condition of a property before and after a job), use only company-approved devices and follow the procedures set out in our Body-Worn Camera Policy and Privacy Policy. Never share work photographs or recordings outside of authorised Bubble Fresh channels. Any team member found to have taken or shared unauthorised photographs or recordings will face disciplinary action. If a client, family member, or other person attempts to record you while you are working, you may politely ask them to stop. If they continue and you feel uncomfortable, contact your manager for guidance. You are not required to remain in a situation where you are being recorded without your consent.
Property access and keys
Only enter a client's property at the agreed time and for the agreed purpose. If you arrive and the client is not expecting you, do not enter without confirming the arrangement through the office. Where we hold keys to a client's property, follow the key management procedures set by the office. Sign keys in and out. Never copy a client's keys. Never give a client's keys to anyone not authorised by the office. Return keys promptly once the job is complete. Report any lost or missing keys immediately to your manager and to the client. Key management records are maintained by the office and available for audit by our council partners.
Entering properties and lone working
Where you are working alone at a client's property, follow the procedures in our Lone Working Policy, including check-in procedures and emergency contacts. If a client behaves in a way that makes you feel uncomfortable or unsafe, you have the right to leave the property and report the situation to your manager. You will not face any penalty for doing so. Where possible, we schedule two team members for jobs involving clients with complex needs or known risks. If you arrive at a property and find a client in a state of undress or medical distress, leave the room immediately, call your manager, and if the client needs urgent medical help, call 999. Do not attempt to provide personal care. Personal care is outside the scope of our service.
Transporting clients
Do not transport clients in your personal vehicle or in a Bubble Fresh vehicle unless this has been specifically authorised by management and covered by our insurance. Our service is cleaning and clearance, not transport. If a client asks for a lift, explain politely that this is outside the scope of our service and suggest they contact their support worker, a family member, or a community transport service. In a medical emergency, call 999 and wait for the ambulance service. Do not drive a client to hospital yourself.
Professional communication
Communicate with clients only through Bubble Fresh channels (company phone numbers and company email addresses). Do not give clients your personal phone number or personal email address. Do not contact clients outside of working hours unless specifically authorised by management for operational reasons. Keep all communication professional, relevant to the service, and respectful.
Confidentiality
Do not discuss one client's situation with another client or with anyone who does not need to know. Do not discuss the details of a job in public places where you might be overheard. Treat everything you see and hear at a client's property as confidential. This obligation continues after you leave Bubble Fresh. Unauthorised disclosure of personal data may be a criminal offence under Section 170 of the Data Protection Act 2018. Where you need to share information for safeguarding reasons, follow the procedures in our Safeguarding Policy and Privacy Policy.
Training
All employees receive professional boundaries training as part of their induction. This includes the principles of this policy, recognising power dynamics, maintaining appropriate relationships, and understanding why boundaries protect everyone. We provide refresher training annually. Professional boundaries training forms part of the minimum 20 hours of annual training each employee receives (see our Training and Development Policy for details). Managers receive additional training on identifying and responding to boundary concerns.
Support for staff
We recognise that maintaining professional boundaries in emotionally demanding work can be difficult. If you are finding it hard to manage the emotional impact of a job, or if a client's situation is affecting you, talk to your manager. We provide regular supervision where boundary and wellbeing issues can be discussed in confidence. We will not judge you for finding the work difficult. Seeking support is a sign of professionalism, not weakness.
Reporting boundary concerns
Report any breach of professional boundaries, whether by a colleague or by a client, immediately to a manager. This includes situations where you feel a boundary has been crossed, even if you are not sure it amounts to a formal breach. Failure to report a known or suspected breach is itself a disciplinary matter. We treat all reports confidentially and investigate promptly. We protect anyone who reports a concern in good faith from any penalty. Breaches of this policy may result in disciplinary action, up to and including dismissal, following a fair process in line with the ACAS Code of Practice on Disciplinary and Grievance Procedures (2015). Employees have the right to be accompanied at any formal disciplinary hearing by a trade union representative or a work colleague, in accordance with Section 10 of the Employment Relations Act 1999. Serious breaches, including those that involve safeguarding concerns, will be reported to the Designated Safeguarding Lead and, where relevant, to the local authority safeguarding team and the Disclosure and Barring Service (DBS). For serious concerns, you may also use our Whistleblowing Policy to report confidentially to rlaoevjrpmpkopqwrhrrtrhlqz@bjhjubntbibobpvglnrmedycfwckrtodeztcsznihpno.qrccawyovpr.cbaudvmkrla.
If you are a client
If you are a client and something about the behaviour of a Bubble Fresh team member concerns you, please tell us. You can call us on 01933 213045, email us at rirrexnfpwvuolzvrcwatlquqz@bavaufaobrhvbbexlnwgewvsfksxrnfveucqscnrhusp.fbccteyozir.nbnubqckosl, or write to Bubblefresh Limited, 6 Carnegie Street, Rushden, Northamptonshire, NN10 9SN. If you use Relay UK, call 18001 then 01933 213045. You can also raise a concern through our Complaints Procedure. We will listen to you and we will act. You will not lose your service because you raise a concern.
Related policies
This policy should be read alongside our Safeguarding Policy, Code of Conduct, Body-Worn Camera Policy, Lone Working Policy, Anti-Bribery and Corruption Policy, Whistleblowing Policy, Privacy Policy, Equality and Diversity Policy, Incident Reporting Policy, Complaints Procedure, and Training and Development Policy.
Changes to this policy
We may update this policy from time to time to reflect changes in legislation, guidance, or best practice. Where we make material changes, we will notify all affected parties, including employees, council partners, and clients where relevant, and ensure all employees are briefed on the changes before they take effect.
Review
The Director, Lance James, reviews this policy annually. 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.