Frequently Asked Questions

What is home help?

Home help is all about providing the support you need right in the comfort of your own home. Whether it’s assisting with daily tasks that have become a bit challenging or just being there for some friendly company, we’re here to help you maintain your independence and enjoy a high quality of life, freeing up more time to do the things that you enjoy.

Who are Timely Home Help?

Timely Home Help is a family-run business based in Loughborough and Shepshed, specialising in providing compassionate home support and companionship services. Founded by Jules and Maria Ibbitt, we are dedicated to enhancing the quality of life for our clients by offering personalised assistance tailored to your unique needs. We pride ourselves on our integrity, commitment and genuine care for the people we serve.

Why choose Timely Home Help?

At Timely Home Help, we offer personalised and compassionate home assistance tailored to your unique needs. As a family-run business, we pride ourselves on reliability, trust, and passion for our work. Whether it’s companionship, personal assistance, or practical help around the home, we go above and beyond to ensure you receive the best care possible.

What are the main services that you offer?

Our services include light housekeeping like cleaning and laundry, preparing delicious meals, running errands such as shopping and picking up prescriptions, and offering companionship to brighten your day. We tailor our support to meet your unique needs, ensuring you feel comfortable, safe, and well-cared for in your own home.

How do I know you'll be reliable?

The best way to find out is to ask our other clients. Our business is built on a solid reputation gained through striving for excellence in everything we do. We guarantee to do our utmost to be on time, every time, so you always know where you stand. That’s why most of our business comes through word of mouth.

Can we meet you before using your services?

Absolutely! We believe in meeting our clients first to ensure we’re the right fit for your home help needs. This initial meeting is a no-obligation consultation, held in your home environment, to make sure both parties are comfortable and confident moving forward.

Can we try your service before committing regularly?

We are confident you’ll be pleased with our service, but we understand the importance of peace of mind. That’s why we offer a free first booking with absolutely no strings attached. If you’re not satisfied, there are no hard feelings if you decide we’re not the right fit for you. Similarly, if we feel that we may not be the best match for your needs, we will let you know and help you find a better solution.

What if my needs change in the future?

If your needs change in the future, we’re here to adapt. We understand that circumstances can evolve, and we’re committed to being flexible and responsive to your new requirements. Just let us know, and we’ll do our best to accommodate any changes to ensure you continue to receive the best possible service.

How else to you do to ensure me or my loved one's are in good hands?

At Timely Home Help, we go above and beyond to ensure you or your loved ones receive personalised, compassionate care. We utilise technology like family WhatsApp groups to keep everyone informed about the care being provided. If you wish, we can even share photos, so your family can see you enjoying yourself and receiving the attention you deserve.

How flexible are you with visit times?

We always strive to accommodate your needs and adjust visit times whenever possible. However, most of our clients prefer a regular visit time, whether daily or weekly. Think of it like a restaurant reservation: if you book a regular table, we can always reserve it for you. For occasional bookings, we may still be able to fit you in, but sometimes we might be fully booked. While this may seem a bit inflexible, we believe it’s better to be honest than to overpromise and underdeliver.

What if someone is sick or can't make it?

We understand that sometimes unexpected situations arise, and staff may get sick or be unable to make it. While we’re known for our reliability, we also prioritise finding solutions that minimise any disruption to your service. We always communicate with you at the earliest opportunity and do our best to reorganise our schedule so you don’t have to adjust yours. We also believe that strong relationships with families are essential, and often, involving the family helps us find the best solution.

What happens if something gets damaged in my home?

We treat your home with the utmost care and respect, just as we would our own. However, in the rare event that something unexpected occurs, rest assured that we are fully insured to cover any damages.

I'm just looking for a cleaner, can you help?

If you’re specifically looking for a cleaner to tidy up your house for a couple of hours, we might not be the best match for that. However, we’d be happy to recommend a reliable cleaner for you. Our services do include some cleaning tasks, but we offer much more than just cleaning. Feel free to reach out to us to discuss how our broader home help services can meet your needs.

Do you do any gardening?

