We believe that transparency and open communication are essential in building trust and ensuring our residents and their families feel confident in their decisions.
Our team is dedicated to providing the highest standard of care, support and information, making the transition into our homes a positive and enriching experience for all involved.
We understand the importance of transparency and clarity when it comes to funding arrangements, fees and all associated information. We strive to make the process of understanding and navigating these aspects as straightforward as possible for our residents and their families.
Below, you'll find a range of frequently asked questions about every aspect of the process.
Our Customer Relations Managers and Home Managers are dedicated to guiding you through the entire process, providing personalised attention and assistance in person, over the phone, and via email.
We encourage visits to our homes and are always ready to introduce families and individuals to our team members, and provide a tour of our care homes and facilities.
To arrange a meeting to discuss your care and visit your chosen Hamberley Care Home, contact our Customer Relations Manager by completing an enquiry form, calling us or contacting a home directly. You can also pop in to our homes to pick up a brochure and arrange a meeting at your convenience.
When we receive your initial enquiry via email or phone, we will be in touch within 24 hours to progress your enquiry.
When you contact us, we ask you to provide your name and address, your phone number or email address, along with any relevant information about yourself or the person you are finding care for.
This will allow our Customer Relations Manager to learn more about you in advance of arranging a visit to the home or follow up call.
When you speak with our Customer Relations Manager on the phone or in person during a visit, we will discuss your personal circumstances and how we can support you at our homes.
We will talk about the types of care we have available - from residential and nursing care to dementia care, neurological care and short breaks or respite care - and what will best suit your individual needs.
During this conversation, we will also discuss the process of assessment, fees, individual funding arrangements.
When you let us know you would like to move in to a Hamberley home, our Customer Relations Manager will take you through next steps, which include an assessment to understand the level of care required and our ability to meet these needs.
When the above is completed, we will contact you with your final fee structure to review. Following this, we will work with you to complete the financial assessment, and ask you confirm you understand the financial commitments, including at least enough funds for 2 years care.
We will then move on to create the contract which we will share with you to review.
Once everything is agreed, we will discuss a timeline for welcoming you into your new home and arrange to sign contracts.
We are committed to providing the highest quality of care for our residents and welcome your views, comments, suggestions and complaints.
We encourage people to raise comments, concerns and complaints with any member of staff at the care home and with the local management in the first instance.
If you are not satisfied with any aspect of the management or response you receive, you can contact the Director of Operations who will review the complaint and the outcome. Review our Complaints Procedure for more details.
Whether it's understanding eligibility for NHS or local authority funding or exploring other funding options, we are here to provide the information and support you need to make well-informed decisions.
We are committed to answering any questions you may have about funding care and fees. To make this process even more accessible, we have compiled a range of frequently asked questions about funding care and fees.
Each home has its own set fees, which our Customer Relations Manager will discuss in detail with you and your loved ones when you enquire about care. Depending on your individual care and nursing requirements, fees will vary, so it is important for us to learn about your needs in order to give you an accurate quotation.
Weekly fees vary between locations and depending on care needs. Please contact your local home to find out more.
Many individuals find that they are eligible for additional funding such as Local Authority Funding, NHS Funded Nursing Care or Continuing Health Care. Our Customer Relations Managers are experienced in guiding individuals and families through these arrangements.
At Hamberley Care Homes, your weekly fee includes:
Some of our homes accept residents funded by the local authority or the NHS. If this funding does not cover the full weekly fee, the remaining amount must be paid by the individual or their family/third party. Please discuss your specific circumstances with your local home.
Additional charges may include costs for:
Further information about such additional services are available on request from individual care homes.
We do not require a deposit. Payments are taken monthly by direct debit, with the first fee leading up until the first direct debit payment calculated separately and payable via BACS.
Every permanent placement at Hamberley Care Homes includes a four-week trial period. Cancellation during this time requires a 48hr written notice. After this trial period, we require 28 days notice in writing to terminate the contract.
If you are staying with Hamberley for a short break or period of respite care, we require one week’s notice if you wish to leave earlier than planned.
At Hamberley Care Homes, as with other care homes in the UK, care fees are subject to review and annual price increases.
If your fees are due to change, we will contact you in writing with full details of the increase and the reasons behind them in writing, giving you 28 days prior notice of any planned changes.
If any individual or family is experiencing difficulty funding ongoing care after the establishment of a permanent placement, we ask that you contact the Home Manager or Customer Relations Manager at the earliest possible opportunity so we can arrange a meeting to discuss how we can support you.
