Straight answers
Frequently asked questions
The questions families actually ask us, answered without hedging. If yours is not here, call us.
More detailed answers
Each of our service pages carries its own set of questions specific to that service. The two funding guides are the most detailed pages on the site and answer most of what families want to know about money.
Frequently asked questions
What areas of London do you cover?
Greater London, with established local teams in Hounslow, Richmond, Ealing, Hillingdon, Hammersmith & Fulham, Kingston, Wandsworth and Brent. Home-based services reach more widely. Call with your postcode for a definite answer.
How quickly can care start?
Care can usually begin within 24 to 48 hours, including hospital discharge. Childcare depends on availability in the age room you need - we will tell you the real waiting position rather than a comfortable one.
Are your staff DBS checked?
Every one, at enhanced level with the relevant barred list check, verified from the original certificate and rechecked on a defined cycle.
Are carers directly employed or agency?
Directly employed by Earnest Care on real contracts, paid above the statutory minimum and paid for travel time between visits. We do not supply agency staff.
What is the shortest care visit you offer?
Thirty minutes. We do not offer fifteen-minute visits - personal care, medication and a meal cannot be delivered with dignity in that time.
Do you accept funded childcare hours?
Yes, all current England entitlements: the universal 15 hours, the 15 hours for eligible two year olds, and up to 30 hours for working parents of children from nine months to school age. We also accept Tax-Free Childcare.
Can you help with funding for care?
We will tell you which routes are likely to apply to your situation - local authority funding, Attendance Allowance, NHS Continuing Healthcare or a direct payment - and how to start each one. We do this even where it means you may not need to pay us.
Will my relative have the same carer?
They will have a small consistent team, usually three or four carers who know them well, rather than a single carer (who could not cover holidays or illness) or a large rota. New carers are always introduced in person alongside a familiar one.
What if we are not happy with the care?
Tell us immediately - the coordinator's direct number is on your care plan. Most issues are a mismatch of personality or routine and are fixed within days. If you are not satisfied with our response, our complaints procedure sets out how to escalate, including directly to Ofsted or the CQC.
Do you charge for an assessment?
No. Assessments are free and carry no obligation. We would rather spend an hour establishing that we are not the right fit than take on work we cannot do well.
What notice do we have to give to stop?
Notice period to be confirmed - this is set out in writing in your care agreement before anything begins. Always ask any care provider this question before you sign; notice periods vary widely and are easy to miss.
Let's talk about what your family needs
A short, no-pressure conversation is usually all it takes to work out the right kind of support. We will be honest with you if we are not the right fit.