Frequently Asked Questions for Clients

Once you submit a care enquiry, we’ll review your requirements and check which carers in your area might be a good match. We aim to get back to you within 24 hours (Monday-Friday) with a shortlist of available carers. We’ll put you in direct contact with these carers so you can speak to them on the phone and arrange to meet face-to-face. You can take as much time as you need to find the right person – there’s no pressure to decide quickly. Once you’ve chosen your carer you work with them directly. Sparrow remains available for guidance, support with invoicing and admin, and to help you find additional care when you need it.

When you receive your shortlist there will typically be 1-5 carers on it. The number varies depending on location, times, type of care needed, and carer availability. Once you have your shortlist you can chat to and meet as many carers as you choose.

You should consider how comfortable you feel with each carer, whether they have relevant experience for your needs, and whether their availability matches yours. Trust your instincts – the right carer will feel like a good fit. You can ask them about their approach to care, their experience with situations similar to yours, and questions about practical arrangements, costs and notice periods. You can also ask your carer or Sparrow to provide DBS documentation, insurance certificates, training records and references.

Remember that although Sparrow have a rigorous carer selection process and do our very best to find carers that we trust, it’s ultimately up to you to decide whether a carer is right for your circumstances and personality.

We only work with carers we’d happily trust to look after our own mum and dad. Every potential carer goes through a rigorous process including written applications, telephone interviews, and face-to-face meetings. We turn down most applicants. For those we do accept, we check references (at least one professional), arrange Enhanced DBS with Adult Barred List checks, ensure they set up appropriate insurance, and provide access to ongoing training. We look for carers who are compassionate, capable, and communicative – the personal qualities that make all the difference in care.

Yes, absolutely. You have the right to ask to see your carer’s DBS certificate and insurance documentation at any time. You can simply ask your carer to provide the information or contact Sparrow if you’d prefer us to speak to your carers and pass on the documents for them.

Our carers provide a wide range of support including personal care, companionship, medication support, domestic help, meal preparation, and dementia care. The specific types of care vary by individual carer based on their experience and training.

When we send you a shortlist, we’ll send you a link to each carer’s profile so you can see what types of care each carer offers. We’re also happy to discuss each of our carers with you to help you to find someone with the right experience for your particular needs.

Care can begin within just a few days of your first enquiry. The exact timing depends on your carer’s availability and how quickly you are both able to arrange to talk and to meet.

If you need care to start urgently, let us know when you submit your enquiry and we’ll prioritize finding carers with immediate availability and let them know that finding care quickly is a priority for you. Most people are able to start receiving support from one or more carers within a week of their first contacting us.

There are no registration fees, upfront costs, or long-term commitments to working with Sparrow. You only pay for the care you receive. You will be invoiced for any care received during the previous month at the beginning of each new month. Your carer may have a notice period set out in their care agreement (typically 1-4 weeks) depending on your individual carer’s policy. That is something to discuss with each potential carer.

These agreements help clarify terms and protect both you and your carer. If you have questions about care agreements, please get in touch. There is no minimum contract length or tie-in period with Sparrow and if you no longer receive care there will be no further charges from us.

A care agreement is a written document between you and your carer that sets out what you’ve agreed – the care you need, when it will be provided, costs, notice periods, and other important details. It provides clarity and peace of mind for both of you.

Not all carers use a care agreement, as they’re self-employed and choose their own policies. However, we recommend them and you can request your carer use one. We provide a template care agreement that carers can edit and adapt, though we don’t endorse the terms of any particular agreement as each carer can modify it to suit their preferences.

Please make sure you’re happy with any agreement before signing. You should be given a copy and time to read it. Your carer should go through it with you, and you can request changes. Having a written agreement protects both you and your carer, and is particularly helpful if you’re using Direct Payments or other health or local authority funding, as they often require one. Contact us if you’d like to discuss a care agreement.

Your carer should give you advance notice of any planned holidays. If you have a care agreement, the notice period will be set out in it. Either you or your carer can ask Sparrow and our network of local carers to provide cover. While we can’t guarantee availability, in practice our network is able to help in most cases.

For unexpected absences or sickness, we’ll do our best to help you find temporary cover from our network. We prioritize helping existing clients, and our carers often support each other. Contact us as soon as you know your carer will be unavailable and we’ll work to try to find you the support you need.

You will receive an invoice for each carer who works with you at the beginning of each month (usually on the 2nd). Carers’ invoices will include itemised charges for each visit and any agreed mileage or expenses. You pay carers directly, typically by bank transfer, though you can arrange other payment methods with them such as cash or cheque if you prefer.

You will also receive a separate invoice for Sparrow’s 10% service fee which excludes any mileage or expenses. We usually recommend setting up a variable direct debit for Sparrow’s fee, which automatically adjusts each month based on the care you’ve received. It means you only need to remember to pay your carer(s). If you prefer you can also pay us by bank transfer, online card payment on your invoice, by calling us on 01434 444 888 or by sending a cheque.

We usually receive excellent feedback about the carers we work with, but occasionally issues can arise. Since your carer works directly for you, it’s often best to discuss the issue with them first.

It’s important to understand that Sparrow is not a care agency – our carers run their own businesses and are directly responsible to you for their care. This means we can’t manage the care itself or direct how carers work. However, you’re not on your own. If there’s an issue you’d like to discuss, please get in touch any time on 01434 444 888 or hello@sparrowcarers.co.uk. We’ll listen, offer support or advice where we can, pass on messages, or have a quiet word with your carer if helpful.

If there’s been a breakdown in trust or you’ve lost confidence in your carer, it may be best to part ways. If you’d like us to, we’re always happy to help you find another carer who might suit you better.