Code of Practice

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Every member of the House Clearance Association agrees to follow this code of practice. It exists to protect customers and to keep the standard of our register high. Breaching it means removal from the register.

1. Honesty and transparency

• Provide a clear, written quotation before work begins.
• Never demand full payment up front as a condition of starting.
• Keep to the agreed price — no surprise charges once work has started.
• Advertise honestly and never mislead customers.

2. Licensing and insurance

• Be registered to carry waste with the Environment Agency (a current waste carrier registration / permit).
• Hold valid public liability insurance throughout membership.
• Provide evidence of both on application and on request.

3. Legal and responsible disposal

• Dispose of all waste legally — never fly-tip.
• Prioritise reuse, donation and recycling; treat landfill as a last resort.

4. Conduct with customers

• Treat every customer courteously, especially in sensitive circumstances such as bereavement.
• Respect the customer's property and privacy at all times.
• Be a genuine, registered business operating lawfully.

5. Accountability

• Deal with complaints fairly and promptly.
• Co-operate with the Association as a go-between in any dispute.
• Accept that breaching this code results in removal from the register.

This code may be updated as the Association develops. Members will be notified of material changes.