Frequently Asked Questions (FAQ)

Getting started is simple. Contact our team by phone, email, or through our website
enquiry form. We will discuss your needs, arrange a free assessment, and develop a
personalised care plan tailored to your requirements.

We provide home care and support services across Sunderland, Middlesbrough,
Stockton-on-Tees, Gateshead, Redcar & Cleveland, and surrounding areas in the
North East. Please contact us to confirm service availability in your location.

Our services include:
1. Personal Care
2. Home Care
3. Live-In Care
4. Dementia Care
5. Companionship Care
6. Respite Care
7. Medication Support
8. Hospital Discharge Support
All services are tailored to individual needs and preferences.

We understand that care is often needed at short notice, which is why we aim to
respond as quickly as possible to all enquiries.

Following an initial discussion and assessment of your needs, care can often begin
within a few days. In urgent situations, including hospital discharge or unexpected
changes in circumstances, we may be able to arrange care within 24 hours, subject
to availability and the level of support required.
Before care starts, we will work with you and your family to complete an assessment,
develop a personalised care plan, and ensure that the right support is in place to
meet your needs safely and effectively.
If you require urgent care, please contact our team and we will do everything we can
to support you as quickly as possible.

We regularly review care plans and stay in close contact to ensure your support
remains appropriate. If your needs change, we’ll work with you and your family to
adapt your care quickly and smoothly.

We aim to provide consistency by matching you with a small, dedicated team of
carers who know you well. This helps build trust and ensures continuity of care —
something we take great pride in.

Yes. All our carers go through a rigorous recruitment process, including enhanced
DBS checks, references, and comprehensive training. We regularly monitor
performance and provide ongoing professional development to ensure the highest
standards of care in line with CQC Standards and Skills For Care.

Yes. Our live-in care service provides dedicated one-to-one support from a
professional care worker who lives in your home, enabling you to remain safe,
comfortable, and independent in familiar surroundings.
Live-in care is an excellent alternative to residential care, allowing you to continue
enjoying your own home, routines, pets, family life, and local community while
receiving personalised support tailored to your individual needs.
Our live-in care workers can assist with personal care, medication support, meal
preparation, companionship, mobility, household tasks, and other day-to-day
activities. Each care package is carefully tailored to promote independence, dignity,
wellbeing, and peace of mind for both service users and their families.
We will work closely with you and your loved ones to develop a personalised care
plan and match you with a suitable care worker who understands your preferences,
routines, and goals.

Yes. Our care team provides compassionate, person-centred dementia care
designed to support individuals in maintaining routines, independence, dignity, and
quality of life within familiar surroundings.

Yes. All care staff undergo a rigorous recruitment process, including enhanced DBS
checks, reference checks, right-to-work verification, induction training, and ongoing
professional development.

Yes. We can provide medication reminders, prompting, assistance, and
administration where appropriate and in accordance with an individual's assessed
needs and care plan.

The cost of care depends on the level and type of support required. Following an
assessment, we will provide a clear and transparent quotation based on your
individual needs. Please contact us to discuss your requirements

Depending on your circumstances, your Local Authority may contribute towards the
cost of care following a care needs assessment and financial assessment. We can
provide guidance on available options.

Yes. We support individuals who receive Direct Payments and can work with you to
provide flexible care arrangements tailored to your needs.

We always aim to match service users with care professionals who are best suited to
their needs, preferences, personality, and interests. While continuity cannot always
be guaranteed, we strive to maintain consistent care teams wherever possible.

If your usual care worker is unavailable due to illness, annual leave, or other
circumstances, we will arrange suitable cover from another trained member of our
team to ensure continuity of care.

We welcome feedback and take concerns seriously. If you are unhappy with any
aspect of our service, please contact us as soon as possible so that we can
investigate and resolve the matter promptly and fairly.

Home care allows people to remain in familiar surroundings, maintain independence,
stay connected to family and friends, and receive personalised one-to-one support
tailored to their individual needs and preferences.

You can contact our friendly team by telephone, email, or through our website
enquiry form.
Telephone: 01915 358368 / 07881 153715
Head Office: Suite 1, Boho Zero, 21 Gosford Street, Middlesbrough, TS2 1BB
Branch Office: 4 Admiral Way, 26D Regus House, Doxford International Business
Park, Sunderland, SR3 3XW