Terms & Conditions of Hosting with Twin

Transcription

1 TWIN GROUP GUIDELINES FOR HOMESTAY HOSTS Terms & Conditions of Hosting with Twin VERY IMPORTANT INFORMATION - PLEASE READ CAREFULLY -

2 CONTENTS GENERAL... 3 The Children Act 1989 and Declaration 3 Booking Process... 3 Booking extensions... 3 Student or Group arrivals... 3 Pick up & Drop off Point... 4 Cancellation of booking by host... 4 Cancellation/curtailment of booking by student... 4 Change of details... 4 Payment... 4 Income tax...4 Insurance... 4 Problems & emergencies... 4 THE STUDENT IN YOUR HOME... 4 The welcome... 4 Number of students in the house... 5 Providing information to the student... 5 Keys & Curfew... 5 The house & cleanliness... 6 The student s room... 6 Bathroom... 6 Meals... 7 Heating... 7 Telephone & Internet... 7 Laundry and Ironing... 7 Kitchen use... 7 Friends... 7 Pets... 8 Mail.8 Left luggage... 8 Welfare... 8 Gas Checks and Fire Risk Assessments... 8 Race relations... 8 Dealing with a Sick Guest... 8 Damage property... 9 FEEDBACK & COMPLAINTS PROCEDURE... 9 Deductions... 9 VISIT PROCEDURE... 9 FAMILY LIFE... 9 SUMMARY DECLARATION 10 Originator: A Fox Reviewed by J Hanson Page 2 Version /14

3 Welcome to Twin Group Services Twin s main concern, is to ensure that our students are happy and safe in their homestays. We understand that hosting a student might be quite demanding at times, but it is also very rewarding. If you are thinking of becoming a homestay host with Twin, or you have already signed up with us, via our Homestay partner, please ensure you understand and agree with all of the conditions herein. We look forward to a mutually beneficial partnership with you and encourage you to contact us if you have any concerns or problems. The Children Act 1989 Under The Children Act 1989 (PART IX) the following are not allowed to host children Anyone who has had a child removed from their care by order of a court Anyone who has been convicted of an offense against a child Anyone whose parental rights over a child have been taken over by a local authority Anyone who has had an order made against him/her refusing or cancelling registration under the Nurseries and Child Minder Act 1948 or the Children Act 1989 (Part IX) If any of the conditions apply to you, your spouse, partner, any other member of your household or visitor to your home, you must make it known to Twin Group immediately. The law is to provide a necessary element of protection for children who are potentially at their most vulnerable away from their families. This vulnerability can be even greater when the child is from abroad and has only limited ability to communicate in English. Declaration you will be asked to sign and declare that you are eligible to act as a host family. GENERAL Booking process Homestay Manager is the syst em we use to book beds. In order for us to book students your availability must be updated and accurate. Once a booking is sent to you, you must acknowledge or decline the booking within 48 hours; otherwise the booking will be allocated to another family. Booking extensions If a student informs you that he/she wishes to extend their stay, please ask the student to arrange this with our office. We are only contractually obliged to pay you for the period of stay booked by us. Only extensions of stay authorised by Twin will be paid to Homestay hosts. Student & Group arrivals Prior to a student arriving, we will endeavor to provide you with an approximate arrival time into the UK. This allows you to prepare for your students arrival and welcome. All individual students are given their host family contact details: mobile number and address. Students are advised to make contact with their hosts prior to arrival into the UK and inform them of an ETA (estimated time of arrival with the family. Students who arrive as part of a group will be met and transferred from the airport by transfer coach. Prior to the group coming in, you will be provided with a flight landing time. You will then be sent a text message confirming an arrival time at the Car Park where you will meet your students. You will also be required to drop them off on departure day. You will be notified of a time and place. Originator: A Fox Reviewed by J Hanson Page 3

