Frequently asked questions

Call 01634 377 755 or send an enquiry. A care coordinator will talk through what is happening and, if homecare looks like the right answer, arrange a free assessment at home. There is no charge and no obligation at any point before you agree a package.

It depends on how many visits you need, how long each one is, the time of day, and whether two carers are required. We give you a written cost at assessment. We do not publish a headline hourly rate because it is almost never what a real package works out at, and quoting one would be misleading. If you are not sure how you would pay for it, our paying for care page covers self-funding, council funding, direct payments and NHS Continuing Healthcare.

Possibly. Adult social care funding in England is means-tested and depends on a needs assessment by your local council. If you have not had one, you can request a free care needs assessment from your council: anyone who appears to need care is entitled to one. We hold contracts with local councils and can also work alongside a direct payment or personal budget. NHS Continuing Healthcare may apply where needs are primarily health-related. See our paying for care page for all the routes in one place.

Generally, no. The NHS funds nursing and clinical care; help with washing, dressing, meals and daily living is social care and is arranged and means-tested through the local council. The exception is NHS Continuing Healthcare, where the NHS funds a full care package for people with a primary health need. Your GP or social worker can explain whether that might apply. More on paying for care.

That is what we build rotas to achieve, and it is the single thing families tell us matters most. Complete consistency is not achievable in any homecare service (carers take annual leave and get ill), but you should know the small team supporting you, and be told in advance when someone different is coming.

This is common and it is rarely about the care itself: it is about privacy and losing independence. What helps is involving them in the decisions: which tasks they want help with, when visits happen, and meeting the carer beforehand. Having a genuine say in it is usually what changes someone’s mind. Start with less help than you think is needed rather than more.

Yes. We provide in-house transport to and from appointments, social clubs and days out, and carers can accompany someone throughout rather than just dropping them off.

Tell us early and we will change it: a different carer, a different visit time, a different approach. If you want to stop altogether you can, subject to the notice period in your agreement. We also have a formal complaints procedure, and you can raise concerns with adult social care or the CQC at any point without coming to us first.

Yes. Every member of staff holds an enhanced DBS check obtained through Rapid Care, has verified references and right-to-work documentation, and completes the Care Certificate along with mandatory training. All staff carry photo identity badges. If you are ever unsure who is at your door, ask to see it and call the office to confirm before letting anyone in.

Not directly by us. In England, if the person you care for receives a direct payment from the council, it can sometimes be used to employ a relative, but councils apply restrictions and it is not usually permitted for someone living in the same household. You may be eligible for Carer’s Allowance if you provide at least 35 hours of care a week and meet the earnings conditions. Your council’s carers’ service can advise.