Frequently Asked Questions

Home care may be funded by your local council (social care), the NHS (in some cases), or privately by you or your family. Many people use a mix — for example, council-funded hours plus top-up payments for extra visits. We can explain options when you enquire, but official eligibility is decided by the council or NHS, not by My Homecare.

Usually you contact your local council for a care needs assessment and a financial assessment (means test). If you qualify, the council may fund some or all of your care and can arrange services directly or offer a personal budget or direct payment so you choose your provider. Waiting times and rules vary by area — start the assessment as early as you can.

NHS Continuing Healthcare is fully funded NHS care for people with a primary health need — it is not means-tested. Eligibility is assessed through a multi-disciplinary process coordinated by the NHS. If you think this may apply, speak to your GP, discharge team, or social worker. CHC can cover care at home in qualifying cases.

Yes. Many families fund care privately while waiting for an assessment, or choose private care for flexibility and choice of provider. We provide clear information about our rates and what is included before care starts. You may still want a council assessment even if you self-fund, as needs and eligibility can change.

If the council agrees to fund your care, they may give you a personal budget. You can ask the council to arrange care for you, or take a direct payment and employ or contract a provider such as My Homecare yourself. You must use the money for agreed care needs and keep basic records as your council requires.

Contact your local My Homecare branch by phone, email, or our contact form. We will discuss what support you are looking for, your location, and any funding route you are using or exploring. If you proceed, we arrange a home visit or assessment to understand daily routines, preferences, and safety needs.

A care manager or co-ordinator visits you (and family or representatives if you wish) to discuss health, mobility, medication, meals, companionship, and household tasks. We note how you like things done, any risks, and who else is involved in your care. This helps us propose a care plan and visit schedule tailored to you.

A care plan sets out what support we provide, when visits happen, and how tasks should be carried out. It is shared with you and updated when your needs change. Reviews are scheduled regularly and can also be triggered by hospital discharge, family requests, or changes in health.

This depends on urgency, availability of carers in your area, and whether funding is already in place. Private packages can often start sooner once assessment and paperwork are complete. Council-funded care may follow the council’s timeline after they approve the package. Tell us if the situation is urgent so we can prioritise where possible.

Where practical, we introduce consistent carers and take your preferences into account — including language, gender, or experience with specific conditions. Continuity helps build trust. If a match is not right, speak to your branch co-ordinator so we can adjust.

Yes. Needs often change over time. Contact your branch to request more visits, fewer visits, or different tasks. If you are council-funded, significant changes may need council agreement. We will help you navigate that and update the care plan accordingly.

Start with your branch co-ordinator or registered manager — contact details are on your paperwork and in the site footer. For formal complaints, see our Complaints Procedure. If someone is at immediate risk, use emergency services (999) and safeguarding routes described on our Safeguarding page.

Yes. Carers record visits, tasks completed, and relevant observations in line with your care plan and regulatory requirements. Medication support is documented where agreed. You can ask your branch how to access records relevant to you, subject to data protection rules.

All branches follow My Homecare standards for training, safeguarding, and quality. Local teams know their communities and may offer services suited to the area. Use our branch locator or contact the branch covering your postcode for local availability and pricing.