FAQs

Arranging care can feel overwhelming, especially if it is new to you or your family. These FAQs are here to make things clearer. We have kept the answers simple, friendly and practical, so you know what to expect and where to go for help.

What is the process for organising care through Hales Homecare?

The first step is to get in touch with your local Hales Homecare branch. We will arrange a convenient time to speak with you and, where helpful, visit you at home or another place where you feel comfortable.

You are welcome to have a family member, friend or someone you trust with you. We will listen to what matters to you, talk through the support you need and explain your options clearly. If you choose Hales, we will help put everything in place so the process feels as simple and reassuring as possible.

We understand that needs can change. That is why we review your care regularly and talk with you, and with your family or representatives where appropriate, to make sure your care plan still works for you. 

If something changes between reviews, please let us know. We can look again at your care plan, agree what support is most important and make any changes needed to help you stay safe, independent and comfortable. 

Your care worker will support you with the tasks agreed in your care plan. This may include personal care, help with meals, medication support, light housework, laundry, continence care, companionship, appointments or other everyday activities. 

The aim is to support you in a way that respects your choices, protects your dignity and helps you remain as independent as possible. 

Your care worker can only carry out tasks that are agreed in your care plan and that they are trained and safe to do. This helps protect you and them. For example, they may not be able to carry out some clinical tasks, such as giving injections or changing sterile dressings, unless this has been agreed and they have the right training. If your needs change, we can review your care plan and talk through what support is possible.

This depends on how often you receive care and what support you need. We always try to keep your care team as consistent as we can, because familiar faces can make care feel calmer and more personal. You may still meet more than one care worker so we can cover holidays, illness, training and other changes while keeping your care reliable. 

All care workers go through checks before joining Hales Homecare. This includes an enhanced DBS check and identity checks. They also receive training before supporting people in the community.

Care workers carry photo identification, so you can check who they are when they arrive. If you are ever unsure, please contact your local branch before letting anyone into your home.

Our care workers record the support they provide during each visit. You or your family can usually view visit notes through our secure digital app.

If you feel something has been missed or you are not sure why a task has not been completed, please tell your care worker or contact the office. Sometimes it may be a simple misunderstanding, and we would always rather know so we can put things right.

You can usually choose to be billed weekly or monthly. We normally ask clients to pay by Direct Debit, as this is simple and secure. In some circumstances, card payments may also be accepted over the phone through our central finance office. Your local team will explain the payment options before your care starts.

The cost depends on the type of support you need, how often you need visits and where you live. We will talk this through with you before your care starts. Once your care plan is agreed, we will give you a clear breakdown of the costs so you know what you are paying for and when. There should be no surprises.

You may be able to get help from your local council, depending on your needs, income and savings. The first step is usually to ask your local council for a care needs assessment.

If the council agrees you need care, they may then complete a financial assessment to work out whether they can help with the cost and how much you may need to contribute.

Care can be paid for in different ways. Some people pay privately for all their care. Others receive support from their local council, or pay part of the cost themselves.

In England, local authorities use capital limits when assessing whether someone may qualify for financial support. For 2026 to 2027, the upper capital limit is £23,250 and the lower capital limit is £14,250 (Source: GOV.UK). If your capital is above the upper limit, you are usually responsible for the full cost of your care. If your capital is between the limits, you may pay a contribution from your income and a means-tested contribution from your capital. If your capital is below the lower limit, you will usually only contribute what you can afford from your income.

These rules can be complex and depend on your circumstances, so it is best to speak to your local council for advice.

Not always. It depends on your circumstances, the type of care you need and what is included in your financial assessment. If you are receiving care in your own home, your home may not be treated in the same way as it would be for residential care. If a partner or dependent relative lives in your home, this can also affect how your property is considered. Because the rules can be different for each person, we recommend speaking to your local council or an independent financial adviser.

If you need urgent help with your care outside normal office hours, please call your local branch. It will divert to our out-of-hours team.

Our normal office hours are 8.30am to 5.00pm, Monday to Friday. Our out-of-hours emergency line is available from 7.00am to 10.00pm for urgent care-related support.

Hales Homecare is registered with the Care Quality Commission, which regulates care providers in England. Our branches are inspected, and we also have internal quality checks to help make sure care is safe, effective and respectful.

We regularly ask for feedback from clients and families because it helps us improve. If something does not feel right, please tell us. We will listen and work with you to address it.

We offer a range of homecare services, including companionship, personal care, dementia care, domiciliary care, complex care, live-in care, respite care, day and night sits, practical home help and support to attend appointments or outings. 

Every person is different, so we will talk with you about what you need. If we are not the right service for you, we will do our best to point you towards an organisation that can help. 

If you think you or a loved one may need care, you can contact your local council to ask for a care needs assessment. This helps identify what support may be needed. If you may need help paying for care, the council may also complete a financial assessment.

You can also contact your local Hales branch directly. We will talk through your needs, answer your questions and explain how we may be able to support you.

Yes. Your care plan should reflect you as an individual, including your needs, routines, preferences and the things that matter most to you. A good care plan is not just a list of tasks. It should help care workers understand how to support you in a way that promotes independence, dignity and quality of life.

All care staff receive training when they join Hales Homecare, even if they already have experience. This helps make sure they understand our standards and are prepared to support people safely.

Staff also receive training in different areas of care, which may include dementia, Parkinson’s, diabetes, stroke support, disability awareness, medication support, moving and handling, safeguarding and person-centred care.

We know that welcoming care into your home can feel like a big step. Wherever possible, we try to match care workers with clients based on needs, routines, interests, preferences and personality. It is important that you feel comfortable with the people supporting you. If you have any concerns about your care team, please speak to your local branch.

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