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.