4 Pick up & Drop off Point Homestay hosts must be on time to pick up students from the arrival point. Homestay hosts should advise Twin if they expect to be delayed in collecting their allocated students. Homestay hosts that are delayed will be contacted immediately and made aware that their students may be allocated to another family. Cancellation of booking by host If you need to cancel a booking, please inform Twin as soon as possible - at least 5 working days prior to student arrival if at all possible. Cancellation/curtailment of booking by student If a student cancels the accommodation we have booked with you, we will notify you as soon as possible and place you on top priority for a replacement. If a student who is already staying with you asks to cut short their stay, please contact our office immediately. Change of details If for any reason you have changed something relevant at home, you must either report this information to Twin Accommodation Team or update your profile on Homestay Manager. For instance pets, smokers, refurbished room. If you fail to update us, this could result in your students being relocated to another family, without notice or compensation Payment Payments are made weekly, however the first payment will be made a week in arrears. This means your last payment is made to you the week after the student has left your home. Please ensure you supply the correct bank account details to the accommodation team at accommodation@twinuk.com. For example a student arriving Sunday 1st September, your first payment will hit your account Friday 13th September, then weekly thereafter. Income Tax It is the homestay host's responsibility to meet any tax liability incurred as a result of hosting Twin International students. Twin Group will not be involved with hosts personal tax matters. Insurance Please ensure that you have the correct household insurance to cover accidental damage by visitors to your home. Any loss or damage caused by the student will be your responsibility. Twin will not be responsible for any loss or damage caused. You should have in place adequate cover for any eventualities. Problems & emergencies In case of any difficult situation with a student, which you cannot resolve, please inform us and we will try to be of assistance Monday to Friday (9am to 5.30pm) using the phone numbers or If you need help or assistance a t any other time please use the out of hours numbers of or We want you to enjoy hosting the students and we are here to help you, if there is a problem. We may be able to assist by speaking directly to the student; possibly in his or her own language. We expect our hosts to be patient with their student guests as sometimes what seems to be a big problem is the result of a cultural difference or misunderstanding of the language. THE STUDENT IN YOUR HOME The welcome The students should be made to feel welcomed and ensure that their safety and welfare are always considered. Please consider students at all times and consider the difficulties they may be experiencing in trying to fit with Originator: A Fox Reviewed by J Hanson Page 4

5 Guidelines for Homestay Hosts your Family and different culture. Please make sure that English is the only language spoken by members of the host family in the presence of foreign students. Please encourage students to speak as much English as possible in your home. Students should be allowed to share all the communal areas in your home e.g. living room/lounge. The kitchen area is not sufficient communal space and Twin Group will most likely be unable to register a family that restricts use of communal areas in the home, as this is against the spirit of the "homestay" experience. Number of students in the house Twin Group follows the British Council Homestay guidelines and Code of Practice that educational institutions are required to adhere to as part of on-going accreditation with the British Council. The British Council makes a clear distinction between "Homestay" and "Private Home Accommodation": Homestay - The hosts treat the student as a full member of the household, eating together and sharing the common living areas; no more than 4 students will be accommodated in a Homestay accommodation at any one time (homes accommodating more than 4 students should be described as private home accommodation) Private Home Accommodation - Accommodation in a private home for adults; more than 4 adult students may be accommodated in a home; there may be less direct contact with the host(s); and students may be self-catering. (Private home accommodation is not suitable for under 18s) Homestay hosts must not accept bookings for students of the same nationality as Twin students staying at the same period of time from other agents. Providing information to the student We expect the host family to assist students once they arrive in their home. This includes: Transport links from home to Twin. How and where to purchase travel cards. Directions to shops, supermarket, bank, library, leisure centre, etc. Advise students of meals times and ask them to keep you informed if they are going to be late. General information about the family, for instance laundry, bathroom schedules in the morning (if is necessary), kitchen use. Medical assistance inform the student of the nearest Doctor/Dental practice. Please explain any rules in a positive manner, in order to not offend the student. Keys & Curfews Students aged over 18 MUST be provided with their own door key, which should be returned to you on the day of departure. Under no circumstance is the family to ask for money from the student. A 5.00 deposit for a front door key is acceptable. You must allow the student to come and go as they like, although they must be quiet, particularly late at night. Young students (under 18's) are expected to be home with their Homestay Hosts in the evening. As a general rule the only exceptions will be when the students are involved in an activity or event organised by Twin (usually as part of a Summer School Programme) and supervised by Twin staff. In such cases students MUST inform the host in advance, along with providing the host family with details of their expected arrival time. The only other exception is if the student is accompanied by a leader or teaching/activity staff of that group. In any event, the Host Family can expect to be given advance warning. The Curfew times listed are meant as a guide for families who may, at their own discretion bring them forward to an earlier time. You should make clear to your students that they should inform you well in advance if they intend to miss a meal (tell you the day before) or are likely to be late (phone you as soon as possible) Please Note: Students aged 18 years and under are not allowed out alone under any circumstances unless, accompanied by the homestay host, a member of Twin Staff or a teacher or leader. Originator: A Fox Reviewed by J Hanson Page 5

