What happens in emergencies such as 'heavy snow','staff shortages' etc?

On assessment, we discuss and assign a risk rating with you to help us plan for emergencies. We take into account the following factors - Accessibility, Mobility, Care and Medication Needs, families and location. We then use this information in the event of such incidents to minimise the disruption. We will keep you informed throughout. We review the risk rating at each and every review.

How often do you review a care package?

We contractually review a care package every 6 months. However we are happy to come out and review you at any point should you feel you need it. You can ask for a review on our services page.

Am I eligible for funding?

You will need to ring Single Point of Access on 01472 256256 for a financial assessment. Please see 'Funded Care'.

Are your staff vetted?

All of our staff are CRB checked and suitable references are required before they can go out.

I am unhappy with my current provider, can I switch?

Yes, you are in control over your care package and no one else. If you have funding in place, that funding can still be used no matter which care provider you use. Please click here for more details. If you are a private customer, you can simply move by giving notice to your current provider. If you are receiving bad care, you should not be penalised for not giving notice.

Are we locked into a contract?

There are terms and conditions which you can find here. This will also detail cancellation policies. But no, there is no minimum term for services what so ever.

Frequently Asked Questions


How long does it take to start your services?

The more notice we have the better for us to plan your care. However we can usually start services within 7 days. To book an assessment click here.

Will I have lots of different carers?

No, our carers tend to work in specific areas and it makes sense for us to work in this way. However, it may depend on the size of the package. Large packages, will have a group of 3-4 carers.

What happens if I am not happy with my Carer?

If you let us know, we will look to get this addressed as soon as we can. If we can't rectify a situation, we will try a new carer until you are happy.

How can I pay for my care?

We accept all major credit and debit cards. You can pay over the phone or in person. We also accept cheques, BACS and standing orders. We prefer not to handle a lot of cash but will accept it if needed. Please click here for information on funded packages. 

How long does an assessment take?

It depends on the complexity of your care package but generally no more than 2 hours. To book an assessment click here.

I live away, how can I be kept informed on my loved ones care/progress?

 We use electronic devices to collect information at each visit. This information is in real time and available to us and any 'Key contacts'. You can access this information from anywhere using a web browser or by downloading the app. For more information see 'Open Pass'. Families are always welcome to attend reviews.


Is Ace Homecare insured?

Yes, we have full liability insurance to carry out our services and are registered with CQC.

What happens if I need my package increasing?

We will do a re-assessment and look to accommodate your changing needs as soon as we can. If we can't, we will let you know so that you can make alternate arrangements.

Is my Data Safe?

Everything we do is electronic, this makes it easier to store and protect your data. Once your data is collected, it is stored electronically; we then add our security settings and encrypt the data. Our office is secured by market leading firewall and anti-virus software to keep it safe. We only share your data with companies necessary to carry out your care package, you can find a copy of our privacy notice below. 

What happens if you miss a visit?

Missed visits can happen but they are very rare. We missed 14 visits out of 60,000 we did in 2017 (0.02%). Our new system implemented in June 2018 helps us to eliminate these totally as we now get alerts straight away regarding missed starts. For more information see, pass system link.

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