Straight answers to the worrying questions.

We’ll arrange cover from someone in our small team who already knows you or has been introduced. We’ll always tell you in advance who is coming.

We’ll always let you know if your carer is held up, so you’re never left wondering.

We have a plan for bad weather and emergencies. We keep an up-to-date list of who most needs their visit, such as people who live alone or need help with medication or meals, and they always come first.

If a visit has to move or change, we’ll phone you or your family to explain, and we’ll check everyone is safe and has what they need.

As far as we possibly can, yes. We keep teams small so you get to know the people who visit you, and they get to know you.

Our office is open Monday to Friday, 08:30 to 17:00. Outside those hours, clients and families can call our out-of-hours line on 01284 245337. In an emergency, always call 999.

Tell us straight away. Every concern is taken seriously and handled under our safeguarding policy, and where needed we’ll involve Suffolk County Council’s safeguarding team. You can also contact the council directly at any time.

Let us know and we’ll pause your visits. You won’t be charged while you’re in hospital. When you’re ready to come home, we’ll review your care plan with you so support is right from day one.

You’ll get a clear written agreement before care starts. There’s no minimum term, and you can change or end care with two weeks’ notice.

Yes. With your permission, family members can see visit notes so everyone stays in the loop.