Questions and answers

Everything families ask us, answered plainly

Not here? Ring 01632 960 418. A person answers, 8am–8pm, every day.

How quickly can care start?: Usually within 48 hours of our first visit, sometimes the next day. If someone is coming home from hospital, ring us before the discharge date and we will plan the first week around it.
What happens at the free home visit?: A senior carer comes to the house for about an hour. We talk through the day as it is now, what is going wrong, and what the person wants to keep doing for themselves. You get a written care plan and a weekly price within two working days.
Can we try a few visits first?: Yes. Many families start with a fortnight of short visits and change the hours once everyone knows each other. There is no minimum term.
What if Mum says she does not need help?: That is very common. We often start with companionship, a cup of tea and a walk, and let the practical help follow once she knows the carer. We never force a visit on someone who says no.

How much does home care cost?: Visits are charged by the hour, from £28 for companionship and £30 for personal care, with 30-minute visits from £17.50. Live-in care starts at £1,150 a week. The full table is on our fees page.
Will the council pay?: Some people get help from their local council after a care needs assessment, depending on their savings and income. We can work alongside council-funded care, and we can top up the hours it covers.
Are there any extra charges?: Weekend visits are £2 an hour more and bank holidays are time and a half. Mileage for trips out is 45p a mile. There is no registration fee and no charge for the first home visit.
How do we pay?: We invoice every four weeks, after the visits have happened, and most families pay by direct debit. Each invoice lists every visit with its time and the carer’s name.

Will it be the same carer each time?: You will have a small team of two or three regular carers, planned around the same times each week. When one of them is on holiday we tell you who is coming, and they will have read the care plan.
How are carers checked and trained?: Every carer has an enhanced background check, two references and our own five-day induction before their first visit. Dementia, moving and handling, and medication training are refreshed every year.
Are your carers employed or self-employed?: All 64 are employed by us, paid for travel time and given guaranteed hours. That is why most of them stay: our average carer has been with us more than four years.
What if we do not get on with a carer?: Tell the office and we will change them, no questions asked. It happens, and it is nobody’s fault.

Still not sure where to start?

A free home visit is the easiest way to find out what would help. An hour, no forms in advance, no obligation.