6 CURFEW TIMES Age Under 18 Over 18 years old Sunday Thursday N/A No time fixed by Twin Friday & Saturday N/A No time fixed by Twin The house & cleanliness Homestay hosts must change bed linen/towels once a week and provide use of the bathroom/ shower daily as required. Please make sure the common areas are clean and tidy whilst you are hosting students. Furthermore, students must be allowed to utilise all public areas of the house in the same way as any family member. The student s room No more than 4 students should be accommodated in one private room. You should never mix students under 18 years with older students 18 and over in the same room. Twin students CANNOT be mixed with students from other English Schools. You should provide a spacious bedroom with natural light, equipped with an adequately sized bed and adequate hanging and draw space for clothes. They must have appropriate privacy from members of the opposite sex. Homestay hosts must provide single beds to accommodate students. A double bed should not be used for more than 1 student unless requested by Twin. The mattress must be comfortable. Blow up and put-you-up beds are NOT acceptable! A table for private study is necessary, but if the room is not big enough to include a desk, the student should be offered an alternative space in the house. Students are expected to keep their own room tidy but they are not expected to clean it. The room should be cleaned once a week by the host. Bed linen, which is provided by the host, must be spotlessly clean. Sheets and pillowcases must be changed and laundered every week by the host. Students privacy must be respected and the host should not enter the student s room except to clean it. Your children or pets should never be allowed to enter a student s room. Students are a d v i s e d not to leave valuables or money in their room and it would be appreciated if you would advise them as to a safe place in your home where valuables can be stored. Bathroom Please provide sufficient washing facilities and access to bathrooms, with bath or showers available daily. The bathroom should be kept clean. The student should be responsible for cleaning the bathroom after use. The host is not responsible for providing towels although obviously if a student has not brought their own it would be necessary to provide one. We strongly recommend that you agree a bathroom schedule with the student after arrival, in order to avoid a queue in the mornings. Bathroom doors must have a lock and no glass panels. Originator: A Fox Reviewed by J Hanson Page 6