We don’t offer full gardening services, but we’re happy to help with light gardening tasks as part of our home help service. This can include watering plants or mowing the lawn. If you need comprehensive garden maintenance, we might not be the best fit, but we can certainly recommend a professional gardener for you.

Can you walk my dog as part your service?

Absolutely, we can walk your dog as part of our service! We have a dog named Marley, and we love taking him for walks and giving him lots of attention. We’d be delighted to give your dog the same care and affection.

What are your hourly rates during normal working hours?

£18 per hour

*9am to 5pm

What are your hourly rates for unsociable hours?

£22 per hour

*before 9am or after 5pm and at weekends

What about bank holidays?

Bank holidays are charged at double time.

How do your rates compare with other providers?

Our rates are highly competitive within the East Midlands, where the average cost of home help ranges from £18 to £34 per hour. We strive to offer excellent value for the quality of service we provide.

Do you offer any discounts that could help with my care costs?

Yes, we understand that every client has unique preferences and needs. While some clients prefer one-to-one care, others might appreciate the idea of sharing care time to reduce costs. We’ve thoughtfully introduced discounts to help with your care expenses. By sharing your care time, you can enjoy social interaction, which is great for your wellbeing and can save you money. We offer 25% off when you share care time with one other person and 35% off with two others. This is especially cost-effective for trips out and might even help you make new friends. Plus, we remain competitive in providing high-quality, personalised care.

Do you have a minimum charge?

Yes, our minimum charge is for one hour. However, unlike other providers, a minimum charge with us doesn’t mean minimum service levels. Our clients truly appreciate that when we charge for an hour, we actually provide a full hour of dedicated service.

Why don't you do half hour calls like other companies?

Our experience has shown that providing the care and attention you and your home deserve cannot be rushed. While other companies may focus on quantity, we prioritise quality and added value. Therefore, we have a minimum service time of one hour to ensure we don’t just rush in and out. Our clients truly appreciate this approach, as it allows us to make you or your loved one's feel valued as a person, not just a number. If you’re looking for a quick visit, we might not be the right fit for you.

What are your payment terms?

Our payment terms require payment upon receipt of our invoice, which is typically sent out weekly on the day or last day of service for that week. We accept card payments or we can email you our invoice for a bank transfer if you prefer. Please note, we do not accept cash payments or cheques.

What if I cancel at short notice, will I still be charged?

We understand that unexpected situations can arise. If you need to cancel at short notice (less than 24 hours), our policy is to charge for the booked time. However, we value our relationship with our clients and always approach these situations with common sense, compassion, and discretion. Many of our clients even offer to pay if they cancel at short notice, reflecting the mutual respect and thoughtfulness we share. It’s more about maintaining a considerate and understanding relationship than enforcing a rigid cancellation policy. Your well-being is our priority.

What happens if I cut short our booked time?

Our policy is to charge for the booked time. However, as with cancellations, we recognise that emergencies can happen, and we use our discretion in those circumstances.

Can I get any help with care costs?

You might be surprised by the help that’s available for care costs! Your local council can offer financial assistance after assessing your care needs and finances. This assessment looks at your income and savings to determine eligibility. Plus, not all benefits are means-tested; you could qualify for benefits like Attendance Allowance or Personal Independence Payment (PIP) to help cover care expenses. Citizens Advice can also point you in the right direction and provide guidance on the support you can access.

Do you offer personal care services?

While our home help business does not provide personal care due to regulatory restrictions, we are still here to assist you. If you need personal care, please reach out to us. We might be able to help through one of our other businesses, or if not, we can certainly guide you in the right direction.

Are you registered with the CQC?

Currently, home help businesses like ours are ‘out of scope’ of the CQC as we do not provide personal care. However, stay tuned! As our business grows, we’re excited to expand our services, which will include those requiring CQC registration. We’re committed to continually enhancing our offerings to better serve you.

Are you DBS checked?

Yes, all our staff are DBS checked, giving you peace of mind and reassurance.

Are you fully insured and what does it cover?

Yes, we are fully insured to give you peace of mind. Our specialist home help insurance covers public liability both inside and outside your home. Additionally, we have products liability insurance to protect you in the unlikely event that we accidentally damage something on your property.