FAQ

Frequently Asked Questions

About Hourly Care

Will I will always have the same Support Assistant?

We recognise that continuity of care is an important factor and we therefore schedule team members so there is familiarity and continuity. We keep the number of people visiting your home to a minimum but we suggest  more than one carer is introduced  to ensure there is adequate support at all times.  We always ensure our Support Assistants are familiar with the clients support plan and routine before visiting.

What if I am not happy with my Support Assistant?

In the first instance we will ascertain whether the problem can be simply rectified.  Otherwise we will replace the Support Assistant with another person.  It is very rare that our match of Support Assistant to Client is not a success.

What if I have a complaint?

Our clients or their families will typically have met our Care Manager  or one of our Team Leaders on a number of occasions before support is put in place and their full contact details will be available. A rapid response is made to deal with any complaints.

Will my Support Assistant have the relevant experience to cope with my needs?

Absolutely. Our team receive extensive training and additionally are given specific training to deal with more specialist conditions such as Parkinson’s disease; Diabetes and Alzheimer’s.

Do I have to pay travel costs for my Support Assistant?

No, our fees are inclusive of any travel costs

Can my Support Assistant drive my car or can they take me out in their own car?

Some Support Assistants have their own cars and some have licenses to drive in the UK. If you require a driver we will do our best to introduce one.  If the Support Assistant drives your car you must make sure the insurance is in place to cover this.  If the Support Assistant takes you out in their car our office must be informed.  We need to ensure they have appropriate insurance.  There will be an additional charge for any journeys made in Support Assistants car or any care owned by Home Care Preferred.

What can I do if I have appointments or outings and my Support Driver does not drive?

In our experience we have found that a good local taxi firm is a good option.  It means there are no parking problems and usually stress free.

My mum or dad are very independent but definitely need help.  How can Home Care Preferred help with this issue?

We hear this from the vast majority of families that we meet.  However in the majority of cases within a short time our clients are bonding really well with the Support Assistants and are pleased for the help and the company that they provide.  Our team are very good at being discreet and are sensitive to the fact they are in someone’s home.

Are Support Assistants employed by Home Care Preferred or Self-Employed?

Our team members are directly employed by Home Care Preferred.  We take care of tax, National Insurance, Holiday Payment and all statutory requirements.

Where do Home Care Preferred Support Assistants come from?

Like our Clients, our Support Assistants are a diverse group. Our team consists of varying nationalities, ages, colours and creeds. They have their own beliefs and personalities.  However the common thread between them all is their desire to support our clients with empathy, kindness and to do the best they can to make their lives happy.

What recruitment checks are carried out on your team members?

We are very particular about this and we have a vigorous process. Nobody is employed by us unless they meet our strict criteria

  • Obtaining and verifying a minimum of two references
  • Receiving an enhanced criminal record check through the DBS (Disclosure & Barring Service) in the UK and obtaining a police check from the Support Workers country of residence if applicable
  • A full interview to assess personality, experience, hobbies, written and spoken English
  • Obtaining evidence of training
  • Often we will carry out a working interview

How do you monitor everything is going well once the Support Assistant is in place?

We have structured quality assurance measures in place that ensure regular communication with clients and their advocates; our aim is to keep everyone happy.

We liaise regularly with our Support Assistants and our client to see how everything is going. In addition we encourage feedback from all parties.  Our team are very good at keeping us up to speed of any situations that arise. Should there be any concerns we act quickly and resolve issues swiftly.

Will my Support Assistant help with caring for my pet?

Most definitely. When we match our Support Assistants with Clients we make sure that anyone who has a pet is matched with an animal lover.

I enjoy having fun and do not want to stop living a normal life. Will my Support Assistant be able to help me do this?

We love to hear our clients, families and Support Assistants laughing and seeing lots of smiles. We know the importance of our clients seeing those that are important in their lives and we are pleased to help with visits to family, friends and to help prepare your home for visitors. Our team are also available to accompany you to family occasions such as weddings or you may just want a trip to the pub, local  park, library, the choice is always yours.

What housekeeping duties will my Support Assistant be able to assist with?

We talk through all these duties when we carry out an assessment. If housekeeping is something you would like us to assist with then you can rest assured that your house will be as you like it, in most cases our clients like things neat, tidy and clean. Your Support Assistant will regularly vacuum, dust, mop, change bedding, empty bins etc. They will help with laundry too. Quite often our clients like to get involved in some housework and it is important we have details of all preferences.

Frequently Asked Questions

About Live-in Care

Will I will always have the same Live-in Support Assistant?

The same Support Assistant will support the client for approximately 4-6 weeks. They then take one week’s break to recharge their batteries.  During the weeks break a second Support Assistant will be placed.  There is flexibility around the number of weeks the key Support Assistant works.  We ensure that arrangements are agreeable to the client, our Support Worker and the family.  We aim to keep everyone happy.

What if I am not happy with my Support Assistant?

In the first instance we will ascertain whether the problem can be simply rectified.  Otherwise we will replace the Support Assistant with another person.  It is very rare that our match of Support Assistant to Client is not a success.

What if I have a complaint?