7 Meals Students should eat their meals with the rest of the family. Meals provided by homestay hosts must be well balanced and varied. Twin recommends that students be provided with a menu similar to the sample menu below. Breakfast Bowl of cereal, fruit juice, toast, cold meat, croissants, bagels, ham, chocolate spreads, tea/coffee/hot chocolate Packed lunch for full board students 2 rounds of sandwiches. Filled with (example) cheese, cold meat, fillers, Tuna, salads. A piece of fruit Crisps Chocolate biscuit (Kit-Kat, Club etc.) Soft drink/water. Dinner Meat or fish with vegetables Hot or cold dessert or fruit or cheese Cold drink, tea or coffee. (Bread should also be available) You should discuss with your students the planned arrangements you have for mealtimes and remind your student to contact you if they are not coming home for dinner, or will be late. Heating Whilst you are hosting students, the heating should be adequate in the student s room and throughout the house. This will never be charged to the student for any reason. If during the night the heater is switched off, you should offer the student an extra blanket. Telephone & Internet Students may wish to receive calls on your telephone. Please allow students to receive incoming calls and inform them of the best time in the evening to receive calls. Students should always use their mobile to make outgoing calls. Twin recommends that homestay hosts request an international call barring service from their service provider in order to prevent students from making international calls. Twin will not accept any responsibility for international call charges made by students during their stay. Regarding the internet/wi-fi advise the students when they arrive if you have this facility; suggest a reasonable time they are able to use it, therefore, avoiding running into areas of the student abusing or misusing it. For Twin students they are able to obtain a free sim card which they are able to top it up with different data packages. Twin recommends you establish the use of the internet/wi-fi as one of your ground rules when the student arrives. Laundry and Ironing Twin requires that homestay hosts offer students one laundry wash per week. If the student wishes to use the washing machine more than once a week, the host is at liberty to charge a reasonable fee for the extra wash. An iron and board should be available for the students use, whilst they are staying with you. Kitchen use Students should be allowed access to the kitchen at any time for water etc. Friends Students appreciate being allowed to invite their friends over occasionally, especially when they are booked for a long period. This is entirely at your discretion. Students do not have an automatic right to bring their friends home and must always ask your permission. You are not expected to let students have their friends or family to stay overnight with them in their room, and if you receive such a request, please contact our office. Originator: A Fox Reviewed by J Hanson Page 7

8 Pets If you have a pet please ensure the pet does not climb on the work surfaces, tables or sofas. Mail The host family should neither hold nor destroy mail addressed to a student. We advise you to keep a note of a student s forwarding address. Either forward the mail or return it to the post office marked return to sender. Left luggage If a student leaves behind property in your home please let us know and we will try to contact the student to ask for forwarding instructions if required. Welfare An adult member of the family must be present in the home at all times when a young student (under the age of 18) is present - normally between pm and am. If you become aware that a student is misbehaving, returning home late, or being impolite to family members you should inform Twin immediately and we will resolve the matter as quickly as possible. Gas Safety Checks All homestay hosts must provide Twin with a copy of their gas safety checks every year. All hosts must ensure the following criteria are met: All boilers and central heating systems should be installed and serviced regularly under the contract with competent persons only. In the case of gas systems, such work can only be done by businesses that are Gas Safe registered. On an annual basis you should obtain a certificate to demonstrate that you are compliant. No appliance should be used if is known or suspected of being unsafe. The room where the gas appliance is located must have adequate ventilation - air inlets should not be blocked or covered and flues and chimneys should not be obstructed. There should be no free standing calor gas type heating with in the home as these contravene health and safety regulations Fire Risk Assessments All homestay hosts must carry out a fire risk assessment once at least once a year and all records need to be kept so that they can be seen by any member of the Twin staff on request. A completed example and a form are in the appendix at the end of this document. Dealing with a sick guest Where a student is taken ill, the host family should advise the local organiser and group leader that they need to be escorted to a doctor or hospital. The local organiser and/or Twin must be kept informed at all times. It is the local organiser or group leader s responsibility to accompany the student to either a doctor or hospital not a member staff from Twin. It is also their responsibility to ensure any payments required for treatment are met and not Twin. Host families should never administer un-prescribed medication to students. You will be informed at the time of booking if any of your guests have any pre existing medical conditions. If your guest is sick and needs to stay in bed you need to treat them as if they were one of the family and allow them to stay there but inform the Group Leader or Twin. Race relations Discrimination on the grounds of race, nationality or religion will not be tolerated, either from the student or the host. The host should do everything possible to avoid conflict. Originator: A Fox Reviewed by J Hanson Page 8

