Terms of Engagement

resilient roots 

Care. Benefits. Coordination. 

Terms of Engagement 

Version 1.0 · June 2026 · Resilient Roots Services Ltd · ICO registration ZC170832 

 

IMPORTANT: PLEASE READ THESE TERMS CAREFULLY BEFORE SIGNING. These Terms of Engagement form a legally binding contract between you and Resilient Roots Services Ltd. If there is anything you do not understand, please contact us before signing. You are entitled to seek independent legal advice. We will not begin work until a signed copy has been returned to us and the deposit invoice has been paid.

 

Part A: The Parties 

Term  Detail
We / Us / The Company Resilient Roots Services Ltd, a company incorporated in England and Wales. Registered address: 28a Grange Street, Clifton, Shefford, Bedfordshire, SG17 5EW. Company number: 17239772.
You / The 

Client

 The person or persons named on the front page of this agreement who have engaged us to provide services.
The Service 

Recipient

 The older person on whose behalf services are being provided, where this is a different person from the Client. Where the Service Recipient and the Client are the same person, all references to both apply to that individual.
Your Named 

Contact

 The individual founder of Resilient Roots Services Ltd named on the front page as your point of contact for this engagement.

 

Resilient Roots Services Ltd is a care navigation and benefits assistance service. We are not a law firm, a regulated financial adviser, a care provider, or a healthcare provider. The nature and limits of our service are described in Part B. 

Part B: The Service 

  1. What We Do 

 

 

Package  Fee  What is included
Package 1 — Navigate  £350  An initial assessment conversation with you and the Service Recipient. A written plan identifying benefit entitlements, support services, and recommended next steps. Does not include completion of any application. 
Package 2 — Apply £700  Everything in Package 1, plus hands-on completion of one or more benefit applications on behalf of the Service Recipient. Commonly includes Attendance Allowance, Pension Credit, Housing Benefit, Council Tax Reduction, or a Care Act needs assessment referral. We complete the forms; you provide the information and evidence. 
Package 3 — Coordinate £1,400  Everything in Packages 1 and 2, plus active coordination of care services: identifying suitable home care providers, assistive technology, or support services; making initial arrangements on your behalf; and a four-week check-in. 

 

  1. What Is Not Included 
  • Appealing a refused or reduced benefit decision. If you wish us to assist with an appeal, this will be scoped and priced separately before work begins.
  • Ongoing case management beyond the four-week check-in in Package 3.
  • Training in the use of assistive technology or care equipment arranged under Package 3. •Regulated financial advice, regulated legal advice, or medical advice of any kind.
  • Acting as a care provider or employing care workers directly on your behalf.
  • Managing the finances, investments, or assets of the Service Recipient.
  • Attending court, tribunal, or other formal proceedings.
  • Any service not described in your selected package, unless agreed in writing.

 

 

 

3. What We Are Not 

We are  We are not
A professional care navigation and benefits assistance service A regulated financial adviser under the Financial Services and Markets Act 2000
Practitioners with professional experience in social care, health, and community services A firm of solicitors or a provider of regulated legal advice
Independent: not affiliated with any care provider, insurer, or financial product A care provider or care agency regulated by the Care Quality Commission
A single point of contact for families navigating the care system A medical or clinical service of any kind
Advocates who will represent your interests with local authorities, benefit authorities, and care providers Guarantors of any specific outcome, award, or decision by any third party

 

  1. Your Named Contact 

You will have one named founder throughout this engagement. That person is identified on the front page. In the event of temporary unavailability, one of the other two founders will cover and you will be notified. All client cases are handled by one of the three founders of Resilient Roots Services Ltd directly. 

Part C: Fees and Payment 

  1. Fees 

The fee for the selected package is set out on the front page and in the table in clause 1. The fee is fixed for the scope described. It is not contingent on the outcome of any benefit application or decision by a third party. 

IMPORTANT: Our fee is payable regardless of the outcome of any benefit application we submit on your behalf. We make no guarantee that any application will be successful. Benefit decisions are made by the Department for Work and Pensions, your local authority, or another body and are entirely outside our control.

 

We are not currently registered for VAT as our turnover is below the registration threshold. If we become required to register, we will give you at least 30 days’ notice before adding VAT to any invoice. 

