Client Onboarding Process

We follow a tried and tested process when dealing with the onboarding of new clients to our service provision.

So that you know what to expect we have detailed the process for you below:

Once we’ve received an initial form of contact from a prospective new client, we organise to work through the following steps together:

• Initial friendly chat via telephone or video call
  • This is to acquire an accurate reflection of your needs and preferences
• Completion of our New Client Form
  • This provides us with your basic details and information and enables us to create your account in our system
• In Person Meeting with our Operations Manager
  • Emily visits the clients home or the site at which our services are to be operated from.  This meeting facilitates a bit of ‘getting to know each other’ where you have the ability to ask as many questions as you like so that you can make an informed decision as to whether you think our service level will be the right fit for you.
  • It is also at this stage that Emily can clarify any missing details associated with your needs necessary for our records, and where she explains our operational procedures and ensures you’re familiar with the best methods of contact for different circumstances.

Please note a fee of £99.66 + VAT is payable to cover the costs associated with this physical meeting - but that this fee in no way obligates you to proceed any further with us in the unlikely event that you don’t feel we’re a good fit for each other.

We hope you’ll appreciate that there is no time constraint associated with the length of this meeting as we’re devoted to accurately capturing your needs and preferences, to ensuring you’re confident in our ability to meet those needs and to the establishment of a trustful relationship with you.

Following the above meeting, should you wish to proceed with engaging our services, we will send you a ‘service level agreement’ alongside your ‘personalised service package’.  These documents can be sent via the post in physical form, or electronically, based on your preference.

• The service level agreement outlines our T’s & C’s
• The personalised service package outlines our interpretation of your expectations off the back of the in-person meeting with Emily, as described above.

If you’re happy with both documents you may sign and return them.  If you feel anything needs adjusting at all, we’ll be very happy to discuss this with you.

Once we’ve received signed copies of both documents your account will be complete in our customer relationship management system.

Our accounts administrator will be in contact via telephone to setup your subscription payment schedule.

Once your payment schedule is successfully setup, Emily will be in touch to schedule an introductory meeting with your Domestic Assistant at a time convenient to yourself.

We note that not all personalities suit each other and want you to feel absolutely able to tell us if you aren’t completely comfortable with the assistant you’re introduced to.  We have a large team and will be more than happy to introduce you to as many assistant’s as is necessary to ensure you’re comfortable that your assistant is the right one for you.

Emily, the assigned domestic assistant and yourself will discuss the package of services detailed in your personalised service package form to ensure that expectations are understood by both the assistant and yourself.

Following this introduction your visits will be scheduled accordingly and your package of services will commence.

Emily will be in touch after your second, fourth and sixth visit to ensure you’re happy and chat through any teething issues there may or may not be.  It’s quite normal for any new arrangement to require slight tweaks to get things perfect.  These steps are all conducive to ensuring your complete comfort and happiness with the services you’re receiving from us.

Emily will be in touch routinely every 3 months, however you’re always more than welcome to give our office a call during office hours, for a chat whenever you like.

We hope the information provided here answers many of your initial queries and gives you the confidence to call or email us so that we can provide you with the extra assistance required to live your best life!

We look forward to speaking with you.

Relatives and other representatives

Please note that where you make contact with our office on behalf of someone other than yourself, if our team member’s are to have any form of direct contact with an individual who cannot arrange their own services/affairs or has been deemed not to have mental capacity, we may require any or all of the following:

• Evidence of power of attorney for welfare
• Evidence of power of attorney for financial affairs
• A valid form of photo identification for yourself as their representative
• A copy of an up to date package of care established by the service users’ social or family worker

Where contact/a referral is being made from local government social services, a professional or other body

If the referral is being made on behalf of someone who is deemed to not have the capacity to deal with their own affairs, we will require the following:

• Evidence of your profession/position within a charitable/community interest/local government position where you’re referring or acting on behalf of a service user
• An up to date copy of the service users package of care