9 Twin reserve the right to match students to their preferred host. Sometimes students require to be lodged with traditional British hosts as part of their educational experience. Damage to property Hosts must report any damage caused by students to Twin prior to the student s departure so that Twin can investigate and can then confirm any damages. Please be aware that it is difficult to investigate complaints regarding damage to property once the student has departed. Twin accepts no responsibility for any damage caused by its students and recommends that homestay hosts ensure that they have appropriate insurance cover in case of an accident or damage. Feedback & Complaints Procedure Feedback is collected through a questionnaire at the end of the first week, a questionnaire at the end of the students stay and complaint forms which can be completed by students at any point during their stay. Regardless of where the feedback comes from, the following procedures are observed: Negative feedback always prompts a phone call to the homestay host. The Accommodation team listens to the host s side of the story and tries to resolve the situation, by moving the student if necessary. Serious complaints that are upheld will result in immediate termination of the hosting agreement with Twin. If three less serious complaints of the same nature are received, an will be sent to you urging you to improve. If a fourth complaint is made of the same nature, your Homestay Profile will be deactivated, students will be removed, and hosting with Twin will be terminated. When necessary, a member of the Twin Accommodation Team will visit your home to investigate the veracity of the complaint(s). The aim of the feedback procedure is to hopefully detect any problem as soon as possible. It is not our intention to criticise, but to help you improve your hosting experience. Hosting agreements will only be terminated when no other solution is deemed appropriate. Deductions If a student makes a complaint against you, you will be given the opportunity to have your say surrounding the issues. We will listen to both parties. If we feel the student has a justifiable case, a deduction equivalent to 1 night s accommodation per student will be deducted from you, which will be used to cover administrative and taxi costs. Visit Procedure Twin reserve the right to visit any family any time as convenient. Every visit will be arranged in advance. The aim of the visit is to understand your motivations for applying to be a homestay host, as well as to inspect the accommodation to ensure that it meets all of our requirements. Key factors that we look at to establish suitability include but are not limited to: Motivations for applying to register to host international students The standard of the accommodation (including the guest bedroom) The area surrounding the home (amenities, transport, safety) The number of people in the home versus the size of the accommodation Current requirements of clients that we work with The visit is also an opportunity for you to ask questions and establish definitively whether Homestay is right for you. In order to do this, our Inspections Officer will run through important information such as expectations of students, booking procedures, different boards and meal plans, setting Ground Rules, Homestay categorisation, payment rates and procedures and procedures for extensions. The Inspections Officer will need to take photos of all of the communal areas of the home e.g. student room(s), living room, kitchen, bathroom etc, unless are already on Homestay Manager. Twin will never publish photos of your home on any website without your advance permission. Nor will we provide any of your personal information to third parties not related to the Homestay booking process. Family life Originator: A Fox Reviewed by J Hanson Page 9

10 Twin expects the homestay host to treat students as they would their own son or daughter. The British Council also provides a Code of Practice for Homestay hosts providing Homestay to International Students: Encourage the student to speak English as much as possible in your home Encourage the student to feel at home and to treat him/her as a member of the family rather than a paying guest Not to host another student of the same native language at the same time unless by special arrangement with the students and school/centre Provide a clean and comfortable student room, meeting the requirements laid down by the British Council Provide a home environment in which it is possible for the student to carry on his/her English studies properly Provide the student with a balanced and appropriate diet (if applicable) Show due concern for the welfare, safety and security of the student during his/her stay Give the student reasonable and regular access to bathroom and laundry facilities Maintain a close liaison with the Homestay accommodation agent and so be in a position to help resolve any problems that the student may encounter during his/her stay Respect the student's different cultural background and to be sensitive to the needs of the student Summary Please remember that we are here to help in any instance. If you have any concerns or are unsure of how to deal with any situation, please feel free to contact us and we will endeavor to be of assistance. In accordance with the British Council As a host I have provided the correct documentation for an enhanced Data Barring Service (DBS) check to be conducted / I have provided an enhanced current Criminal Record Bureau (CRB) check. I understand that this is in line with the care of under 18 s and safeguarding vulnerable children, young people and adults. I also understand that I will not be allowed to host students until I receive a clear DBS check and it is my responsibility to renew this on an annual basis. I recognise it is my responsibility to inform Twin if my circumstances change and there are any other members of my family that are over the age of 18 who will need to an enhanced DBS check Signature of host Date Signature of Inspection Officer Date Documents supplied: DSB Evidence Fire Risk Assessment Fire Risk Assessment Example Gas Safety Certificate Example Originator: A Fox Reviewed by J Hanson Page 10