5a. The Getting Support Promise

An agreement between people receiving support and the co-operative

The Getting Support Promise sets out the mutual responsibilities and expectations between someone receiving care and support through Equal Care Co-op and the co-operative as a whole. It’s a legal agreement, but also a shared commitment to how support will be approached, managed, and sustained in a relationship-centred way.

This promise must be in place before any team-based support begins. It ensures that everyone involved - whether giving or receiving care - is clear about what is expected, what rights are held, and how Equal Care operates.

This page provides an overview only. The full Promise is a binding document and is provided in its complete form when someone begins receiving support through Equal Care.

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Who it's for

This agreement is completed by the person receiving support, their nominated representative, or a legal guardian with responsibility for health and welfare decisions. It applies whether support is paid for privately, funded through a local authority or NHS contract, or delivered through a mix of sources.

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What it covers

The Promise outlines:

• Mutual respect and behaviour standards – A commitment to inclusion, honesty, and fair treatment of everyone involved in the care relationship.

• Consent and team leadership – The person receiving support has choice and control, including over who is in their team and how their care is organised.

• Support records and data sharing – A clear explanation of what will be recorded, who can access it, and how it is kept safe.

• Use of the Equal Care platform – All care-related coordination (e.g. notes, rotas, communication, payment) happens through the platform to ensure transparency and accountability.

• Regulated care provision – Additional requirements that apply when someone is receiving personal care or support with medication, in line with Care Quality Commission standards.

• Financial contribution – Information about how the co-operative is funded, including the Commons Contribution, and the importance of using the agreed platform for payments.

• Problem-solving and safeguarding – The routes available for raising concerns, giving feedback, and ensuring safety.

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Accessing and completing the Promise

The Promise is available in print, digitally, or as an audio recording. It can be completed online or with the help of a Team Starter or Coach. A copy is always provided once completed, and members can request it in accessible formats.