Frequently Asked Questions

 Yes—we offer free cancellation of care calls when needed, as long as the carer hasn’t already arrived at your home. We understand that life is unpredictable, and we’ll always do our best to be flexible. 

 We’ll place your care package on hold while you’re in hospital, and stay in touch if you’d like us to. We can liaise with your family, hospital staff, or discharge team to ensure everything is ready for your return. Your wellbeing matters to us—even when we’re not providing direct care. 

 Absolutely. We believe care should evolve with your needs. Whether it’s a change in schedule, support type, or emotional wellbeing, we’ll work with you to review and adapt your care plan regularly 

 Yes—you can state your carer preferences, and we’ll do our best to match you with someone who feels right. We consider personality, communication style, cultural needs, and continuity of care when building your support team. 

You can contact us directly by:

• Calling the office
• Emailing us
• Speaking to a team member in person

We take all concerns seriously and aim to resolve them with care and transparency. If you’re not satisfied, you can also escalate your complaint to:

• The Local Authority (if your care is funded or arranged through them)
• The Care Quality Commission (CQC) if it relates to regulated care

We’ll support you through the process and ensure your voice is heard.

24/7! We offer flexible support across mornings, afternoons, evenings, and overnight—depending on your needs and availability. We’ll work with you to build a care plan that fits your routine and preferences 

We prioritise continuity of care wherever possible. While occasional changes may happen due to availability, we aim to keep your support team consistent so relationships can grow over time. 

We’ll provide a clear breakdown of costs before care begins. Invoices are issued monthly on the 1st of every month for the previous month, and payments can be made by bank transfer or direct debit. If you receive funding from the local authority or NHS, we’ll help coordinate with them too 

 Yes—your care records are yours. We keep secure, up-to-date notes that you or your nominated family member can access at any time. Transparency is part of how we build trust. 

 We offer both regulated and non-regulated care, including support for people with physical disabilities, dementia, sensory impairments, and long-term conditions. We’ll work with you to understand your needs and tailor support accordingly. 

 Yes—our team is trained in emotionally intelligent and trauma-informed practice, meaning we approach every person with sensitivity, respect, and an understanding of how past experiences may shape present needs. 

 You’re not alone, and there are options. If your funds are running low, we can help you contact your local authority to request a financial assessment. This may lead to funding support based on your income, savings, and care needs. We’ll guide you through the process, help gather the right information, and stay alongside you every step of the way. 

 Please don’t panic. We understand that circumstances can change, and we’re here to help. Contact us as soon as possible, and we’ll review your care arrangement together. We may be able to adjust your package, explore funding options, or offer a temporary pause while things stabilise. Our priority is your wellbeing—and we’ll always approach financial difficulty with compassion and discretion. 

 Yes—we specialise in gentle transitions. We’ll work with you, your family, and hospital staff to ensure a smooth return home. That includes updating your care plan, supporting with medication or mobility changes, and offering emotional reassurance. We’ll visit, check in, and stay close until you feel settled 

 If you’re moving into respite or residential care, we’ll help with the handover process. That may include sharing care notes, training other staff, or offering emotional support during the transition. We can also stay in touch—visiting or checking in if you’d like—until you feel comfortable in your new setting. 

 Absolutely. We’ll help you rebuild your care package, update your support plan, and ease the transition back home. Whether you need practical help, emotional reassurance, or just a familiar face, we’ll be there to walk alongside you.