  1. Payment Terms 
  • A deposit of 50% of the total package fee is due before we begin any work. We will issue a deposit invoice upon signing.
  • The remaining 50% is due upon completion of the service. For Package 1, completion is delivery of the written plan. For Package 2, completion is submission of the final benefit application. For Package 3, completion is the four-week check-in.
  • Payment is by bank transfer to the Resilient Roots Services Ltd business account. Details are on each invoice.
  • Invoices are due within 14 days of issue.
  • If payment is not received within 14 days, we reserve the right to pause work on your case with written notice.
  • Late payment interest may be applied at the rate under the Late Payment of Commercial Debts (Interest) Act 1998 (8% above Bank of England base rate) after a written reminder.
  1. Additional Costs 
  • Third-party costs for care providers, assistive technology, or support services arranged under Package 3. We will confirm costs before making any arrangement.
  • In-person home visit travel costs where agreed in advance.
  • The cost of obtaining medical evidence, GP letters, or other third-party documents in support of a benefit application.

 

Part D: Our Responsibilities and Yours 

  1. Our Responsibilities 

We will: 

  • Carry out the service with reasonable skill and care, to the standard expected of a competent care navigation and benefits assistance practitioner.
  • Assign one named founder to your case and maintain continuity throughout.
  • Communicate promptly and keep you informed of progress.
  • Be honest about what we can and cannot do, including when additional professional advice is needed.
  • Handle your personal information in accordance with our Privacy Notice, available at resilientroots.co.uk.
  • Maintain current Standard DBS checks with a check of the Adults Barred List for all three founders throughout the engagement.
  • Maintain Professional Indemnity Insurance of not less than £1,000,000 throughout the engagement.
  • Act in accordance with our Safeguarding Policy at all times.
  • Refer any concern about the safety or welfare of the Service Recipient to the local council’s adult safeguarding team in accordance with our duties under the Care Act 2014, even where this is not requested.
  1. Your Responsibilities 

You agree to: 

  • Provide accurate, complete, and timely information about the Service Recipient’s circumstances, health, financial position, and care needs.
  • Obtain the informed consent of the Service Recipient before sharing their personal information with us, unless they lack mental capacity, in which case you confirm you are acting in their best interests within any legal authority you hold.
  • Tell us promptly if the Service Recipient’s circumstances change materially.
  • Provide supporting documents and information we request within a reasonable time.
  • •Review and approve any benefit application or formal document before submission.
  • •  Pay our invoices in accordance with Part C. 
  1. Lasting Power of Attorney 

If you are acting as an attorney under a registered LPA for the Service Recipient, you confirm that the LPA is registered with the Office of the Public Guardian, is valid and in force, and that you are acting within the scope of the authority granted and in the Service Recipient’s best interests as required by the Mental Capacity Act 2005. You will provide us with a copy or allow us to sight the LPA before we take any action relying on your attorney authority. 

 

Part E: Outcomes, Liability, and Disputes 

  1. No Guarantee of Outcomes 

We make no guarantee that any benefit application will be successful, that any specific award will be made, or that any particular outcome will result from our work. Benefit decisions are made by DWP, local authorities, and other government bodies and are entirely outside our control. 

What we guarantee is that we will carry out the service with the skill and care described in these terms, using accurate and up-to-date knowledge of benefit entitlements and the social care system. 

  1. Unsuccessful Applications 
  • Our fee remains due and payable in full regardless of the outcome of a benefit application.
  • We will explain the reason for any adverse decision as given by the benefit authority.
  • We will advise you on whether there are grounds for a mandatory reconsideration or appeal.
  • Assistance with a mandatory reconsideration or appeal is outside the scope of the original package fee and will be scoped and priced separately.
  1. Our Liability to You 
  • Our total liability arising out of or in connection with this engagement is limited to the total fees paid by you under this agreement.
  • We are not liable for loss of benefit income, loss of care provision, or any consequential or indirect loss arising from our services or from any benefit decision by a third party.
  • We are not liable for loss arising from inaccurate or incomplete information provided to us by you or by a third party.
  • We are not liable for loss arising from delays caused by third parties including benefit authorities, local authorities, or care providers.
  • Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation.

We hold Professional Indemnity Insurance of not less than £1,000,000 per claim. Evidence of insurance is available on request. 

  1. Complaints 

If you are dissatisfied with any aspect of our service: 

  • Raise your concern with your Named Contact by email or telephone in the first instance.
  • If unresolved within five working days, escalate in writing to any of the three founders at info@resilientroots.co.uk or 28a Grange Street, Clifton, Shefford, Bedfordshire, SG17 5EW.
  • We will acknowledge within five working days and provide a full written response within 28 days.
  • If you remain dissatisfied, you may seek independent mediation or legal advice.

Part F: Personal Data, Confidentiality, and Safeguarding 

  1. Personal Data 

By signing these terms, you consent to us collecting and processing personal information about you and the Service Recipient for the purposes of delivering this service. This processing is set out in full in our Privacy Notice at resilientroots.co.uk. 

