How quickly can care start?
Usually within a week of the assessment. If someone is being discharged from hospital or a situation has become unsafe, we can often move within 24 to 48 hours. Call us and tell us the deadline you are working to.
How much does care cost?
It depends on the type of care, the number of hours and where you live. We give a clear weekly figure in writing after the assessment, before anything is agreed, and there are no charges for the assessment itself.
Will I get the same carer each time?
Wherever possible, yes. We match carers by location, skills and personality, and we introduce them before the first visit. When someone is on holiday or unwell we tell you who is covering, in advance.
Can we change the care plan later?
Yes. Needs change, and the plan should change with them. Your care manager reviews it with you, and you can ask for a review at any point — you do not have to wait for a scheduled one.
What happens in an emergency out of hours?
Our care line is answered 24 hours a day. If something happens outside a scheduled visit, call the number at the top of the page and you will reach a person, not a voicemail.
What is the difference between your care service and your staffing service?
Our care service looks after people in their own homes, arranged with the family. Our staffing service supplies nurses, carers and senior carers to care homes and local authorities that are short of cover. Both are run from the same Nottingham office, and the same checks apply to everyone who works for us.
Do you provide live-in care?
Yes, where the package justifies it. Live-in usually suits someone who needs help through the day and overnight but does not want to move into a home. It is arranged with a named carer on a rota, with cover for their breaks and days off, so the arrangement is sustainable rather than a single person doing everything.
Can you support someone living with dementia?
Yes, and it is one of the most common reasons families call us. Our carers are trained in dementia support, and we build the routine around what the person still recognises — the same faces, the same times, the same sequence in the morning. We also work with the family on what to do when a bad day happens.
What happens at the first assessment?
A nurse or senior carer visits the person at home, with the family present if they want to be. We talk about what has changed, what help is wanted and what is not wanted. You get a written plan before care starts, and you can change it — it is a working document, not a contract to argue with later.
Are your carers employed by you or self-employed?
Employed. That matters more than it sounds: employed carers are covered by our insurance, receive paid induction and holiday, and are supervised by us. Self-employed carers are common in this sector and leave the family carrying risks they did not agree to.
Can we meet the carer before care starts?
Yes, and we prefer it. A short introduction visit is arranged before the first working visit, so the person knows who is coming and the carer knows the house. If the match is not right, tell us early — changing a carer in week one is far easier than in month three.
What training do your staff have?
All care staff complete mandatory training before their first shift: moving and handling, safeguarding adults, infection prevention, medication, food hygiene, first aid and fire safety. Nurses hold current NMC registration, which we verify rather than take on trust. Refreshers are tracked in the staff portal, so nothing quietly lapses.
Do you cover short-notice and same-day care?
Sometimes. If someone is being discharged today and there is no safe alternative, call us — we will tell you honestly within the hour whether we can staff it. What we will not do is accept the booking and then send someone who has never read the care plan.
How do you handle complaints?
In writing, with a named person responsible and a date. We acknowledge within two working days and answer within twenty-eight. If you are not satisfied with our answer, you can complain to the Care Quality Commission, and we will tell you how — that route is not something we hide.
Can care continue if the person moves to a different area?
Often yes, if the new address falls inside an area we cover. Tell us as early as possible — moving a package means rebuilding a rota, and doing that in a week is realistic, doing it in a day usually is not.
What insurance and registration do you hold?
We are registered with the Care Quality Commission for the regulated activity we provide, we carry public and employers liability insurance, and all staff are enhanced DBS checked before they start. Certificates are available on request — you should never have to take a provider's word for it.
