FAQ

See below for a list of frequently asked questions.  If you can’t find what you are looking for please get in touch on livechat or on 0118 449 2373. If it’s out of hours, please leave a message and we will all you back as soon as possible.

I don’t understand, may I just speak to a real person! 
Yes of course!   Please call us on 0118 449 2373 or use the live chat function and we will be very happy to help.
What does Helpd.co.uk do? 
We are a specialist live in care company.   Call us on 0118 449 2373 to find out more.
How do I pay for care? 
When you hire a Helper you will pay through our website via card payment, bank transfer or direct debit. We can also support payments through third party payment services such as Purple, SILC and Disability Focus. The funds go into escrow (a safe and secure 3rd party account) and when you tell us the service has been delivered we will release funds to the Helper.
When do I pay? 
You will pay at the start of each week on a weekly basis.
Will my carer be fairly and promptly paid? 
Yes. We believe that by working through Helpd, carers will be paid a much better rate than if they work with a traditional agency. The reason for this is our technology means lower costs than care agencies. With Helpd, 80% of the money that you pay goes direct to the carer instead of as little as 40% with a standard care agency.
How long do carers stay for? 
Carers will stay from a few days to a few months depending on your situation.
Who pays for the carer’s travel time and expenses? 
Live in carers will expect their travel to be paid for by the client in general.
Do I pay my carer sick pay? 
Your carer is self-employed so you will not be responsible for paying sick pay.
When does a live-in carer take their breaks and what hours do they normally work? 
A live-in care will usually have their break between 2pm-4pm as this is seen as a quiet time for clients i.e. after lunch when usually no personal care is needed. A carer would be actively working for approximately 8 hours per day and would be on call at all times except their break times and as agreed.
What are the living arrangements for a live-in carer? 
A live-in carer must have their own room with clean sheets, chair, wardrobe for hanging their clothes and the usual items to make their stay as comfortable as possible. They would also normally expect to have a television in their room if possible.
What are the sleeping arrangements for a live-in carer? 
A live-in carer is expected to be able to have sufficient rest period during the night time (at least 8 hours’ sleep). If a live-in carer is regularly woken more than twice in the night by the person they are caring for, an additional carer may be needed to cover waking nights.  £15 will be charged by Helpd per night call.
What if I have a problem with the service provided by my carer? 
Minor issues should be discussed directly with your carer in the first instance to find a solution. All carers are committed to providing the best care they can deliver and will be happy to receive feedback as it will allow them to improve their level of service. However, if there is a more serious problem, please let us know immediately so that we can investigate and take appropriate action.
Do you manage carers? 
No we do not manage our carers. You will agree in conjunction with your carer how best for them to provide care.
How do you select, interview and vet carers? 
There is a multi stage selection process for carers which means that we only accept the best. We check the details provided on application by the carer, we then have a telephone interview and finally a face to face interview which includes scenario testing, DBS check (which must be unblemished) and traditional interview techniques. We also check references of previous employers. The carer must score highly in the following personal qualities in order to make it onto the website: responsibility/trustworthiness, punctuality/professionalism, patience/cheery demeanour, good at listening/communicating, kind/compassionate. We only accept carers who we’d be happy to have looking after our own loved ones.
Is Helpd registered with the Care Quality Commission (CQC)? 
We are categorised as an ‘introductory agency’ by the CQC and our carers operate on a self-employed basis. Our carers go through a multi stage selection process which means that we only accept the best. Helpd does not direct or control the services that are provided to our clients. Therefore we do not provide services such as care plan reviews or sickness or leave cover. We do however offer our clients services that enable them to view the performance of our carers prior to booking their services. Helpd is unable to monitor individual carers performance and relies on feedback from clients for this. Our clients can be reassured that a member of the Helpd team is available at all times to answer any queries that they may have about the services that they are receiving. We always resolve concerns fairly, quickly and efficiently. 
What do you charge? 
We charge a fee of 20% defined as an introductory fee.  If you decide that you would like to employ your carer directly and stop using our services of Helpd, a fee equivalent to 28 days of care cost will be due.
Do I pay more on bank holidays? 
Yes, the rate is double on a bank holiday as an industry standard.