We understand that having someone in your home can be a daunting prospect, and we will work with you to ensure you get a choice of carers that match both your personality and care requirements.

There is no fixed timescale for this, and in our opinion the decision to appoint a carer should not be rushed, so we will spend as long as it takes to ensure the right candidates are shortlisted. Typically we can start sending over carer CVs for you to review within 24 hours of your initial assessment. In the event that your need for care is urgent, we can usually provide a same-day or next-day carer.

All of our carers are DBS checked to ensure they are suitable to work with vulnerable people, and must have at least one year’s experience working in the UK. Prior to registration, our recruitment team carries out two interviews, of which at least one will be in person. Once we are satisfied that the candidate is of the standard that we expect, we then take up at least two references to ensure we get a complete picture of the individual.

It is perfectly natural to build a rapport with your carer, our staff are handpicked for exactly this reason, and with that in mind we will try to ensure that you see your preferred carer. In order to maintain consistency of the service we provide, as part of the selection process we will identify a number of additional carers that can provide support or relief to your usual carer, so the person in your home is always familiar with you and your needs.

There will inevitably be some occasions when your preferred carer might fall ill or be unable to attend for a reason outside of their control. In these instances we will always notify you beforehand, and ensure the replacement is of the calibre that you would expect from us. Typically we endeavour to ensure that more than one carer is known to you and aware of your routine, so they can be contacted in a situation where your normal carer cannot attend.

Before we set up a carer for your service, we will do an assessment to meet all
your assessed needs. Should there be further issues with the carer that they are not the
best fit we will be happy to find another provider/ carer.

We try to be as flexible as you need us to be, and you can chose how much/little care you wish to receive on a weekly basis if this suits you. We just ask that you try and give us at least 24 hours’ notice if you need to cancel an appointment. For those receiving care for the first time, we know that it is not always clear what hours will be required. New care packages often evolve over the first few weeks, and if your circumstances change. This is normal and we will work with you closely to ensure that ongoing arrangements are meeting your needs.