Connect to Support Hillingdon
Please review and correct the information below.

Code of Conduct for providers of goods and services in the Connect to Support Hillingdon electronic market place:

All providers wishing to hold a store in Connect to Support Hillingdon will need to sign up to and uphold the Code of Conduct, this forms part of the registration processes. The provider should not under any circumstances consider, or promote, this to be an endorsement by the local authority of:

  1. the service provider,
  2. or, the services/products advertised

Under no circumstances should the provider refer to, use, or rely upon this code of conduct in advertising selling and promoting services/products etc.

Under no circumstance will Hillingdon County Council or Shop4Support be liable or responsible for loss or damage of any kind other than liability which cannot be excluded or limited under applicable law.

Providers will:

  1. ensure that material displayed within their store on the site is accurate and reliable.
  2. ensure all services/products are legal and fit for purpose.
  3. ensure that they comply with all relevant requirements imposed by Civil and Criminal legislation relating to the sale and supply of goods and services.
  4. ensure they treat customers fairly at all times.
  5. ensure that customers are not treated in a discriminatory way. Customers must be treated equally and in a polite and courteous manner, regardless of age, disability, HIV status, marital status, race, religion, gender, sexual orientation, national origin or ethnicity.
  6. make their initial response to enquiries in the E-Market Place within one working day.
  7. ensure all staff are appropriately qualified to relevant professional standards.
  8. ensure safe working practices so as to avoid placing staff, volunteers, customers or any other person at risk of injury.
  9. follow any relevant safe working procedures published by manufacturers of equipment, the Health and Safety Executive or as part of industry standard guidelines.
  10. complete their own checks to ensure staff and volunteers are appropriate to deliver services. Where staff or volunteers are in direct contact with vulnerable adults, checks will be made with the Disclosure and Barring Service (DBS), and appropriate action taken, to ensure the safety of customers.
  11. recognise that some customers will be vulnerable due to their age, mental and/or physical condition or need expertise, more information and support to determine what goods or services are suitable for their needs. Such customers may take longer to reach appropriate decisions and providers will ensure that they are given sufficient time for this.
  12. ensure that customers have a complete and clear indication of price, or how the price will be calculated before purchase; and providers will ensure that no undue pressure is placed on the customer to reach a decision to purchase.
  13. abide by the values and ethical principles that underpin Self- Directed Support (as shown on the Shop4Support site "Ethical Values".
  14. ensure they operate within the Shop4Support "Terms and Conditions"


  1. Services under the Health and Social Care Act 2012 are regulated by the Care Quality Commission (CQC) and will be subject to adherence to regulatory framework.
  2. Commercial providers will have public liability indemnity insurance of no less than £10 million.
  3. Voluntary groups will have public liability indemnity insurance of no less than £5million.
  4. Providers may also wish to indicate compliance with other schemes, kite marks, registered industry standards etc including (but not limited to):
    • Under Contract to Hillingdon Council
    • CQC Registered
    • Social Care Commitment
    • Dementia Friendly

Hillingdon council and Connect to Support Hillingdon retain the right to suspend and/or remove providers from the Electronic Market Place.

While every care has been taken in the compilation of the information on this website, neither Hillingdon Council or PCG Care Solutions will be held responsible for any loss, damage or inconvenience caused as a result of using the site and any inaccuracies/errors within these pages.

If you choose to purchase services via the Marketplace, you are advised to refer to the Buyers Guide prior to making a purchase, as well as making your own enquiries and seeking independent advice. This is applicable to Adult services only, as there is no Marketplace for Children's services.