Contact us FAQs

We hope that some of the questions below will help answer some of your queries. If not, our team are always happy to help.

Are any fees payable after a resident’s death?

We have an After Death Service Fee which is equivalent to the Weekly Fee (for 7 days). If however (1) the room is cleared within the seven days and (2) we are able to place another resident in the same room within the 7 days we shall not charge you or shall refund to your account for any days in respect of which the new resident occupies the room.

Are extra items or services not covered by the basic fees clearly identified and accounted for?

Yes, for example physiotherapy, chiropody, hairdressing, dental, staff escorts and taxi services are not included in the Weekly Fee. The costs of these services are supplementary and can be provided, they will be clearly identified on any invoices.

If it’s a nursing home, how are NHS-funded nursing care payments accounted for in the fee structure?

In regards to our nursing care services fees, the NHS offers a fee which they decide covers your healthcare needs in a standard care home setting; the NHS will not fully fund a resident’s decision to stay in a particularly attractive, comfortable or well-resourced home, which, to the extent that it exceeds the standard care provision, can be seen as a “lifestyle choice.” What the NHS pays is likely to be insufficient to cover the full service we offer in our well-appointed, comfortable and well-resourced home. If a resident wishes to stay or remain in our home, and we are able to provide the care you need, we will advise you of a “lifestyle choice” contribution. 

Where you were previously admitted to the Home on a Nursing or Residential placement, the Weekly Fee including the enhanced care element may increase; but the net amount you pay is likely to reduce as the NHS will pay a larger proportion of the Weekly Fee. In the event that there is a delay or a dispute with the NHS concerning these payments, you will remain liable for the full Weekly Fee amount (including any uplift as a result of your changing care requirements since your initial Nursing or Residential placement).

Are fees reviewed each year?

Yes, on 1st April each year the Weekly Fee will automatically increase. There is a 4 week notice period for this increase.

Is a deposit or advance payment required?

Yes, a refundable deposit is required equivalent to 2 weeks’ Weekly Fee.

Is it clear how the fees are structured, calculated and collected?

We can explain the cost break down to you in close detail but essentially comes down to the care needs of the resident that makes up the weekly fee. Fees are billed in advance and payment is collected by direct debit.  We also take a two week refundable deposit on entry to the home, which subject to having no outstanding arrears on the account, is refunded when the resident moves out. An After Death Service Fee also applies.

What are the home’s fees?

This will vary dependent on the resident and their care needs. Once we have conducted a pre-admission assessment specific details can be provided.  Please enquire at the home.

Are notice conditions to terminate the contract reasonable?

Our notice period is 14 days within the first month and 28 days thereafter.

What are the terms for keeping the room if you have to go into hospital?

It still belongs to the resident until the contract is terminated.

Are valuables covered by the home’s insurance?

Residents’ personal effects are insured to a value of £250. You will have to arrange any additional insurance required. Any items of value exceeding £250 should be notified to the General Manager and may be required to be kept in the home safe, for which a receipt will be issued to you. Although, we encourage resident’s not to bring items of significant value to the home in case of loss or damage.

What happens if we’re unhappy with the home once a loved one moves in?

We can discuss the options and contracts can be cancelled giving 14 days’ notice within the first month and 28 days’ notice from thereafter.

Can I see a copy of the home’s contract and terms and conditions?

Yes, this can be found here

Do we still have to pay if a loved one is in hospital for a period?

There is a continued charge should a resident go to hospital until the contract is terminated. Where a resident is absent from their home for a period of 28 days consecutively, the Weekly Fee will accordingly be reduced from such time onwards to 80% of the current Weekly Fee (i.e. a 20% reduction) until they return to us.