Frequently Asked Care Questions

Yes, although we do ask that this is agreed at the outset of the agreement so we can ensure we place the right care worker with you and ensure all of the correct paperwork is in place. Any mileage undertaken by the client will be charged at 45pence per mile (correct as of January 2026 and subject to change). It might be possible for the care worker to driver the clients car should they wish but again this must be agreed at the outset to ensure all paperwork is in place. The client will be responsible for all costs associated with this.

Our goal is for you to be happy with your care and (on a personal level) your carer. When we first meet you, we will ask you an extensive list of questions about your routine, your likes and dislikes and try and match you with someone we believe will be a great carer (and where possible a good friend too). We will always give you the opportunity to meet your carer before asking you to commit. All our staff are directly employed by us. Our carers are regularly vetted and undergo our thorough training programme. We will never bring in self-employed carers (unlike some agencies). As such it might take a little longer to find the right person for you, but it will be worth it in the end. As a family run business we will ensure that your carer has the appropriate skills, training and personality to meet your needs.

In order for us to provide you with a live in carer you will need to be able to provide the following: 1. Your carer must have their own dedicated bedroom 2. Broadband internet connection – (alternatively we can provide your carer with mobile broadband for a small surcharge) 3. A gas safety certificate if appropriate 4. A set of keys

All of our carers undergo the skills for care training certificate. A list of the modules can be seen here. Any time one of our carers enters a new home it will always be done in the presence of a senior member of staff that can help smooth the transition and ensure the care worker is trained to attend to the client exactly how they want. All members of staff undergo annual refresher training in 9 key areas to ensure they are always working in line with current practices. As well as their basic training all our carers receive additional training in • Dementia Awareness • End of life • Conflict Management • Customer Service • Mental Capacity Act • Diet, Nutrition and Hydration If you have a specific need we will always ensure that the care worker assigned to you is properly trained to meet it.

We ensure that all of our live in clients are with 45 minutes reach (We have offices in both Godalming and Odiham). Our offices are open from 8 am to 5.30pm Monday to Friday. Outside of these hours there is a 24 hour number our team can call should they need any help or advice. We have a dedicated live in care manager Helen, with 15 years’ experience in the care sector. Helen visits all clients and carers weekly at first to ensure everything is running smoothly. When Helen is satisfied that both the client and carer are happy with the way things are going the visits will drop to fortnightly but there might always be the odd surprise drop in visit from another member of the senior management team to ensure standards are being maintained.

At the initial assessment our care manager will agree a care plan with you and/or your next of kin for. The plan outlines the care you will receive and is reviewed and updated every six months. The plan can also be revised at any time you, your next of kin, your care worker or our care manager believe a change is required. This care plan is inputted into our electronic care monitoring system. Any time a key part of the care plan is followed such as assisting to administer medication, providing a meal, bathing, assisting you to get out of or into bed or cleaning it is the responsibility of the care worker to update the system to show this has been completed or if not completed to provide a reason why. This system can be monitored in real time by head office staff . If a task has not been completed an instant alert will be sent to the care managers who can contact the care worker immediately. What's more all clients homes have an NFC tag added. This uses the same technology as contactless payment, When a care worker enters the property they tap in and when they leave they tap out. This allows us to ensure that staff are starting and ending calls at the agreed time. A report of all tasks completed can be provided to the client or a next of kin should this be requested.

By engaging with Carers at Home as your live-in care agency we will ensure your live in care worker is fully trained and has all the experience necessary and we will ensure their training is up to date. In addition to this your live-in carer will be fully employed by Carers at Home which means we will undertake an enhanced DBS check,(https://www.gov.uk/government/organisations/disclosure-and-barring-service/about) we will also check the live-in carers right to work (https://www.gov.uk/check-job-applicant-right-to-work)in the UK and we will ensure that the live-in carer undertakes their work in line with the complex UK employment law. What's more when your main live-in carer is away on a break, on annul leave or is ill we will ensure that another suitably qualified live-in carer is in situ to ensure continuity of care

At Carers at Home, we believe in openness and transparency when it comes to the cost of live in care services. Unlike many providers, we charge a consistent rate to all clients—regardless of how care needs evolve over time. We never increase fees simply because support becomes more complex. The only time your fee would change is if we’re providing additional hours of care. Live in care fees start at £1,550 per week To view our up to date live in care visits visit our live in care fees page.(https://www.carersathome.com/live-in-care/fees)

We’ve brought together some of the most frequently asked questions from people looking for care for the first time, all in one easy‑to‑use place. Whether you’re exploring support for yourself or a loved one, these FAQs are designed to give clear, reassuring answers and help you understand what to expect from arranging care at home.

