Protected Introductions
HBS introductions are protected so families, independent carers and the platform can stay fair, transparent and connected. When HBS introduces a family and an independent carer, both sides accept HBS Introduction Terms before contact details or meeting links are released. If a paid support arrangement begins following that introduction, it should remain connected to HBS for the agreed introduction period.
HBS facilitates introductions. HBS does not manage care or employ carers.
Why HBS protects introductions
Because safer introductions take work.
HBS invests time and resources into building a platform where families can find clearer information before speaking with independent carers.
HBS may support the process by reviewing profiles, reviewing DBS evidence, reviewing references, reviewing training evidence, displaying verification levels, supporting family-led introductions, maintaining platform records and providing a route to raise concerns.
To keep this fair and sustainable, introductions arranged through HBS are protected. This means that if a paid arrangement begins following an HBS introduction, it should remain connected to the HBS platform for the agreed introduction period.
Verification and profile review
HBS reviews key evidence before approved profile information becomes visible to families.
Training evidence visibility
HBS reviews training evidence before displaying training summaries or specialist badges on carer profiles.
Family-led introduction tools
HBS provides a structured route for families and carers to request and accept introductions.
Platform records and support
HBS can support introduction records, support hours records, payment records, complaints and concerns routes where used.
Future introduction support
If support needs change, families can return to HBS to explore other verified independent carer profiles.
Both sides accept terms before contact is released
A clear step before any direct contact.
HBS does not release contact details or meeting links immediately when an introduction is requested. First, both the family and the independent carer must accept HBS Introduction Terms.
- STEP 01
Family requests introduction
The family chooses a carer profile and requests an introduction through HBS.
- STEP 02
Family accepts HBS Introduction Terms
The family confirms that if a paid arrangement begins following the introduction, it should remain connected to HBS for the agreed introduction period.
- STEP 03
Carer reviews the request
The independent carer can review the request and decide whether they want to accept, decline or ask for more information.
- STEP 04
Carer accepts HBS Introduction Terms
The carer confirms that any paid arrangement resulting from the HBS introduction should remain connected to the platform.
- STEP 05
Contact details or meeting link released
Only after both sides accept the terms can contact details or a meeting link be released.
- STEP 06
Introduction is logged
HBS records the introduction for platform administration and protected introduction tracking.
Arrangements stay connected to HBS
If support starts after an HBS introduction, it should stay connected to the platform.
If a family and independent carer begin a paid support arrangement after an HBS introduction, that arrangement should remain connected to HBS for the agreed introduction period.
This keeps the platform fair and helps HBS continue offering verification, introduction support, support hours records, payment administration where used, profile monitoring, concerns reporting and future introduction support.
What does connected to HBS mean?
It means the arrangement remains linked to the HBS platform, with agreed platform fees, support arrangement records and protected introduction terms in place where applicable.
A platform-connected arrangement may include:
- HBS Introduction Terms accepted by both sides
- Support Arrangement Record
- Agreed carer rate
- HBS platform fee
- Approved support hours where payment tools are used
- Receipts or payment records where payment tools are used
- Earnings statements for carers where payment tools are used
- Route to raise concerns
- Future introduction support if circumstances change
This does not mean HBS manages care, supervises the carer or directs the family's support arrangements.
Report off-platform requests
Families and carers can report attempts to move an HBS introduction outside the platform.
HBS introductions are protected. If a family or carer asks to move payment or support arrangements outside HBS after an HBS introduction, this can be reported through the platform.
For families
If a carer asks you to arrange support or payment outside HBS after being introduced through the platform, you can report it to HBS.
For carers
If a family asks you to work or accept payment outside HBS after an HBS introduction, you can report it to HBS.
Reporting an off-platform request helps HBS protect the fairness and sustainability of the platform.
Benefits for families
Staying connected gives families more than one introduction.
Finding one carer is only part of the challenge. Support arrangements can change. A carer may move area, reduce availability, take another role, become unavailable or no longer be the right fit.
Staying connected through HBS gives families a route back to verified independent carer profiles if circumstances change.
Future introduction support
If your needs change, you can return to HBS to explore other verified independent carer profiles.
Clearer records
Where platform tools are used, HBS can help keep support hours records, payment records and receipts in one place.
Route to raise concerns
Families can raise concerns about profiles, introductions, off-platform requests, payment records or training evidence.
Verified profile visibility
Families can view carer verification levels, reviewed training evidence and approved badges before requesting introductions.
Replacement route if support changes
HBS does not guarantee replacement carers, but it gives families a clearer place to look if support arrangements change.
Transparent fees
Carer rates and HBS platform fees are shown clearly before arrangements proceed.
Benefits for carers
Protected introductions help independent carers build long-term opportunities.
HBS is not just a place to receive one introduction. It is a professional platform where independent carers can build a verified profile, show evidence clearly and remain visible for future opportunities.
Professional verified profile
Carers can build a profile showing experience, availability, rates, verification level and approved badges.
Future introduction opportunities
Staying active on HBS can help carers remain visible to families whose support needs match their profile.
Clear earnings records
Where platform payments are used, carers can view approved hours, payouts and Earnings Statements.
Fair platform rules
Protected introductions help make sure the platform remains fair for carers who use HBS properly.
Training evidence visibility
Carers can upload training evidence and request review for specialist badges where relevant.
Control and independence
Carers remain independent, set their own rates and choose which introduction requests they accept.
HBS does not employ carers and does not guarantee work or income.
What happens if people go off-platform?
Protected introductions only work if both sides follow the terms.
Possible actions under the HBS Introduction Terms
If a paid arrangement starts following an HBS introduction but is moved outside the platform during the agreed introduction period, HBS may review the case and take action under the HBS Introduction Terms.
- Remind both parties of HBS Introduction Terms
- Request more information
- Restrict account access
- Pause or remove a carer profile
- Flag an off-platform fee
- Close future introduction access
- Record the outcome
Off-platform introduction fee. If a family and carer introduced through HBS arrange paid support outside the platform during the agreed introduction period, HBS may charge an off-platform introduction fee in line with the HBS Introduction Terms.
This does not stop either side from declining an introduction or ending an arrangement. It only applies where a paid arrangement is made outside HBS after an HBS introduction.
HBS does not manage care
Protected introductions are not care management.
Protected introductions help HBS keep platform introductions fair and connected. They do not mean HBS manages or supervises ongoing support.
HBS does not
- Directly provide regulated personal care
- Employ carers
- Manage rotas
- Allocate shifts
- Supervise care delivery
- Direct ongoing support
- Clinically sign off carers
- Manage care packages
- Replace family decision-making
Families choose carers directly and remain responsible for agreeing and directing ongoing arrangements with independent carers.
How protected introductions connect to payments
Clear records if the family and carer decide to proceed.
If a family and carer decide to proceed after an HBS introduction, a Support Arrangement Record can be created. This helps connect the carer rate, HBS platform fee, agreed support type and approved support hours where payment tools are used.
- 1Protected Introduction
- 2Support Arrangement Record
- 3Carer submits support hours
- 4Family approves support hours
- 5Payment processed where used
- 6Carer receives payout
- 7HBS records platform fee
This record is for platform payment and administration purposes only. HBS does not manage rotas, supervise support or direct care delivery.
FAQs
Short answers to common questions about protected introductions.
Ready to request a protected introduction?
Browse verified independent carer profiles or submit your support needs. HBS helps families request safer, family-led introductions while keeping the process clear and connected.