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Terms and conditions - service users

Terms and Conditions for the use of the Tower Hamlets Community Catalogue

Welcome to the Tower Hamlets Community Catalogue. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern our relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.


The term 'website operator' or 'us' or 'we' refers to the operator of the website.

To contact us, please see the 'contact us' page on the website.

The term 'you' refers to the user or viewer of our website.

The term 'carers' refers to loved ones / concerned others and does not confer any official status.  People who wish to determine if they meet the eligibility criteria for local authority-funded social care support must have a formal assessment of their care and support needs, as per the Fair Access to Care Services (FACS) national eligibility framework in England for prioritising the use of adult social care resources fairly, transparently and consistently.

Organisations trading on this website

Organisations (known as providers) provide a range of services which are made available to you the website user. The terms and conditions for provision of services for each provider are shown at the checkout and on the provider homepage. These terms are specific to each provider and you should ensure that you are satisfied with them before purchasing. Agreement to these terms will be requested at checkout and will form the contract between the provider and yourself.

The terms and conditions for the use of the electronic payment provision are detailed in the checkout process. These will need to be accepted before an electronic payment can be made.

Services listed on this site must have gone through one of two quality assurance procedures.  Services which have been commissioned by the London Borough of Tower Hamlets or one of the other five east London boroughs (Barking and Dagenham, Havering, Newham, Redbridge, Tower Hamlets and Waltham Forest) are automatically 'passported' on to the Tower Hamlets Community Catalogue if:

  • They have an existing contract with ELS boroughs that teams are currently placing with;
  • and are working to a specification/contract equivalent to or above the Ensuring Quality standards. 

Services which are commissioned have been through a competitive procurement process. 

Services which are not commissioned will have had to go through the East London Solutions Quality Assurance scheme.  This scheme has been developed to allow providers who do not have a contract with the council to demonstrate that they meet basic minimum quality standards. Access to the e-market place is facilitated for micro-providers, day opportunities providers, floating support, supported living providers, advice providers, payroll providers, domiciliary care providers and personal assistants, with other categories planned for the future.  The standards contain things that service users, commissioners and providers have told us are important to them.  There is one set of agreed standards across all the six east London boroughs.  Providers resubmit their application every 12 months along with evidence from service user feedback.  

Please click here for more information on the  ELS Quality Assurance scheme

From time to time we may be forced to remove providers from the Tower Hamlets Community Catalogue, for example if they do not abide by the conditions of the site. 

To see the Terms and Conditions for providers who wish to list their services on this site, please click here.

Use of this website

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited without our prior permission.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • You must be resident within the London Borough of Tower Hamlets to make use of the services provided by this website. Carers from outside these areas may register as long as the people they serve are resident within the specified areas and are registered on this website.
  • You and, where applicable, your carer, must register on this website to purchase any Services via this website.
  • Your use of this website and any dispute arising out of such use of the website shall be governed by and construed in accordance with English law and each party submits to the exclusive jurisdiction of the English courts.

Privacy policy

This privacy policy sets out how we use and protect any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page.  Users will be notified when they next login and asked to confirm that they accept the changes.  This policy is effective from November 2014.

We subscribe to the Data Protection Act and collect the following information:

  • name;
  • contact information including email address and phone number;
  • demographic information such as postcode, preferences and interests;
  • other information relevant to customer needs, reviews, surveys and/or offers.

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: 

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send information about services or upcoming events which we think you may find interesting using the email address which you have provided.
  • We may use the information to customise the website according to your interests.

Controlling your personal information

Any personal information obtained from the Tower Hamlets Community Catalogue website may be used by the Website Operator for the purposes of operating the website. The personal data will not be shared with any other party other than as described below or where the Website Operator is legally obliged to disclose the data.

Anonymised data and statistical reports will be shared within the Council.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

We may change this policy from time to time by updating this page. Users will be notified when they next login and asked to confirm that they accept the changes.  This policy is effective from November 2014. 

If you believe that any information we are holding on you is incorrect or incomplete, please advise us as soon as possible. We will promptly correct any information found to be incorrect.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.


A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit

How this website uses cookies

The information below explains the cookies we use and why.


This cookie is used to allow the website to remember who you are as you move from page to page whilst browsing the website. This is achieved by assigning a unique id number to you each time you visit the site. The ID number is anonymous and is not recorded by us - it is only used for the duration of your visit and is destroyed when you close your browser.

Examples of how we use this cookie are:

  • Remembering who you are as you work through the registration process
  • Remembering which products you have chosen when doing a product comparison


If you are currently logged in the website then this cookie will hold a copy of your username, and is used to provide you with a personalised welcome message. It is destroyed when you close the browser.


This is used to store your chosen accessibility preferences, i.e. the font size and colour scheme which are used to display the website. The information is not destroyed when the browser closes, in order that your choices will be remembered the next time you visit the site.

Google Analyticstags    

These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.

We also use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes.

Click here for an overview of privacy at Google

To opt out of being tracked by Google Analytics across all websites visit

Please see the council's cookie policy for further information,

Links to other websites

Our website may contain links to other websites. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Website disclaimer

Whilst we endeavour to keep the information on the website up to date and correct, and we have implemented quality assurance procedures for listed services including the East London Solutions Ensuring Quality scheme, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you are able to link to other websites which are not under our control. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, we take no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

The Tower Hamlets Community Catalogue has been created by the London Borough of Tower Hamlets Council so that you have the opportunity to look at one website for services you may wish to purchase, either as personal budget holders or otherwise.

Before a supplier is permitted to join the market place we ask for confirmation that it trades lawfully and has all necessary licences and accreditations. However, we are not in a position to guarantee that any particular supplier at any one time remains in compliance with those requirements and the Council cannot accept responsibility for any of its acts and omissions.

Perhaps most importantly we must make it clear the Council is NOT the provider of any of the products and does not have a contract with you to supply them. Contracts for the products are between you and the relevant suppliers and you must look to that supplier should any issues arise.  If you have any concerns with the providers you have contact with or wish to make a complaint then please visit the Council's complaints page