London Borough of Croydon

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Care - at home

What happens if my home care is changed or ended?

We will not end or change your home care unless we have discussed it with you first.

Can I change my home carer?

You have the right to expect to get on well with your home carer and to usually get the same person each time. This may, of course, depend upon the amount of care you receive.

If you are unhappy with the service in any way, you should first talk to your home care provider. If the problem persists, then please let us know, by contacting Social Services for Adults.

Problems could be issues such as

  • the home carer is always late or consistently leaves early
  • the carer keeps changing
  • the carer often fails to turn up and doesn't let you know
  • the carer does not treat you with respect
  • the carer handles you badly or roughly
  • you are suspicious about the carer's honesty

Can I stop my home care?

You are able to stop your home care, but you should talk this over with us first.

It will help us if you can give us at least two days notice if you want to stop your home care, whether temporarily (eg because you are going away for a short time) or permanently.

What happens if I am going away?

If you are planning a holiday, or staying with relatives or friends, or will be out when your home care is due, please tell your home care provider at least two days in advance if possible.

You can usually rearrange the time of your care with the agency if they know early enough.

What do I do if I need more help?

If you need more help, please contact Social Services for Adults.

If you are thinking about private home care, we recommend that you ask the provider the following:

  • Do they have a brochure?
  • Can you see their Statement of Purpose?
  • Is the home care provider approved by Croydon Council Social Services?
  • Is the provider a member of the United Kingdom Home Care Association?
  • Is the provider registered with the Commission for Social Care Inspection?
  • How much do they charge?
  • How can you pay?
  • Can you see a copy of the contract to read first?
  • Are the care workers fully insured for professional, public and employer's liability?
  • Are care staff appropriately trained and vetted with references taken up?
  • Does the organisation have a complaints procedure and an emergency contact number?

Home Care providers are registered and inspected by the Commission for Social Care Inspection.

See also Approved Home Care Providers.

Contact Details

Contact name
Social services for adults
Department
Department for Adult Services and Housing
Telephone
020 8726 6500
Minicom
020 8760 5797
Email
Referral.team2@croydon.gov.uk
Address
Taberner House
Park Lane
Croydon CR9 3JS
Contact name
Commission for Social Care Inspection
Telephone
020 7239 0330
Fax
020 7239 0309
Email
enquiries.london@csci.gsi.gov.uk
Address
Regional Contact Team
4th floor
Caledonia House
223 Pentonville Road
London N1 9NG
Website
www.csci.gov.uk

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