Paid Services

Frequently Asked Questions

How much does the service cost and how do I pay?

To book the service, call our dedicated line or our main office number on 03450 956701 and ask to speak to the Care team.

Hourly rates:

£23.50 (Mon–Fri, 8am–8pm)
£26.50 evening and night support (Mon–Fri, 8pm–8am)
£31.50 weekends, weekend nights, and bank holidays

Payment available via phone, cheque, and bank transfer.

Is this a paid service and why?

Yes, this is a paid service. The service is paid because it is a private arrangement between Crossroads and the client, providing care tailored to your personal preferences and needs, or offering additional support to your funded respite service. As a charity, we keep our pricing as affordable as possible.

Can the service be tailored for specific care needs?

Yes. A care manager will meet the family or individual to create a person-centred care plan tailored to their needs and preferences.

Can you arrange someone to visit and provide personal care for 30 minutes, twice a day?

We’re sorry, but we are unable to offer visits shorter than 2 hours.

Is a short walk or sightseeing in the neighbourhood possible?

Yes, we can escort people on short walks if safe. We can also provide car trips if required (charged at 75p per mile).

Will I have the same support worker each week?

We will do our utmost to provide the same person, though there may be occasions when they are unavailable due to sickness or annual leave.

Can you provide care on weekends, including overnight?

Yes, we can offer weekend cover where we have capacity. Please call to learn more about availability.

Can you assist with personal care?

Yes, we are happy to support with personal care.

Can you take the person with care needs out?

Yes, provided they are able to get in and out of the car with minimal assistance.

Are there any free services available?

Yes, all our other care support services are free to eligible carers, usually for a set period as supported by our funders. This is currently our only paid service.

Is there an eligibility criteria?

Anyone who has a care need or requires support in the home. Minimum of 2 hours for support . We aim to provide trained, professional care staff who work alongside individuals to meet their personal care needs, promote independence, and enhance quality of life​.

What hours are available for support?

We can cover days, nights, and short breaks, including 24-hour periods.

Can I change or cancel a booking?

Full payment will be required if less than 24 hours notice

What’s the difference from a domiciliary care agency?

Domiciliary care agencies usually provide shorter visits (15–45 minutes) for personal care, medication, toileting, or meal support, while our service offers longer, tailored care sessions.

Are there any additional fees or costs?

Mileage will be charged at 75p per mile if a staff member uses their car to escort someone out or run errands on their behalf.

Can you provide support for medical needs or medication?

Our staff are not medical professionals, but are trained in medication handling and understanding various health conditions.

Will the support worker have relevant training and experience?

All care staff are trained to a high level, ensuring safe, compassionate, and person-centred care for all service users. Crossroads is CQC registered and currently rated GOOD, reflecting our commitment to quality and safety.

Can I meet the support worker before the service starts?

Yes. We can arrange an introduction session with the staff member if required.

What happens in an emergency?

Our staff are trained in emergency first aid and will escalate, as necessary.

What happens if the support worker is sick or unavailable?

We will check if the family is happy to have a replacement support worker and, if so, provide a suitable substitute.

How is confidentiality maintained?

Our staff have specific GDPR training in this area and we ensure that they have signed the code of conduct that includes their responsibilities to their service users regarding confidentiality.

Is there a trial period to see if the service is right for me?

Yes. The service can be ended at any time with 24 hours’ notice.

Can I extend or increase the support if needed?

Yes. Support can be increased or extended, subject to staff availability.

What is double-handed care?

Double-handed care is when a service user requires two carers to support them safely due to their needs or health and safety requirements.

Do you provide double-handed care?

Unfortunately, we do not offer double-handed care.

How do you handle complaints or feedback?

We have policies and procedures to ensure complaints are dealt with professionally and appropriately.

Do you provide equipment or supplies as part of the service?

We provide PPE (Personal Protective Equipment) for staff, including gloves, aprons, and masks.