Yes. All care workers receive first aid training as part of their initial training and this is refreshed on an annual basis.

Booking home care with us is simple and stress‑free. 1. Contact our office The first step is to get in touch with our team on 0330 6 33 44 55. We’ll talk you through who we are, the types of care we offer, and our pricing, and answer any initial questions you may have. 2. Arrange a no‑obligation home visit If you’d like to explore things further, we’ll arrange a visit to your home for a free, no‑obligation assessment. During this visit we will: • carry out a detailed assessment of your needs, wishes and goals • discuss your routines, preferences, and the kind of support that would suit you best • complete a full health and safety risk assessment to ensure care can be delivered safely for everyone involved 3. Review your personalised care plan Once the assessment is complete, we’ll talk you through the next steps and make sure you have all the information you need to make a confident, informed decision. You’re under no pressure or obligation at any stage — we’re simply here to help you understand your options and choose the care that feels right for you.

Yes. We employ all of our care workers directly — we never use agency staff and we never act as a “middle man”. By recruiting, training, and supporting every member of our team ourselves, we can ensure they work to the highest possible standards and deliver the level of care our clients deserve.

Because of the level of detail required to safely and professionally start a new package of care — including completing thorough risk assessments, introducing carers and clients, and preparing a detailed, person‑centred care plan — we kindly request a minimum notice period of six weeks.

Unlike some larger agencies with a constantly changing staff team, we focus on continuity. We will match you with one or two main carers who will get to know you well and provide the majority of your day‑to‑day care. This helps build trust, consistency, and a comfortable routine. There may be occasions when a different carer supports you — for example, when your regular carers are on annual leave or unwell — but we will always ensure they are fully briefed so your care continues smoothly

All of our care workers are required to complete the full theoretical training for the Skills for Care Care Certificate. Once this is complete, they move on to practical, hands‑on training, delivered directly by our Registered Manager, which typically lasts three to five days. Following their practical training, each new care worker completes around 4–6 weeks of supervised work experience, allowing them to build confidence, apply their learning, and demonstrate competency before being issued with their Care Certificate. As they gain experience, we actively encourage our care workers to continue their professional development. Many progress to achieve their Level 3 NVQ in Adult Social Care, with the option to advance to Level 5 leadership and management qualifications should they wish to further develop their career in care

In order to provide personal care to our clients, we are legally required to be registered with the Care Quality Commission (CQC). This registration means we must meet — and continually evidence — the highest standards of safety, quality, and governance in line with national regulations. We are also proud to have been delivering care on behalf of Surrey County Council for the past 15 years. This long‑standing partnership is a testament to the quality of our service, our commitment to excellent care, and the strong relationships we build and maintain with both clients and professionals across the community.

Choosing the right home care provider is an important decision, and taking a little time to compare options can give you peace of mind. Here are the key things to look for: 1. Check CQC Registration and Ratings All providers offering personal care must be registered with the Care Quality Commission (CQC). Their inspection reports will tell you how safe, effective, caring and well‑led the service is. 2. Look for Experience in the Local Area Long‑standing providers tend to have strong local relationships and a good understanding of Surrey’s health and social care network. For example, we have been supporting Surrey County Council for over 15 years, which reflects our reliability and continuity. 3. Ask About Staffing and Continuity of Care Find out whether carers are directly employed, well‑trained and supported — and whether you will have a consistent care team rather than different people each day. Continuity is proven to improve client wellbeing. 4. Understand Their Assessment Process A good provider will offer a thorough, no‑obligation assessment at home, carry out detailed risk assessments, and create a personalised care plan built around your needs, wishes and routines. 5. Check Training and Qualifications High‑quality providers invest heavily in their staff. Look for organisations whose carers complete the Care Certificate, receive practical training, and have opportunities to progress to Level 3 and beyond. 6. Read Reviews and Testimonials Client and family feedback gives valuable insight into how a provider delivers care day‑to‑day. 7. Consider Communication and Support You should feel able to contact the office easily, receive regular updates, and know who to speak to if you have questions or concerns.

