Frequently Asked Questions
Clear, compassionate answers to help you feel confident about choosing the right care
If you’re unsure about anything, you’re not alone — these are the questions families ask most often.
Rated Good by the CQC — inspected March 2023
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About Our Care
What types of care do you provide?
We support adults who want to live safely and comfortably at home. This includes personal care, companionship, dementia support, help around the home, night care, respite care, and more. You can explore everything we offer on our All Services page.
How do you personalise care for each person?
We start with a friendly home visit to understand routines, preferences, health needs, and what matters most to you. From there, we create a tailored plan that reflects your goals. You can learn more about our approach on How Our Care Works.
Can I choose the days and times of my visits?
Yes. You’re in control of your schedule. We work with you to agree visit times that fit your routine, and we aim to keep them consistent. If you’d like to discuss availability, you can reach us through Contact Us.
Will I have the same carers each week?
Yes. We prioritise continuity, so you’ll be supported by a small, consistent team who get to know you well.
Starting Care
How quickly can care begin?
Most care can start within a few days, depending on your needs. If the situation is urgent, we’ll do everything possible to arrange support sooner. You can begin the process on How Our Care Works.
What happens during an initial assessment?
A senior member of our team visits you at home to learn about your routines, preferences, health needs, and goals. It’s relaxed and designed to help us understand how to support you best. More details are available on How Our Care Works.
Do I need a referral from a doctor or social worker?
No. You can contact us directly. If you already have professionals involved, we’re happy to work alongside them. You can reach us through Contact Us.
Can family members be involved in setting up care?
Absolutely. Family input is welcome and often very helpful. Our Our Story page explains how we work in partnership with families and what matters to us as a team.
Costs & Funding
How much does home care cost?
Costs depend on the length and type of visit. We’ll provide a clear, written breakdown before anything begins. If you’d like a personalised quote, you can get in touch through Contact Us.
Can I use direct payments or personal budgets?
Yes. We accept direct payments, personal budgets, and privately funded care. If you’re unsure how any of it works, we’re always happy to talk it through and help you find the best option for you. You can reach us anytime on our Contact Us page.
Do you offer short-term or flexible care?
Yes. Whether you need temporary support after a hospital stay, respite for a family carer, or ongoing daily visits, we can tailor a plan that fits. You can explore options such as Respite Care, Hospital to Home, and Holiday Care.
Is there a mimimum number of visits per week?
We keep our minimums fair and flexible so people can access the support they need. If you’d like to discuss your situation, reach out via Contact Us.
Do I need to pay a set up or deposit payment before I can start?
No. We don’t charge any set‑up fees or require a deposit. You only pay for the care you receive, and we’ll always explain costs clearly so you know exactly what to expect.
Carers & Training
Who are your carers?
Our carers are compassionate, skilled professionals who genuinely care about making a difference. You can learn more about them on Meet Our Care Team.
What training do your carers receive?
Every carer completes accredited training in personal care, medication, dementia, safeguarding, infection control, and communication — and that’s only the foundation. Our team also receives ongoing, enhanced training to ensure they’re fully equipped to support you with skill, confidence, and compassion.
Are your carers DBS checked?
Yes. All our carers have an enhanced DBS check and go through thorough background screening before they start supporting clients. We take safety seriously, so every member of our team is carefully vetted and chosen with great care.
Will carers wear a uniform?
Yes. Our carers wear a professional uniform and carry ID badges so you always know who is at your door.
Safety & Safeguarding
How do you ensure clients are safe?
Safety is built into everything we do. We carry out risk assessments, train staff thoroughly, monitor care quality, and stay in regular contact with clients and families. You can learn more about our approach on How Our Care Works.
What should I do if I have a concern?
You can contact us at any time. We take concerns seriously and respond promptly. You can find our details on Contact Us.
How do you protect people with dementia or reduced capacity?
We follow best‑practice safeguarding guidance and work closely with families and professionals. You can learn more about our dementia‑friendly approach on Dementia Care.
Do you handle medication safely?
Yes. Our carers are fully trained in medication support, record‑keeping, and safe administration. They also receive ongoing training to keep their skills up to date, so you can feel confident that your medication is handled safely and professionally.
Is your service regulated by the Care Quality Commission (CQC)?
Yes. We are fully regulated by the Care Quality Commission (CQC), which means our service is independently inspected and held to national standards of safety, quality, and professionalism. We have been inspected and currently hold a ‘Good’ rating, reflecting the consistency and care we provide. You can learn more about how we maintain high standards on our How Our Care Works page.
Day to Day
What can carers help with during a visit?
Visits can include personal care, washing and dressing, meal preparation, medication support, mobility assistance, light household tasks, companionship, and help with appointments or errands. You can explore these in more detail on Personal Care, Companionship, and Help Around the Home.
Can you support people with dementia?
Yes. Our team is trained in dementia care and understands how to support people with patience and reassurance. Visit Dementia Care for more information.
Do you help with meals and nutrition?
Absolutely. We can prepare meals, encourage hydration, support special diets, and help with shopping if needed. Our carers are used to working with all kinds of routines and preferences, so we’ll always make sure meals and drinks are handled just the way you like them.
Can carers accompany me to appointments or social activities?
Yes. We can support you with medical appointments, community activities, or simply getting out for some fresh air. Whatever helps you stay connected and active, we’re happy to assist.
Family Involvement
How will my family be kept informed?
We keep communication open, transparent, and centred around your wishes. With your permission, family members can have access to CareLineLive, where they can see visit notes, updates, and day‑to‑day information in real time. We also carry out regular six‑weekly reviews to check in, gather feedback, and make sure everything is working well for you.
Can family members give feedback or request changes?
Yes. We welcome feedback from both clients and families. If something needs adjusting, we’ll work with you to make it right. Families can share feedback during reviews, through CareLineLive, or by getting in touch with us directly — whatever feels easiest.
What if my family lives far away?
Distance doesn’t have to get in the way. With your permission, family members can follow daily updates through CareLineLive, and we can arrange regular check‑ins by phone or email so your loved ones stay informed and reassured.
Can family members be present during visits?
Of course. It’s your home and your care. Some families like to be involved; others prefer to give space. We’re comfortable with either and will always follow your preferences.
