Families and carers
Working together creates stronger support.
You know the person best. We value the knowledge and commitment families and carers bring, and we involve you at every stage, while respecting the person’s own wishes and privacy.
What to expect
From first call to settled support.
The pace reflects your family’s needs.
First call
We listen and explain how we could help.
Meeting
We meet you and the person we will support.
Planning
We agree goals, routines and how we will keep in touch.
Getting started
You meet the staff who will provide support.
Reviews
We check in regularly and adapt as needed.
Every family’s journey is different.
What families say
Peace of mind for parents.
The support my son has been receiving is outstanding. The staff are very professional, genuine and understand my child’s needs. I feel at ease when he is with them as I know he’s being well looked after and he is happy with them.
After struggling before with previous care providers, I’m happy with the support. I’m happy with the consistency and reliability, and with receiving the rota and the activities my son will be doing in advance, as I love to be organised. He loves swimming, and I’m happy to see he will be exploring other activities in time.
He is happy and looks forward to going out with the carers. The carers are aware that he only eats halal food, and they take him for walks and take a football to the park.
Staying involved
Your knowledge matters.
- Involved in planning and reviews, with consent
- Regular updates in the way you prefer
- A named contact who knows your family
- Clear information about who is involved
Communication
Clear, honest and jargon-free.
We agree how and when we keep you updated, and make sure you know how to reach us, including our 24/7 on-call line.
- A named contact for your relative’s support
- Updates in the way that suits you
- Invitations to reviews where appropriate
- A 24/7 on-call line for urgent matters
Consent and privacy
Respecting the person.
As children grow up, and for adults we support, we balance family involvement with the person’s own right to privacy and to make decisions. We explain how information is shared and why.
- Asking the person what they want shared
- Following the Mental Capacity Act for adults
- Explaining clearly what we can and cannot share
- Keeping records secure
Support for carers
Looking after you too.
Caring can be demanding. Regular support can give you time to rest. We can also point you towards carers’ assessments and local carer support services.
- Regular support that gives you time to rest
- Information about carers’ assessments
- Signposting to local carer groups
- Planning ahead for busy or difficult times
Raising concerns
Always listened to.
If something is not right, tell us. You do not need to wait for a review. You can also read our complaints procedure and safeguarding information.
- Speak to staff or the manager
- Call or email the office
- Use our feedback and complaints form
- Raising a concern will never affect support
Questions
Questions from families
Answers to the questions we are asked most often.
Can I be involved if my relative is an adult?
Yes, with their agreement. Where a person cannot make that decision, we follow the Mental Capacity Act and involve the right people in their best interests.
How will you keep me updated?
We agree how and how often we will be in touch, such as calls, messages or attending reviews.
What if I am worried about the care?
Talk to the staff or manager, or call the office. You can also use our feedback and complaints form. Raising a concern will never affect the support your relative receives.
Is there support for me as a carer?
Your local council can offer a carer’s assessment. We can point you towards local carer support services.
Next steps
Talk to us about your family
Tell us a little about your situation and we will explain how we could help.