The Care Quality Commission (CQC) is the independent regulator for health and adult social care in England. Any organisation that provides personal care in people’s homes must legally be registered with the CQC before delivering services. CQC regulation ensures that home care agencies provide care that is safe, effective, caring, responsive and well‑led, and that they meet the fundamental standards set out in the Health and Social Care Act. What does CQC regulation involve? CQC monitors and regulates home care agencies by checking that they meet key legal requirements, including: • Person‑centred care Care must respect the individual’s needs, choices and wishes. [cqc.org.uk](https://www.cqc.org.uk/guidance-regulation/providers/regulations-service-providers-and-managers) • Dignity, respect and consent People must be treated with dignity and be involved in all decisions. [cqc.org.uk](https://www.cqc.org.uk/guidance-regulation/providers/regulations-service-providers-and-managers) • Safe care and treatment Providers must manage risk, medicines, and safeguarding effectively. [cqc.org.uk](https://www.cqc.org.uk/guidance-regulation/providers/regulations-service-providers-and-managers) • Staffing requirements Agencies must employ trained, competent, properly vetted staff. (Your own Employee Handbook confirms compliance with CQC recruitment standards.) [Employee H...7 2AE) (7) | PDF](https://carersathome.sharepoint.com/sites/InformationHub/Policies/000A%20-%20Company%20Policies/000A%20-%20Employee%20Handbook/Current/Employee%20Handbook%20Carers%20At%20Home%20Ltd%20(GU7%202AE)%20(7).pdf?web=1) • Good governance Providers must have proper oversight, audits, policies, and systems in place. [cqc.org.uk](https://www.cqc.org.uk/guidance-regulation/providers/regulations-service-providers-and-managers) • Duty of candour Agencies must be open and transparent when things go wrong. [cqc.org.uk](https://www.cqc.org.uk/guidance-regulation/providers/regulations-service-providers-and-managers) How does the CQC check compliance? CQC regulates home care services through: • Registration – proving the organisation meets legal standards before operating. [gov.uk](https://www.gov.uk/find-licences/registration-of-domiciliary-care-agencies-england) • Ongoing monitoring – reviewing data, feedback, safeguarding alerts and performance. • Inspections – visiting the service, reviewing care plans, speaking to clients and staff, and checking evidence. • Ratings – every provider receives a public rating: Outstanding, Good, Requires Improvement, or Inadequate. Your own brochure highlights that Carers at Home has been rated Good or Excellent six times in a row, with an Outstanding in Caring. [Brochure 2...2 High Res | PDF] (https://carersathome.sharepoint.com/sites/InformationHub/Directors/Stationary/Brochure%202022%20High%20Res.pdf?web=1) Why does CQC regulation matter? CQC regulation protects clients by ensuring: • they receive safe, high‑quality care • staff are properly trained and vetted • concerns are taken seriously and handled correctly • the provider is accountable and transparent Put simply: a home care agency cannot legally provide personal care without being CQC‑registered.

Yes. Carers at Home can tailor your care package toy our needs whether that be 1 hr per day through to round the clock care.

This is a question we get asked a lot by existing clients and potential new clients. The answer is not necessarily about which is better but more what suits your personality and circumstances. We have created a short article asking some of the key questions. To read this please click on this link What is better - live in care or a care home? (https://www.carersathome.com/post/what-is-better-live-in-care-or-a-care-home)

Yes. Carers at Home can provide live in care in Hampshire. To find out more please call 0330 6334455

Yes. Carers at Home can provide live in care in West Sussex To find out more please call 0330 6334455

Yes. Carers at Home can provide live in care in Surrey. To find out more please call 0330 6334455

Yes. Carers at Home can provide live in care in London. To find out more please call 0330 6334455

Yes. Carers at Home can provide live in care in Berkshure. To find out more please call 0330 6334455

Yes. Carers at Home can provide live in care in Kent. To find out more please call 0330 6334455

