View Our FAQs

Will I Always Have the Same Care Staff?

We value continuity and consistency as they are essential elements of good quality home care. We work on a system of established care “rounds”, where the same staff work with the same customers in regular patterns of service. Our team are also aware that our staff members have alternative weekends off, and therefore, we also need to ensure adequate cover for days off, holidays, and sickness. So whilst you will have regular carers, there will be occasions when other staff will be needed to cover.

Are All Staff Police Checked?

Yes, all staff are subject to an enhanced disclosure with the Disclosure and Barring Service.   All staff are checked for offenses against adults and children to ensure maximum protection for our customers.

What Checks Are Made About Staff Before They Are Employed?

Prior to commencing employment, all staff are required to complete an employment application form which includes skills, knowledge, experience, health conditions, an and address verification. Following an in-depth interview, they are asked to supply two references, one of which must be from their last employer. At this point we also apply for a Disclosure and Barring Service.
Before commencing work, they undergo a thorough induction training programme, which includes all aspects of care, including moving and handling training. After induction, they spend time with a senior member of staff while “shadowing” them in the community. This training period is used to evaluate their suitability for the role.

What Happens If Someone Is Ill?

If your planned care worker is taken ill, we arrange for a replacement member of staff to come to you. Replacement staff are fully briefed about your needs and you are contacted beforehand to inform you of the change that has been made.

What Will My Care Cost?

If your care is organised via the local authority or health authority, they will inform you of the costs. They will ask you to pay a contribution towards the cost of your care.
If you are a private customer, the full details of all costs will be contained within the service agreement that is drawn up when you sign up as one of our customers.

Do the Staff Carry Identity Cards?

Yes, all our staff members are issued with identity cards and should always have it on them. We advise our customers not to let any worker in without verifying their identity

How Do I Pay?

If you are receiving a service that is commissioned by the local authority or the health authority, you will receive a bill from them. You will not be required to pay anything to us. 

If you are a private customer or if you have a Direct Payment, we can arrange for you to set up a direct debit for your service. Depending on the level of service, you may wish to pay four weekly, fortnightly or, in exceptional cases, a weekly payment.
If you do not want to pay by direct debit, we also accept cheques drawn against a bank-guaranteed card. For further discussions on alternatives, please contact our offices. We will be happy to assist.

Does the Bill Come to Me or Can It Go to My Next of Kin?

It is entirely your choice as to who is the most suitable person to deal with the payment for care. We would be happy to send invoices to your next of kin if this is more appropriate.

How Do I Make a Complaint About the Service I Receive?

Details of our compliments and complaints procedure are detailed in our Service User Guide. If you are unhappy with any aspect of the service, we would encourage you to contact our offices either by phone or in writing to inform them of the cause of concern.  You can also give us Comments, Compliments or Complain using the form under Testimonials.

How Do I Pass on a Compliment About the Service I Receive?

We are always pleased to receive compliments and feedback about our services, and we are particularly keen to make sure that staff receive a copy of all compliments. If you wish to pass on a compliment, you can do so in writing or by telephone to your local office. This should be addressed to either to your care co-ordinator or the branch manager.  You can also give us Comments, Compliments or Complain using the form under Testimonials

Do I Have to Pay If I Cancel a Call?

This will depend on the amount of notice you are able to give. The more notice we have, the less likely you are to be charged.

What Insurance Cover Do You Have?

The company has extensive insurance cover, including employers and public liability cover. We also have cover for the work undertaken by our staff in your home. However, we do not cover normal wear and tear.  If you have something that is of sentimental or valuable, we would ask that you put this in a safe place.  Please also ensure that  there is sufficient space to allow our staff to safely provide care, to avoid accidents or unintentional damage or loss.