Candlelight Care's Frequently Asked Questions

If you have any other questions that are not answered in our FAQs then please contact your nearest Candlelight branch.

How long are your care visits?

Our visits can be as often and for any length of time you require, starting from as little as half an hour.  Some people might need help several times during the day while others may only just need a shopping visit once a week. We work around what you need. Contact your nearest office to find out more.

What hours do your care staff work?

Visits can be booked anytime during the hours of 7.00 am until 10.00 pm every day of the year, including bank holidays.  Our care staff teams usually work shifts within these times.  In addition to visits during these times, we can offer night-time assistance, 24 hour round the clock care and Live-In Care.  We can even go on holiday with you and recently one of our care staff accompanied a client on their dream trip to New York.

Can you provide help during the night?

We can usually make arrangements for help during the night, but this does depend on staff availability.  A night shift is a solid block of time from 10.00pm at night until 7.00am the following morning. Contact your nearest office to find out more.

How do I book care?

Simply call your nearest Candlelight branch. You can either do this yourself or ask a friend or family member to do it on your behalf. We will be happy to answer any immediate questions and tell you more about the ways we can help. If you are happy with what you hear, the next step will be to arrange for one of our managers to visit you in your own home.  This visit is often called an initial assessment and is normally free of charge. It does not put you under any obligation to buy services from us.

When can my service start?

Your care service can start very quickly once the initial assessment has been completed.  We will agree a care plan with you and ask you to sign a client agreement. Once this is done we can allocate suitable staff to you and your service can begin (usually within 24 to 48 hours).

Will I get regular carers?

We know how important it is for you (and our staff) to have your care delivered by the same small team of people and we will always do our very best to provide this. However there will be times when due to staff holidays, sickness or some other reason not in our control it may not always be possible. In these cases we will inform you of any changes in advance.

Can your care staff take me to appointments?

Yes, this is one of our most requested services. We can arrange for someone to accompany you to medical visits, social visits or just to go to the hairdresser or personal shopping etc.

Can I cancel my care if I need to?

Yes of course you can.

  • You can cancel your service at any time during the statutory cooling off period which runs for 14 days following the date of signing your client agreement with us.
  • If you no longer require the service or want to suspend it for a period of time you can do this by giving us at least 7 days notice in writing.
  • If you need to cancel an individual visit we just ask for 48 hours notice wherever possible, otherwise we may have to make a charge for this visit.

How do I pay my bill?

We ask that people pay by direct debit wherever possible (although we can also accept cash, cheque, BACS, or internet banking) and you will be asked to complete a direct debit form at the time you sign the client agreement.

What training do your staff have?

We value our care staff and we place a very high importance on training and communication. We invest heavily in this to ensure our care staff have the skills and knowledge to enable you to get the best out of your service.  We have an excellent internal training department to deliver our courses and all our new staff have a full induction course followed by shadow training before they are allowed to visit you in your home.

Are your staff thoroughly checked?

Yes, your security is very important to us. Our recruitment process is very thorough and the qualifications and employment history of applicants are always verified and references taken up. We check the background of all our staff through the Disclosure and Barring Service (formerly called the Criminal Records Bureau) plus proof of their identity and right to work in UK.

Compliments or complaints?

We welcome views from our clients and their families about our service as these give us an insight into what we are doing well and where we need to make improvements. So if you are pleased with something we are doing right then please tell us. Likewise if you are not pleased then tell us this as well.

When we receive written compliments about specific care staff we make sure these are passed on to them and this is always very much appreciated.  We believe feedback can help us grow, so we share and learn from your feedback.

Should you wish to make a comment or complaint about any part of our service, in the first instance you or your representative should contact the Registered Manager at your local Candlelight branch. This can be done in person, over the telephone or by letter or email.

Every effort will be made to resolve the complaint and a full response provided back to you within fifteen working days.By law we are required to have a complaints procedure that you can ask to see. This will give you full details of how to make a complaint.

If you are not happy with the final outcome you can contact the Local Government Ombudsman (LGO), who provide free,independent advice. Phone: 0300 0610614 or email: [email protected]

Do you supply telecare alarms or other equipment?

No, we are not able to supply these ourselves, however we are associated with a company called Aster Living who would be able to advise you about their wide range of Assistive Living services.  They are recognised and accredited by the Telecare Services Association.

What Next?

Learn more about Our Charges or start your next steps with Candlelight Care

Contact us here

It’s so nice to have the same girls regularly, I feel so comfortable with them.

Mrs M
Shepton Mallet, Somerset

I would like to say a big thank you for all your help. It gives my family a break from coming twice a day to see me.

Mrs S
Ringmer, E Sussex

Your Client Care Plans are very comprehensive and provide us with lots of useful information. Thank you.

Therapy Team
Yeovil District Hospital

Thank you all for the amazing care you took of my dad. I feel very blessed to have found such a good care company.

Mrs H

The carers are always cheerful and I always feel good when they have been to see me.

Mr. P
Wadhurst, E Sussex

I really couldn’t be without them. It is lovely to have carers who really care.

Mrs M-C
Frome, Somerset

My grateful thanks to the carers who have been so kind and helpful. I have happy memories of all our little chats!

Mrs M

I have nothing but praise for the service I receive.

Mrs H
Uckfield, E Sussex

I cannot speak highly enough of the carers who come to me, I would be lost without them. Thank you.

Mrs M
Shepton Mallet, Somerset

I would like to express how delighted we are with the excellent services you have been consistently providing. Thank you.

Mr G
Street, Somerset

The help of the carers visits to me gives me the confidence to stay in my own flat.

Mr G
Heathfield, E Sussex

Candlelight helped my father during the last weeks of his life and cannot be praised highly enough.

Sherborne, Dorset

Mum is very pleased with the care she has. The family thank you for the care you give her each day.

Mrs E
Wimborne, Dorset

I want to say how grateful I am for all the help you have given to make me feel better. You are wonderful.

Mrs B
Frome, Somerset

I shall certainly recommend you to my friends. At a stressful time, your help has been very much appreciated.

Mrs M

I’d like to thank you very much for your excellent support and flexibility. It has been very much appreciated.

Mrs M
Bradford on Avon

The service I receive has always been very good and my life is made much easier by it.

Mr C
Wells, Somerset

We look forward to the four visits we receive each day. The carers are always cheerful and make us laugh.

Mr H
Westbury, Wiltshire

You are not just carers, you are friends and friendship means so much.

Mrs T
Trowbridge, Wiltshire

We have had nothing but wholehearted support from your carers that we’ve worked with for Mum’s care.

Mrs B
Radstock, Somerset