How it works

Care at home in five simple steps

Most families have care in place within 5–7 days of the assessment, depending on carer availability. Here is what happens at each step, what you do and what we do.

Get my price

Registered with CQC
Every carer employed by us
24/7 on-call support

Carer chatting with an older man at home

Step by step

From first call to settled care

1
Day 1
Talk to us
A free, no-pressure call with a care adviser.
YouTell us about the person, their needs and their home.
WeExplain your options, the price and any funding you could get.
2
Within 2–3 days
Free care assessment
A care manager visits, gets to know the person and writes the care plan with you.
YouShow us the home and walk us through a normal day.
WeWrite the care plan, Break Plan and risk checks.
3
Days 3–5
Choose your carer
We send 2–3 matched carer profiles. You pick who feels right.
YouRead the profiles and talk to the carers.
WeMatch employed, trained carers to the person and the routine.
4
Days 5–7
Care starts
Your carer arrives, or visits begin, and our manager is there on day one.
YouHave the home ready and welcome your carer.
WeIntroduce the carer, set up the family app and check everything works.
5
Week 2 and beyond
Settling in, then ongoing
We review at day 14. If the match isn't right, we change the carer at no cost.
YouTell us honestly how it's going.
WeReview regularly, plan cover for holidays and sickness, and visit.

Two ways we can help

Live-in care or hourly visits

The same five steps, the same employed carers and the same care management. You choose the support that fits.

South, South East and South West

Live-in care

A carer lives in the home and works agreed hours each day, with planned breaks and cover for holidays and sickness.

From £1,550 a week, management included

Match me with a carer

Torbay now · Eastbourne and Bexhill soon

Hourly visits

Visits from an hour, plus overnight care, for personal care, medication, meals, company and outings.

Price confirmed after a free assessment

Check your area

Personal matching

Finding a carer who feels right

Skills matter, and so does getting on well with someone in your home. When we look for your carer, we think about:

Care and skills

The care skills and experience needed
Personality and how the person likes to communicate
Daily routines, from early mornings to bedtime

Life at home

Shared interests
Language and cultural preferences
Food, faith and traditions, where they matter
Who lives in or visits the home, and any pets

How you choose

We usually send 2–3 carer profiles
You speak to the carers you like before deciding
We check in at day 14, and change the carer at no cost if it is not right

We will always be open about which preferences we can meet. Some, like a particular language, can take longer to match.

Fully managed care

Your choice of carer. Our team to organise and manage the care.

You decide

Which carer you would like
Routines and what matters most
Who we share updates with

We handle

Recruiting, checking and employing carers (PAYE)
Assessment, usually within 2–3 days, in person wherever possible
Care plan and risk assessment
Training, supervision and spot checks
Rotas, handovers and cover for holidays and sickness
Reviews at 6 weeks, then every 3 months and whenever needs change
Updates by phone, email and our family app
Concerns and complaints, with a clear route to escalate

For live-in care, the household provides

A private bedroom for the carer
The carer's food, as part of the household shop
Wi-Fi or a reliable phone signal
Equipment the person needs (we will advise)
Car insurance that covers the carer, if they drive

Continuity

Familiar faces, planned changeovers

Your carers

Your main carer usually works alongside a regular second carer who covers their time off. Each changeover includes a handover, so the routine carries on.

If a carer is unexpectedly off

Our on-call manager calls you, asks your regular second carer first, then briefs another trained carer on the care plan. If cover will take time, we agree a plan with you and are honest about how long.

Daily breaks

Live-in carers take a daily break, usually two hours. Who supports the person during the break is agreed at the assessment. If your carer is asked to work through an agreed break, we charge £30 an hour, only where it is in the care plan or recorded by your carer.

Nights

A live-in carer sleeps at night and can help occasionally. If regular help is needed at night, we plan it with you, for example with overnight care, so nights are covered safely.

Compare your options

Hiring privately, an introductory agency, or The Live-In Carer

Compare who carries the responsibility, the cover and the total price before you decide.

	Hiring a self-employed carer privately	Introductory agency	The Live-In Carer
Who employs the carer?	It depends. Some families become the employer	Usually you, or the carer is self-employed	We do. Always
Regulated by CQC?	No	Usually not. Introductions sit outside regulation	Yes
Who manages the care?	You	You and the carer	Our care management team, with you
Cover when the carer is ill or on holiday	You find it	Varies. Ask how cover works	We arrange it
Daily breaks planned and covered	Up to you	Agreed between you and the carer	Break Plan for every client
Checks, training and supervision	You check	Checks before introduction. Ongoing support varies	Checks, training, quality visits, 24/7 on-call
Carer's holiday pay and pension	Depends on the arrangement	Usually the carer's own responsibility	Paid by us
Price	Carer's rate plus your time, cover, insurance and risk	Carer's rate plus fees and extra cover	From £1,550 a week, management included. See prices

General comparison only. Arrangements vary by provider, so always ask for the full terms in writing.

Questions families ask

Your questions, answered

What happens on the first call?

A friendly member of our team asks about the person needing care, their needs, home and what you hope for. We explain how it works and give a guide price. There is no pressure or obligation, and we can book a free assessment.

What is the free assessment?

One of our team meets you and the person needing care, usually at home, to understand needs, routines and preferences. We agree the level of care, write the care plan together and confirm the price in writing. It is free and carries no obligation.

How do I choose my carer?

We show you two or three carer profiles, picked to suit the person's needs and personality. You choose who feels right. Two regular carers then usually rotate, so faces stay familiar.

How quickly can care start?

We aim to have care in place within 5–7 days where a carer is available, for example when someone is coming home from hospital. Timing depends on needs and availability, and we will be honest about what is possible.

Can we start with hourly visits and move to live-in care later?

Yes, where we offer hourly visits. Many families start with a few visits a week and move to live-in care as needs change, with the same team, the same care plan and one phone number.

What if it isn't working?

Tell us straight away. We will listen, look at what is not right and make changes, which may include a different carer. A good match matters to us, and you will not be penalised for speaking up.

What notice do I need to give?

Notice periods are set out in your agreement, and we explain them clearly before you sign. If circumstances change, such as a hospital stay, speak to us early and we will talk through your options.

Who do you care for?

Adults aged 18 and over, including older people, people living with dementia and people with a physical disability. We provide personal care at home, through live-in care or hourly visits.