For families
The bit we wish more providers would just write down.
Most of the questions families ask us are the same. Below are the five that come up first — and our honest answers, not the rehearsed ones.
Questions we hear most
Five honest answers.
Who's the person we'd actually deal with?
Same admin team on the phone, every time. For planned placements you'll meet the staff team and the registered manager before move-in — not just whoever happens to be on shift.
How do you communicate with us?
Whatever works for the family. Weekly call, email summary, WhatsApp updates, full quarterly review — your choice, and you can change your mind at any point.
Can we visit?
Yes — supported living tenancies are people's homes, so visits are by agreement with them. For residential placements at Thamesdale House we welcome family visits and try to fit around shift patterns and routines, not the other way round.
What about money — fees, top-ups, allowances?
We're transparent about local-authority fee envelopes and what's covered. Personal allowances stay with the person, supported by clear records. We won't ask families for top-ups without explaining exactly what's being topped up and why.
What if something goes wrong?
You call us. Not a complaints inbox. We'll tell you what happened, what we're doing about it, and what changes as a result. CQC and the local safeguarding lead are notified where the threshold is met — we don't manage those decisions internally.
Talk to us
Any question is fine. Especially the awkward ones.
You can call our admin line, drop us an email, or use the form here. We'll get back the same working day — usually within a few hours.
Next step
Considering us for a family member?
A 20-minute phone conversation is enough to know whether we're worth a longer one. Choose a time that suits.