A live-in carer becomes a real part of your loved one's daily life, so finding the right match matters more than almost anything else. We put a great deal of care into getting it right from the very start. But we also know that, every so often, a particular carer might not feel like quite the perfect fit, and that is completely okay.

If that ever happens, please know this above all: you are never stuck. Here is exactly what happens if you are not happy with your carer.

First, please just tell us

The single most important thing is simply to let us know. If something does not feel right, or your loved one just is not connecting with their carer, speak to your care manager or care team. You can do this at any time, and there is absolutely no awkwardness in it.

We would always far rather hear about a concern early than have you sit and worry about it. Your loved one's happiness and comfort are exactly what we are here for, and no concern is ever too small to raise.

We will listen, and take it seriously

When you do raise something, we listen properly and take it to heart. Often, a concern turns out to be about something specific that can be put right quite easily, a preference, a routine, a small misunderstanding, and a good conversation with a few adjustments resolves it happily. We will always work with you first to understand what is not quite working, and why.

And if a concern is ever more serious, about safety or conduct, we treat it with the utmost seriousness and act on it straight away.

If a change of carer is the right answer

Sometimes, despite everyone's best efforts, a carer and a client simply are not the right fit for one another. When that happens, it is nobody's fault. Personalities and chemistry matter enormously in something as close as live-in care, and no amount of skill can replace a genuine connection.

If that is the case, we will arrange a different carer for your loved one, no fuss and no guilt. Better still, we will take everything we have learned about what your loved one is really looking for and use it to find them a stronger match next time. You can read more about how we approach this in our guide to deciding on the right carer for you.

A smooth, seamless change

Here is the reassuring part: changing carers does not mean disruption, and it certainly does not mean a gap in your loved one's care. Because of the way we work, with backup carers, a pool of trained live-in carers, and a careful handover process, a new carer can step in smoothly.

When one carer hands over to the next, they pass on everything that matters: your loved one's routines and preferences, their health and medication, and all the small, personal details that make care feel truly individual. So the new carer arrives already understanding your loved one, and that precious continuity is protected throughout.

Continuity you can count on

Because every client has a small, settled care team and we plan cover carefully, your loved one is never left without support during any change. Their care simply carries on, safely and smoothly, while we put the right arrangement in place. You will always be kept informed, and never left wondering what happens next.

Our goal is the right fit

Our aim is really very simple: for your loved one to feel genuinely happy, comfortable and well cared for by the person looking after them. If the first match is not quite right, we will keep working alongside you until it is. You should never feel you have to settle for anything less.

If you ever have a concern, or simply want to talk something through, your care team is only ever a phone call away.

You can reach us any time on 020 3970 9900. We are always here to listen, and to help.