We are registered with the Information Commissioner’s Office as a data controller. Our registration number is ZC170832. Our Privacy Notice was provided to you before engagement and is available at resilientroots.co.uk. 

  1. Confidentiality 

We treat all information about you and the Service Recipient as strictly confidential. We will not disclose it to any third party except to relevant benefit authorities, local authorities, care providers, or other organisations as necessary to deliver the service and with your prior consent; to our accountant, legal advisers, or insurers for legitimate business purposes; or where required by law. 

  1. Safeguarding 

Where, in the course of this engagement, we form a view that the Service Recipient may be at risk of abuse, neglect, financial exploitation, or self-neglect, we will consult our named Safeguarding Lead and make a  safeguarding referral will be made to the client’s local council Adult Social Care team.

During office hours: Contact the client’s local council Adult Social Care team via their published safeguarding referral telephone number.

Out of hours (evenings, weekends, and bank holidays): Contact the client’s local council emergency duty team using their out-of-hours safeguarding contact number.

Alternatively, referrals can be made using the client’s local council’s online safeguarding referral form or designated Adult Social Care email address, where available.

Part G: General Terms 

  1. Starting and Ending the Engagement 

This agreement begins when both parties have signed it and the deposit invoice has been paid. 

If you end the engagement before completion, you will pay for all work carried out to that date on a pro-rata basis. If we end the engagement, we will give as much notice as circumstances allow, provide a written summary of work done, and refund any fees paid for work not yet carried out. 

  1. Cooling Off Period 

If you entered into this agreement as a consumer, you have a statutory right to cancel within 14 days of signing under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right, notify us in writing at info@resilientroots.co.uk within 14 days. If we have begun work at your request before the 14-day period expires and you subsequently cancel, you will be liable for the proportion of service already provided. 

  1. Entire Agreement 

These terms, together with our Privacy Notice and any written variation, constitute the entire agreement between us. No variation is effective unless agreed in writing and signed by both parties. 

 

  1. Governing Law 

These terms are governed by the law of England and Wales. Any dispute that cannot be resolved through the complaints process in clause 14 shall be subject to the exclusive jurisdiction of the courts of England and Wales. 

Schedule 1: Consent to Process Personal Information 

We collect health information, financial information, and in some cases information about mental capacity to provide this service. This is special category personal data under UK law. We will only use it to deliver the service you have engaged us for. Full details are in our Privacy Notice at resilientroots.co.uk.

 

Client Consent 

I confirm that I have read and understood the Privacy Notice. I consent to Resilient Roots Services Ltd collecting and processing my personal information and personal information about the Service Recipient (including health and financial information) for the purposes of this engagement. I confirm that I have obtained, or have the legal authority to provide, consent on behalf of the Service Recipient where they are unable to consent personally. I understand that I may withdraw this consent at any time. 

Signed: ____________ 

Full name: (Client full name) 

Role: Client 

Date: ____________ 

Service Recipient Consent (where different from Client and has capacity to consent) 

I have been told what personal information will be collected about me and how it will be used. I consent to Resilient Roots Services Ltd collecting and using my personal information, including health and financial information, to provide the service described in these terms. I understand that I may withdraw this consent at any time. 

Signed: ____________ 

Full name: (Service Recipient full name) 

Role: Service Recipient 

Date: ____________ 

Schedule 2: Package Scope Confirmation 

To be completed by the Named Contact at the start of each engagement. 

Package and fee confirmed: _____ Applications in scope: ☐ Attendance Allowance ☐ Pension Credit ☐ Housing Benefit ☐ Council Tax Reduction ☐ Carer’s Allowance ☐ Care Act needs assessment referral ☐ Other: ____ Care coordination scope (Package 3): ____ Expressly outside scope for this engagement: ____ Expected completion date: ______ Specific notes or instructions: _________

 

 

These terms take effect when both parties have signed below and the deposit invoice has been paid. Please retain one signed copy for your records and return one signed copy to us at info@resilientroots.co.uk.

 

Signed on behalf of Resilient Roots Services Ltd 

Signed: ____________ 

Full name: [Founder name] 

Role: Director, Resilient Roots Services Ltd 

Date: ____________ 

Signed by the Client 

Signed: ____________ 

Full name:  

Role: Client 

Date: ____________ 

By signing above, you confirm that you have read and understood these Terms of Engagement in full, had the opportunity to ask questions, and agree to be bound by them. You have also signed Schedule 1. 

 

Resilient Roots Services Ltd · Client Terms of Engagement · Version 1.0 · June 2026 · resilientroots.co.uk ·