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Policies and Procedures

Within this page you will find summary information and links to some of our policies and procedures.

If you need more information, please contact us with your request.


Certitude is committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability.
The Certitude website has been built to include accessibility software. We use the ReachDeck Toolbar which adds text-to-speech, reading and translation support to this website, providing you with instant access to assistive features. Read more

Cookies and Privacy Policy

This policy sets out how Certitude uses and protects any information that you give Certitude when you use this website.
Certitude is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, or for other marketing purposes, then you can be assured that it will only be used in accordance with this privacy statement. Read more

Duty of Candour

Certitude is committed to open and honest communication and our requirements under the Duty of Candour. The Duty of Candour is a legal requirement under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Read more

Modern Slavery Statement

This statement sets out Certitude's actions to understand all potential modern slavery risks related to our organisation and to put in place steps that are aimed at ensuring that there is no slavery or human trafficking in our organisation and supply chains. This statement relates to actions and activities during the financial year 1 April 2022 to 31 March 2023. Read more

Compliments, comments and complaints

We value your feedback. Where we offer support, a compliment or suggestion can be raised in the following ways:

  • Verbally to one of our colleagues
  • In writing, either by letter or email
  • Written into the Compliments book at residential support settings
  • Placed in the suggestions box at residential support settings where available
  • Use the form on our contact page

We don’t always get everything right first time. If things go wrong it’s important that the people we support, families and friends know how to raise concerns with us.
We want everyone to feel confident that, whatever the complaint, it will be properly investigated and, where possible, the matter put right. Read more

Gender Pay Reports

The gender pay gap shows the difference in pay between male and female employees in an organisation. It is defined as the difference between men and women’s hourly earnings expressed as a percentage of men’s earnings. Under legislation introduced in April 2017, employers in the UK with more than 250 employees are required to publish their gender pay details annually. Read our reports

Safeguarding and Abuse

Certitude is committed to keeping the people we support safe from abuse. Certitude is committed to meeting our obligation under the Care Act 2014 to prevent, identify, investigate, and effectively respond to the abuse or suspected abuse of people we support or other adults or children at risk. This includes domestic abuse.
We will ensure that all cases of potential abuse are investigated and dealt with appropriately. Read more

STOMP at Certitude

We're committed to NHS England's STOMP campaign - stopping the over-medication of people with learning disabilities and autistic people.
'STOMP' stands for 'stopping over medication of people with a learning disability, autism or both.' According to Public Health England, between 30,000 to 35,000 adults with a learning disability are taking psychotropic medicines, when they do not have the health conditions the medicines are for. Psychotropics are drugs that affect a person's mental state. In 2016, Certitude signed up to the STOMP Pledge for Social Care. Read more

Environmental, Social and Governance Statement

At Certitude we use an Environmental, Social and Governance (ESG) approach to evidence the benefits of the work we do and to identify opportunities for further improvement in meeting our mission, for our colleagues and the various communities in which we work. Our ESG strategy runs from 2023-2025 and sets out the action we are taking to increase our social value impact. Read more

Fundraising Promise

Certitude is determined to make a real difference to the lives of people with learning disabilities, autistic people and people with mental health support need across London. By Fundraising for us you are helping us be a part of that difference. When you donate or fundraise for Certitude, you are supporting our mission to support people to develop new skills, meet new people and live the life they want- so they can bring their own unique brilliance to the world. You also embody our values of working together, continuously improving, inspired by people and trustworthy and dependable. Thank you. In return here is our promise and commitment to you. Read more