27 questions, answered properly

Call us on 07720 829727 or send an enquiry through this website. We will have a short conversation about what is happening, then arrange a free care assessment at home. If it all makes sense, we agree a care plan and a start date. There is no charge at any point before care begins.

We come to the home, we listen, and we look at the practical realities — the stairs, the medication, the routine, what the person actually wants help with as opposed to what everyone assumes they need. It usually takes around an hour. It is not a sales visit and there is nothing to sign.

It depends on the rota and on how complex the support is. Sometimes within a few days; sometimes longer if we need to recruit for a particular pattern. We will give you a realistic answer at the assessment rather than an optimistic one that falls apart later.

Tell us it is urgent when you call and we will be straight with you the same day. Care can sometimes begin within 24 hours, and occasionally sooner — but only where we can complete the assessment, have the information we need to write a safe care plan, and have suitable carers genuinely available. All three have to be true, so we cannot promise it in advance. Where we can do it, we will say so; where we cannot, we will tell you that too rather than leave you waiting on a maybe.

No. There is a seven-day cooling-off period from the start of care: you can cancel immediately, and you pay only for care you have already received. After those first 7 days, the normal 2-week notice period in your care agreement applies.

Yes, and many families do. A single 30-minute morning call is a perfectly sensible beginning, and it is often much easier for someone to accept than a full package. Care can always be increased later.

No. There is no minimum weekly frequency — care is arranged around what is actually needed, subject to assessment and carer availability. Some people have one call a week, others four a day. What we do have is a minimum visit length: 30 minutes is the shortest visit we provide on its own. A 15-minute call is only ever added for a second person in the same home while a carer is already there, such as a husband and wife.

Our published rates are £20 for a 30-minute care call, £27 for a 45-minute care call and £31.50 for a 1-hour care call. Those prices apply to every service we provide — there is no premium for a specialist-sounding service. Shorter calls are occasionally arranged where a care plan genuinely calls for one; the cost calculator on our pricing page lets you model that.

No. There is a £0 setup fee, the care assessment is free, and there is no charge for arranging or reviewing a care plan.

No. The published visit price is the whole price. There is no mileage charge, travel surcharge or out-of-area premium added to your invoice.

Our published rates are the rates we quote. If any variation would ever apply to your particular arrangement, it will be set out in writing before care begins rather than appearing on an invoice afterwards.

Possibly. Depending on circumstances, support may be available through your local authority's adult social care team, or through NHS Continuing Healthcare in some situations. We are not a funding advice service and we will not pretend to assess your eligibility, but we will point you towards the right people to ask.

Your first 30-minute care call is free. It is a genuine visit, not a sales appointment — a chance to see how we work and for the person receiving care to meet a carer before committing to anything.

Yes, both. Live-in care places a carer in the home to support daily life as set out in the agreed package. Overnight care covers the night itself, as either a waking night or a sleeping night. Neither carries a published price — both are quoted as tailored packages once we know what is actually needed.

No, and no honest provider would say otherwise. A live-in carer has agreed rest and break periods — typically around two hours a day. Where the care package requires it, another carer covers that period so support continues. The arrangement is written into the care plan before care begins.

These are two different services. On a waking night the carer remains awake throughout the night and is available to provide support as required. On a sleeping night the carer is permitted to sleep but can be woken to help when necessary. A sleeping night includes up to three occasions of being woken; if assistance is required more than three times, it is treated as a waking night and additional charges apply. Waking nights cost more because the carer is working the whole time. Which one is appropriate is a safety question, and we will give you a straight answer.

We aim to provide regular carers and organise clients into consistent rounds. We do not promise that it will be the identical person at every single visit — leave, illness and rota changes are real, and any agency claiming otherwise is overpromising. What we can say is that keeping rounds tight and local makes familiar faces far more achievable.

Yes. Enhanced DBS checks, identity verification and references are completed before anyone visits a person's home, and induction is completed before independent working.

Yes. Our carers can prompt, remind and administer medication in line with the agreed care plan, our medication policy and each carer's training and competency assessment. What we do not do is prescribe, give injections or make clinical decisions — those sit with the GP or district nursing team. Medication support has its own page, because many families do not realise it is available.

Tell us. It is not awkward and it is not a complaint. Personalities differ, and a poor match helps nobody — we would far rather change the carer than have someone dread a visit.

Yes — light household support, meal preparation, shopping and errands are part of what we do, either as their own visit or alongside personal care in the same call.

We actively accept clients in Burton upon Trent, Swadlincote, Tutbury, Barton-under-Needwood, Repton, Ashby-de-la-Zouch, Stretton, Branston, Winshill, Stapenhill, Newhall, Woodville, Church Gresley, Overseal, Donisthorpe, Alrewas and Walton-on-Trent. In postcode terms that is broadly DE11, DE12, DE13, DE14, DE15, DE65, LE65. If your address is near the edge of that list, ask us — we will give you a straight yes or no rather than a maybe.

That is agreed with you and written into the care plan — a key safe, a family member letting us in, or the person answering the door themselves. Nothing is arranged informally or left to be worked out on the doorstep.

Visit notes are recorded in Birdie, our digital care planning system, so there is a written record rather than a recollection. Everyone supporting the person is working from the same picture.

We contact you. Information about a delay is useful at the time, not as an explanation afterwards. Keeping our rounds tight is the main way we avoid the situation arising.

Yes — as a homecare agency for the regulated activity of personal care, under location ID 1-27095662090. The service has not yet been inspected, so there is no rating to show. Our CQC page explains what that means and links to the official record.

Call us first if you feel able to; most things are resolved fastest that way. If you would rather raise it formally, our complaints procedure sets out the steps and timescales. You can also contact the CQC independently at any point, without telling us first.