Terms of care

These terms apply to care provided by Wrenmoor Home Care Ltd, registered in England, company 00000000. They sit alongside the written care plan agreed with each client.

The care plan

Before care starts we agree a written care plan with the client and, where they wish, their family. It sets out the visits, their times and lengths, and the tasks at each. We review it at least every six months, and whenever needs change.

Visits

Carers arrive within 30 minutes of the agreed time. If a carer is running later than that, the office will ring to let you know. Visits are charged for their planned length unless we agree otherwise.

Fees and invoices

Our current fees are published on the fees page. We invoice every four weeks in arrears and payment is due within 14 days, usually by direct debit. We give at least four weeks' written notice of any change in our fees.

Changing or cancelling visits

Single visits cancelled with less than 24 hours' notice are charged in full, except when the client has gone into hospital. Regular hours can be changed at any time with a week's notice.

Ending care

Either side can end the agreement with two weeks' written notice. No notice is charged if a client moves into a care home or hospital for a long stay, or dies.

Complaints

Tell any member of staff or write to the registered manager. We acknowledge complaints within two working days and reply in full within 20. If you are not satisfied, you can contact the [care regulator] or [ombudsman or complaints scheme].