How we work
Six simple steps to starting care
Nothing is agreed until you have seen a written care plan and a written price. Most people are surprised how little commitment there is at the start.
The process
From your first phone call to regular reviews
This is the whole thing. There is no stage we have left out and no fee hidden in any of them.
- 01
You get in touch
A phone call or a form. We listen, and we tell you honestly whether we are the right fit. There is no charge and no obligation at this stage.
- No obligation
- Honest answer
- 02
We visit and assess
Free, no obligation, in the home. We look at the needs, the risks, the stairs and the routine. The person can choose whether they would like family members, an advocate or another representative to attend.
- Free visit
- Risk assessment
- 03
We write the care plan together
We write the care plan with the person and, with their consent, involve their family or representatives. Then you get it in writing, with a costed quotation. We do not publish prices because we do not know your needs yet.
- Written quotation
- Written with you
- 04
We match the right carer
We consider preferences, personality, communication, support needs and shared interests. Wherever possible, we introduce the proposed carer before care begins and welcome your feedback.
- Matched to you
- Meet them first
- 05
Care starts
We check in during the first week, because the first week is when small things need fixing.
- First-week check-in
- Named coordinator
- 06
We review, and keep reviewing
Needs change. The plan changes with them, and you always know who to call when something is not right.
- Regular reviews
- Plan changes with you
The assessment
What actually happens at the free visit
This is the step people are most nervous about, so here is exactly what it involves.
It is free, and there is no obligation
No charge and no pressure at the end of it. If you decide not to go ahead, that is a perfectly normal outcome.
It happens in the home
Because that is where the care happens. We look at the stairs, the bathroom, the kitchen, the lighting and the routine — not just the person.
It takes about an hour
Sometimes longer. We would rather spend the time now than get the plan wrong and have to unpick it in week three.
Family are welcome
The person can choose whether they would like family members, an advocate or another representative to attend. If someone cannot make it, we can do part of it on the phone with them.
We assess risk honestly
Moving and handling, falls, medication, skin, nutrition, and what happens in an emergency. Written down, and shared with you.
You get it in writing
A care plan and a costed quotation afterwards, so you can compare properly rather than from memory.
Cost
Why we do not publish a price list
The cost depends on the type, timing and level of support required. Following the assessment, we provide a clear written quotation.
After the free assessment you get a written quotation covering exactly what is included, how long each visit is, and what happens if needs change. You can take it away and compare it with anyone else’s. There is no charge up to that point and no obligation afterwards.
We can explain common funding routes, including local-authority support, NHS Continuing Healthcare, direct payments and Attendance Allowance. Eligibility is decided by the relevant organisation.
What the quotation covers
- The visit length and how many visits a week
- Exactly what the carer will and will not do
- Weekend, bank holiday and night rates where they apply
- Mileage or travel, if any applies to you
- What happens if needs change, and how notice works
For social workers, commissioners and discharge teams
A referral answered in hours, not weeks
We take referrals from local authorities, ICBs, hospital discharge teams, case managers and solicitors. You get a named contact, a written response and a costed proposal on a timetable you can plan around.
- 2 working hoursWe acknowledge your referral
- 1 working dayA named coordinator responds
- 2 working daysA costed proposal, or an honest no
These times apply during our normal office hours.
How much does home care cost?
We do not publish rates, because a price quoted before we have met you is a guess. After the free assessment you get a written quotation covering exactly what is included. There is no charge and no obligation up to that point.
What is the shortest visit you do?
One hour. Our minimum visit is one hour because we believe meaningful and dignified support should not feel rushed.
Will it be the same carer every time?
We aim to provide a small and consistent care team. Holidays, sickness or emergencies may require another suitable carer.
Can we meet the carer beforehand?
Wherever possible, yes. For urgent care, an introduction may not always be possible before the first visit.
What happens outside office hours?
Outside office hours, our on-call service supports people who are already receiving care. New enquiries can leave a message, and our team will respond as soon as possible during office hours. If someone is seriously unwell or in immediate danger, call 999. For urgent medical advice, contact NHS 111.
How quickly can care start?
Care may begin within a few days of the assessment, depending on the person’s needs and suitable carers being available.
Are your carers DBS checked and trained?
Every carer has an enhanced DBS check, two references and a full induction before they work alone, plus ongoing training in the areas they support.
Do you work with the council or the NHS?
Yes. We accept privately funded, local-authority and eligible NHS-funded care packages.
Start with a conversation
No script and no pressure. Tell us what support is needed and we will tell you honestly whether we can help.