Helpful information
Questions families often ask
Choosing care can feel unfamiliar. These answers explain our approach, scope and what happens next.
Ask a question01What is domiciliary care?
Domiciliary care is support provided in a person’s own home. It may include personal care, help with daily routines, companionship, meals, medication support and assistance to maintain independence.
02Who can receive support?
We support adults aged 18 and over where our trained team can safely meet the person’s assessed non-clinical needs. Every enquiry is considered individually.
03How does care begin?
We start with a conversation, followed by an assessment when appropriate. We agree a personalised care plan before visits begin and review it at regular intervals.
04Can family members be involved?
Yes, where the person wants this or where a representative is legally authorised to be involved. We agree how and when appropriate updates should be shared.
05Can carers support with medication?
Medication support can be provided after assessment and must be recorded in the care plan and MAR or eMAR. We do not prescribe medicines or provide injections and other nursing procedures.
06Do you provide dementia care?
Yes. Our dementia support is person-centred and shaped around familiar routines, communication, reassurance, personal care and meaningful daily life. It is not specialist clinical dementia treatment.
07Do you provide overnight or live-in care?
We can consider overnight and live-in arrangements following a detailed assessment. Availability, risks, staffing and the type of overnight support required must all be agreed before care begins.
08Will I always have the same carer?
We aim for continuity and careful matching. A small team may be needed so care remains reliable during sickness, leave or changes in availability.
09Are care professionals checked and trained?
Our safer-recruitment process includes identity, right-to-work, employment-history, reference and enhanced DBS checks, followed by induction, training, competency assessment, supervision and spot checks.
10Which areas do you cover?
Our initial service area is Newham and Barking & Dagenham. We confirm availability for each postcode before arranging an assessment.
11What services are outside your scope?
We provide domiciliary personal care and non-clinical support. We do not provide injections, wound care, catheter insertion, PEG feeding, nursing procedures or emergency medical treatment.
12How do I raise a concern or complaint?
You can speak to any member of the team, email us or use the complaints and feedback form. Raising a concern will not affect the care or respect a person receives.
Looking for more detail?
Our Service User Guide explains what to expect before, during and after care begins.
Let’s talk about the care you need.
A warm, straightforward conversation is the first step.