Terms and Conditions
Last updated: September 2026
These Terms & Conditions explain the basis on which Close to Home Support provides companionship, home help and practical support services.
Close to Home Support aims to provide a friendly, reliable and personal service while ensuring that both clients and their families understand the nature and limitations of the support provided.
About Close to Home Support
Close to Home Support provides non-medical companionship, home help and practical one-to-one support to older adults and others who may benefit from assistance to remain independent at home and within their local community.
Services are provided personally by Sara.
Close to Home Support is based in the Diss area and serves surrounding villages across South Norfolk and Mid Suffolk.
Contact: Sara
Telephone: 07979 398711
Email: sara@closetohomesupport.co.uk
2. Services provided
Depending on the individual needs of the client, services may include:
Companionship and social visits.
Accompanying clients on outings or social activities.
Shopping and errands.
Accompanying clients to appointments.
Light meal preparation.
Light household tasks and general home help.
Help with household administration and everyday practical tasks.
Respite and companionship support to give family carers a break.
Other reasonable non-medical support agreed between the client and Close to Home Support.
The exact support required will be discussed and agreed before services begin and may be reviewed as circumstances change.
3. Services not provided
Close to Home Support provides non-medical support and companionship.
Unless appropriately registered or otherwise legally permitted to do so, the service does not provide regulated personal or nursing care such as administering medication, clinical treatment, medical procedures or personal care activities that fall within regulated activities.
Where a client’s needs are outside the services offered by Close to Home Support, Sara may recommend that the client or their family seeks assistance from an appropriately qualified or registered provider.
4. Bookings and visits
Visits will be arranged directly with the client, family member or authorised representative.
The date, approximate duration and nature of the support will be agreed in advance.
Close to Home Support will make every reasonable effort to arrive at the agreed time. Occasionally circumstances outside our control, including traffic, weather or an emergency involving another client, may cause a delay.
Where possible, the client or their representative will be informed of any significant delay or necessary change.
5. Fees and payment
Charges for services will be explained and agreed before support begins.
Any minimum visit period, mileage charge or additional agreed expense will also be made clear in advance.
Clients will not be charged additional costs without their prior knowledge and agreement, except where an unforeseen expense is reasonably necessary in an emergency.
Payment arrangements will be agreed with the client or their authorised representative before regular services commence.
6. Cancellations
We understand that plans sometimes change.
Clients are asked to provide as much notice as reasonably possible if a visit needs to be cancelled or rearranged.
The applicable cancellation arrangements, including whether a charge may be made for late cancellations, will be explained and agreed before regular services begin.
Close to Home Support reserves the right to cancel or rearrange a visit due to illness, emergency, unsafe conditions or circumstances beyond reasonable control. Every reasonable effort will be made to provide as much notice as possible.
7. Transport and outings
Where transport is provided as part of an agreed service, appropriate motor insurance will be maintained for the activities undertaken.
Any mileage charge or other agreed travel expense will be explained in advance.
Clients should disclose any mobility difficulties or other relevant information that may affect their ability to travel safely.
8. Client information and safety
Clients, family members or authorised representatives are asked to provide accurate information that is reasonably necessary for support to be provided safely.
This may include relevant information about mobility, health conditions, allergies, communication needs, emergency contacts or other circumstances that could affect the client’s wellbeing during a visit.
Information will be treated confidentially and handled in accordance with our Privacy Policy.
9. Medication
Close to Home Support does not administer medication unless this is legally permitted, appropriately agreed and falls within the scope of the service being provided.
Clients remain responsible for obtaining appropriate professional advice regarding their medication and healthcare needs.
10 Emergencies
If Sara reasonably believes that a client is in immediate danger or requires urgent medical assistance, she may contact the emergency services and, where appropriate, the client’s nominated emergency contact.
The safety and wellbeing of the client will always take priority in an emergency.
Close to Home Support is not an emergency medical service. In a medical emergency, call 999.
11. Confidentiality and privacy
Personal information will be treated respectfully and confidentially.
Information will only be used or shared where necessary to provide the agreed support, where the client has given permission, where there is a safeguarding concern, where it is necessary in an emergency, or where disclosure is required by law.
Further information about how personal data is collected, stored and used can be found in our Privacy Policy.
12. Insurance
Close to Home Support maintains appropriate insurance for the services provided.
Reasonable care will always be taken when providing support in a client’s home or accompanying a client outside their home.
13. Client homes and safe working
Close to Home Support reserves the right not to undertake an activity or remain in an environment where Sara reasonably believes there is a significant risk to the client, herself or another person.
Clients and their representatives are asked to inform Sara of any known hazards or circumstances that could affect the safe provision of support.
14. Changes in client’s needs
A client’s circumstances and support needs may change over time.
Where Sara believes that a client’s needs have developed beyond the type of non-medical support Close to Home Support can safely or appropriately provide, this will be discussed with the client and, where appropriate and authorised, their family or representative.
It may be necessary to recommend additional or alternative professional support.
15. Ending services
Either the client or Close to Home Support may end an ongoing support arrangement.
Where possible, reasonable notice should be provided so that alternative arrangements can be made.
Close to Home Support may end services immediately where continuing to provide support would be unsafe, unlawful or inappropriate.
16. Complaints and concerns
Close to Home Support aims to provide a dependable, respectful and high-quality service.
If you are unhappy with any aspect of the service, please contact Sara in the first instance so that the matter can be discussed and, wherever possible, resolved promptly.
Telephone: 07979 398711
Email: sara@closetohomesupport.co.uk
17. Website Information
Information on this website is provided for general information about Close to Home Support and its services.
Every reasonable effort is made to keep information accurate and up to date, but individual circumstances vary and information on the website should not be regarded as medical, legal or professional healthcare advice.
18. Changes to these terms
These Terms & Conditions may be updated from time to time to reflect changes to the service, business practices or applicable requirements.
The latest version will be published on this website.
19. Governing law
These Terms & Conditions are governed by the laws of England and Wales