PA code of conduct

If you want to become an approved personal assistant, you’ll need to read and agree to the minimum standards set out in our code of conduct.  These have been designed to make sure that all personal assistants deliver consistently high quality services to the people they support.

We expect all our personal assistants to adopt the spirit as well as the letter of the code of conduct – offering excellent support based on fairness, trust and respect. 

Once you become a personal assistant, you must comply with any legislation related to your activities and deliver only the services that you’re qualified, experienced and competent to carry out.

The rights of service users

It’s your job to protect the rights and promote the interests of the person you’re caring for, which includes:

  • treating them as an individual
  • respecting and promoting their views and wishes
  • supporting their right to control their own life and make informed choices about the services they receive
  • respecting and maintaining their dignity and privacy
  • promoting equal opportunities and respecting diversity and different cultures and values.


You have a duty to gain and maintain the trust and confidence of the person you’re assisting, which includes:

  • being honest and trustworthy
  • communicating in an appropriate, open, accurate and straightforward way
  • respecting confidential information
  • being reliable and dependable
  • honouring work commitments, agreements and arrangements and, if it’s not possible to do so, explaining why


You’ll be expected to promote the independence of the person you’re caring for while protecting them, as far as possible, from danger or harm, which includes@

  • promoting their independence and helping them to understand and exercise their rights
  • reporting dangerous, abusive, discriminatory or exploitative behaviour and practice to our safeguarding adults officer
  • helping them make complaints, taking complaints seriously and responding to them or passing them to the appropriate person
  • recognising and using responsibly the power that comes from your work with service users and carers


You must respect the rights of the people you’re caring for, while making sure they don’t harm themselves or other people, which includes:

  • understanding that they have the right to take risks and helping them to identify and manage potential and actual risks to themselves and others
  • taking necessary steps to minimise the risk of them doing actual or potential harm to themselves or other people

In particular you must not:

  • abuse, neglect or harm service users, carers or colleagues
  • exploit service users, carers or colleagues in any way
  • abuse the trust of service users and carers or the access you have to personal information about them or to their property, home or workplace
  • share service users’ personal information inappropriately in a manner that would breach data protection legislation
  • form inappropriate personal relationships with service users
  • discriminate unlawfully or unjustifiably against service users, carers or colleagues
  • condone any unlawful or unjustifiable discrimination by service users, carers or colleagues
  • put yourself or other people at unnecessary risk
  • behave, in or outside work, in a way that would call into question your suitability to work as an approved personal assistant for the council

Dealing with complaints

You have a responsibility to deal with any complaints about the services you deliver while working as one of our approved personal assistants.

Complaints should be dealt with promptly, effectively and courteously, in accordance with good business practice and the terms of the scheme.

If you can’t  resolve a complaint, you should offer to refer the complaint to the scheme operator so that they can assist in finding a resolution. If the complainant prefers, you can give them the scheme operator’s details so that they can contact them directly.