19.—(1) The service provider must prepare a written guide to the service.
(2) The guide must be—
(a)dated, reviewed at least annually and updated as necessary,
(b)in an appropriate language, style, presentation and format, having regard to the statement of purpose for the service,
(c)given to all individuals who are receiving care and support,
(d)in the case of child who is looked after by a local authority, given to the placing authority, and
(e)made available to others on request, unless this is not appropriate or would be inconsistent with the well-being of an individual.
(3) The guide must contain the following information—
(a)information about how to raise a concern or make a complaint;
(b)information about the availability of advocacy services.
(4) The service provider must ensure that all individuals receive such support as is necessary to enable them to understand the information contained in the guide.
20.—(1) The service provider must ensure that every individual is given a signed copy of any agreement relating to—
(a)the care and support provided to the individual;
(b)any other services provided to the individual.
(2) The service provider must ensure that individuals receive such support as is necessary to enable them to understand the information contained in any such agreement.