Yes. Carers at Home offer disability care for all types of disabilities from physical or sensory disabilities through to dementia care. To learn more please visit our types of care page.(https://www.carersathome.com/home-care)

Live‑in care means a care worker lives in your home with you, providing support 24 hours a day, 7 days a week. Although a carer is present around the clock, they do not work continuously — instead, their daily care hours and breaks are structured to ensure safe, high‑quality support. Your Daily Support For most packages, your live‑in carer provides 11 hours of active care each day, usually split across two shifts. They also receive a 2‑hour break during the day, with timing agreed in advance as part of your care assessment If you prefer support during this break, we can arrange for another care worker to attend, giving you up to 13 hours of care per day. Night‑Time Arrangements Under UK employment law, live‑in carers must have 11 hours of uninterrupted rest overnight. If night‑time interruptions happen frequently (more than five times within three weeks), we will arrange a waking night carer to ensure your needs are safely met. Continuity of Carers Our live‑in carers usually work between three and six weeks on and one week off, ensuring a good balance of continuity and wellbeing. When your main carer is on leave, another trained member of our team will step in so your care remains consistent. What Your Live‑In Carer Can Help With Your exact support is tailored during your assessment, but common areas of help include: • Companionship and daily conversation • Getting up and going to bed • Personal care, bathing and showering • Medication support • Preparing meals and cooking • Light household tasks • Attending appointments and local outings • Assistance with continence and toileting • Support with mobility and moving safely • Caring for pets Going Out or Travelling Your live‑in carer can take you out in a car, either in their vehicle or yours, as long as this is agreed in advance and the appropriate safety checks are completed. Mileage is charged at the agreed rate. Staying in Your Own Home Live‑in care is an excellent alternative to moving into a care home. It enables you to: • Maintain independence • Choose your own routines, meals and schedule • Enjoy one‑to‑one support • Stay close to family, pets and familiar surroundings

This depends on the type of care required. In some cases, we are able to begin within 24 hours. For more complex packages, it may take up to 72 hours to complete the essential assessments, introductions, and safety checks needed to ensure we deliver safe, well‑planned and continuous care.

We follow UK GDPR and CQC information‑governance expectations. Care records are stored securely, access is role‑based, and we only share information when it’s necessary and lawful (for example, with your GP or the local authority

We follow national IPC guidance and train staff in hand hygiene, PPE use, environmental cleanliness and safe waste handling, reviewing standards regularly.

We use electronic rostering/monitoring and conduct spot checks, supervisions and regular reviews. We also act on compliments and complaints to improve services

We complete a thorough, no‑obligation home assessment covering your needs, wishes and goals, plus detailed risk assessments to keep everyone safe. We then create a person‑centred care plan and introduce your carers before care starts

A live‑in carer lives in your home and typically provides 11 hours of active care per day across two shifts, with a 2‑hour daytime break agreed in advance. They must also have 11 hours’ uninterrupted rest overnight; if night‑time support becomes frequent, we can add a waking‑night carer. We cover regular rotations (e.g., three weeks on/one week off) so your care is continuous. Click here to read about s typical day in live in care. (https://www.carersathome.com/live-in-care/live-in-care-services-a-typical-day)

Companionship, personal care, medication support, meal preparation, light housework, mobility assistance, attending appointments, continence care, skin care and support with pets—tailored to your assessment and plan

We review care plans regularly and after any significant change. If you need more (or less) support, we’ll update your plan and staffing—this may include adding double‑up visits, waking nights or transitioning to live‑in care

Yes—live‑in care or home care can be designed for couples who wish to remain together at home. The package and fee reflect the combined needs identified at assessment.

We arrange cover with another trained team member who is fully briefed and trained on your plan and routines, so your care continues smoothly.

Yes—within the agreed plan we can help with basic pet care as part of maintaining your routine and wellbeing

Tell us straight away by phone or email; we take concerns seriously and respond in line with our complaints policy, a coy of which you will be provided with every 6 months. You can also contact CQC if you wish

This depends on the package of care you receive. All of our costs are transparent, all inclusive and published on our website here. Home care fees (https://www.carersathome.com/home-care/chargerates)

Yes. We work with Surrey County Council and NHS partners and have been for over 15 years, and can support privately funded, CHC‑funded or direct‑payment packages