Our clients or their families will typically have met our Care Manager  or one of our Team Leaders on a number of occasions before support is put in place and their full contact details will be available. A rapid response is made to deal with any complaints.

Will my Support Assistant have the relevant experience to cope with my needs?

Absolutely. Our team receive extensive training and additionally are given specific training to deal with more specialist conditions such as Parkinson’s disease; Diabetes and Alzheimer’s.

Do I have to pay travel costs for my Support Assistant?

No, our fees are inclusive of any travel costs

Can my Support Assistant drive my car or can they take me out in their own car?

Some Support Assistants have their own cars and some have licenses to drive in the UK. If you require a driver we will do our best to introduce one.  If the Support Assistant drives your car you must make sure the insurance is in place to cover this.  If the Support Assistant takes you out in their car our office must be informed.  We need to ensure they have appropriate insurance.  There will be an additional charge for any journeys made in Support Assistants car or any care owned by Home Care Preferred.

What can I do if I have appointments or outings and my Support Driver does not drive?

In our experience we have found that a good local taxi firm is a good option.  It means there are no parking problems and usually stress free.

Are Support Assistants employed by Home Care Preferred or Self-Employed?

Our team members are directly employed by Home Care Preferred.  We take care of tax, National Insurance, Holiday Payment and all statutory requirements.

Where do Home Care Preferred Support Assistants come from?

Like our Clients, our Support Assistants are a diverse group. Our team consists of varying nationalities, ages, colours and creeds. They have their own beliefs and personalities.  However the common thread between them all is their desire to support our clients with empathy, kindness and to do the best they can to make their lives happy.

What recruitment checks are carried out on your team members?

We are very particular about this and we have a vigorous process. Nobody is employed by us unless they meet our strict criteria

  • Obtaining and verifying a minimum of two references
  • Receiving an enhanced criminal record check through the DBS (Disclosure & Barring Service) in the UK and obtaining a police check from the Support Workers country of residence if applicable
  • A full interview to assess personality, experience, hobbies, written and spoken English
  • Obtaining evidence of training
  • Often we will carry out a working interview

How do you monitor everything is going well once the Support Assistant is in place?

We have structured quality assurance measures in place that ensure regular communication with clients and their advocates; our aim is to keep everyone happy.

We liaise regularly with our Support Assistants and our client to see how everything is going. In addition we encourage feedback from all parties.  Our team are very good at keeping us up to speed of any situations that arise. Should there be any concerns we act quickly and resolve issues swiftly.

Will my Support Assistant help with caring for my pet?

Most definitely. When we match our Support Assistants with Clients we make sure that anyone who has a pet is matched with an animal lover.

My mum or dad are very independent but definitely need help. However I am not sure they would like someone living in their home, is this usually a problem?

We hear this from the vast majority of families that we meet.  However in the majority of cases within a short time our clients are bonding really well with the Support Assistant and are pleased for the help and the company that they provide.  Our team are very good at being discreet and are sensitive to the fact they are living in someone’s home.

I enjoy having fun and do not want to stop living a normal life. Will my Support Assistant be able to help me do this?

We love to hear our clients, families and Support Assistants laughing and seeing lots of smiles. We know the importance of our clients seeing those that are important in their lives and we are pleased to help with visits to family, friends and to help prepare your home for visitors. Our team are also available to accompany you to family occasions such as weddings or you may just want a trip to the pub, local park, library, the choice is always yours.

What housekeeping duties will my Support Assistant be able to assist with?

You can rest assured that your house will be as you like it, in most cases our clients like things neat, tidy and clean. Your Support Assistant will regularly vacuum, dust, mop, change bedding, empty bins etc. They will help with laundry too.  We talk through all these duties when we carry out an assessment. Quite often our clients like to get involved in some housework and it is important we have details of all preferences

Do I have to pay for my Support Assistants food?

Typically meals are sociable occasions for our clients and the Support Assistant with them usually eating meals together.  However our team are very mindful of the fact that clients may want to be alone or eat with family or their spouse and they will respect wishes at all times. If a Support Assistant has a particular dietary requirement that their client does not share they will usually provide their own food.

What happens about breaks for my Support Assistant?

It is of course important that our Support Assistants have breaks and we discuss a routine that works for everyone during the assessment. Generally we recommend that the Support Assistants has at least 2 hours a day for their break.  This is sometimes taken when friends or family visit or at a time of day when you do not need support. We find that a comfortable pattern is soon established with everyone being happy.

What do I need to provide in my home for my Support Assistant?

We ask that you provide your Support Assistant with their own bedroom with a bed and bedding, a wardrobe or suitable storage space and a chair.  A television and access to Wi-Fi is really appreciated by our team members if possible but it is not essential.


Home Care Preferred offers the care and support needed to allow people to live fulfilled lives in the comfort of their own familiar surroundings.

More information

Whether it is for you or a loved one, Home Care Preferred provides a comforting live-In support service. From a few weeks to permanent support this is a real alternative to life in a residential care home.

More information

We invite you to read our news section where we feature the latest from Home Care Preferred and features regular news, discussion topics and links to health and related topics.

More information

At Home Care Preferred we pay enormous importance to the quality of the people we recruit. Look at our vacancies available to see if we have the role for you.

More information