We plan our Nannies' visits up to 14 days in advance, based on the support schedule we have agreed with you. Each Wednesday, we will email your roster for the following week so you know who will be visiting and when.

We always do our best to provide consistency, both in your visit times and the Nannies who support you, as we know how important familiar faces and routines can be. Occasionally, holidays, illness or other unforeseen circumstances may mean a different Nannie visits you. If this happens, we will let you know as soon as possible.

In the event of an emergency or unexpected sickness, we may need to make changes after the roster has been sent. Please be reassured that we will always arrange suitable cover and keep you informed. We are committed to ensuring your support continues as planned, and we will never leave you without a visit.

Before each visit, your Nannie will review your personalised support plan using our secure mobile app. This gives them access to important information about your preferences, routines and the support you would like during your visit, helping to ensure a consistent and personalised service.

At the end of each visit, your Nannie will complete detailed visit notes, including a summary of the activities undertaken and any important updates. These notes help maintain continuity between visits and ensure that any relevant information can be shared with other Nannies supporting you when needed.

Yes. With your permission, family members can access our secure online Family Portal, allowing them to stay informed and reassured about the support you are receiving.

Visit notes are uploaded as soon as a visit has ended, giving authorised family members an overview of what was discussed, activities undertaken, and any important updates. Depending on the level of access you choose to grant, family members may also be able to view your scheduled visits, current support plan and other relevant information.

The Family Portal provides peace of mind for families while ensuring you remain in control of who can access your information.

Please be aware however, that due to GDPR, only family members in the UK can access the portal.

While we always aim to arrive at the agreed time, there may occasionally be circumstances beyond our control that cause a Nannie to run a little early or late, such as traffic delays, an earlier visit taking longer than expected, or an unforeseen situation requiring our attention.

We kindly ask that you allow a 15-minute arrival window either side of your scheduled visit time. If your Nannie has not arrived within 15 minutes of the agreed time, please contact our office on 01582 764305 and a member of our friendly team will be happy to assist.

If we are aware that your Nannie is running late, we will always do our utmost to contact you as soon as possible to keep you informed and provide reassurance.

As a home support and companionship service, our Nannies cannot administer medication.

However, they can provide medication prompts and reminders to help you maintain your usual routine. They can also check whether you have taken your medication, where appropriate. For safety reasons, medication can only be prompted if it is supplied in a pharmacy-prepared blister pack.

If you have been prescribed a short course of medication, such as antibiotics, support may be available in certain circumstances. This is reviewed on a case-by-case basis and cannot be guaranteed. We must be satisfied that any medication support can be provided safely and consistently, with clear arrangements in place to minimise the risk of missed doses, double doses or other medication errors. This may mean that responsibility for the medication is managed entirely by the Nannies 4 Grannies team during our visits, or that a clearly agreed and documented process is followed by everyone involved.

Where antibiotic support is agreed, a Nannie may be able to provide reminders during scheduled visits, provided the dosage and timing are clearly documented and can be safely monitored within the support we provide.

As we do not provide personal care, our Nannies are unable to administer eye drops, ear drops, prescribed creams, or any other medication that requires physical assistance to apply.

If your needs change and you require support that falls outside the services we provide, we can discuss alternative options with you and, where appropriate, introduce you to our trusted care partners who may be able to offer additional support.

Yes, wherever possible, we will be happy to arrange additional visits outside your regular schedule to support you with appointments, outings and other commitments. We simply ask for as much notice as possible so that we can fit these visits into our Nannies' planned schedules.

Whether you need support attending a hospital appointment, visiting the shops, enjoying a trip to a garden centre, or getting out into the community, we will always do our best to help.

Where a Nannie uses their vehicle to accompany you on a journey, mileage and any agreed expenses will be added to your monthly invoice.

Regular shopping support can be included as part of your personalised support plan and agreed during your assessment. Depending on your preferences, your Nannie can accompany you shopping or shop on your behalf.

For shopping purchases, our preferred methods of payment are cash or a pre-paid card. If a Nannie is shopping on your behalf, we prefer not to use a client's personal bank card for security reasons.

For small ad-hoc purchases, such as milk, bread or other everyday essentials, the Nannie can buy the items and provide a receipt. Where possible, the cost can be reimbursed during the visit. The purchase and receipt details will also be recorded in the visit notes for transparency.

In the unlikely event that payment cannot be settled at the time, the Nannie may claim the purchase as an expense, which will then be added to your next invoice.

If your visit includes a trip out, such as shopping, attending an appointment or enjoying a local outing, any agreed mileage, parking charges or other reasonable expenses incurred by the Nannie will be clearly itemised and added to your monthly invoice.

We understand that plans can sometimes change unexpectedly. However, as outlined in our Terms and Conditions, we require 14 calendar days' notice for any cancelled or amended visits.

If a visit is cancelled within this 14-day notice period, the full cost of the visit will be charged. If you are admitted to hospital unexpectedly and need to cancel your visits at short notice, the charge will be reduced to 50%.

These charges are applied because visits are reserved in advance and committed to our Nannies' schedules. We believe in treating our Nannies fairly and ensuring they are paid for the time that has been set aside to support you, even when a visit cannot go ahead.

To cancel or amend a visit, please contact our friendly office team by emailing admin@nannies4grannies.co.uk or calling 01582 764305.

For full details, please refer to our Terms and Conditions, which outline our terms of business and cancellation policy.

Unfortunately, no. As a home support and companionship service, we are unable to provide personal care.

Personal care includes assistance with dressing or undressing, toileting (including catheter or stoma care), showering, bathing, shaving, oral hygiene, and skin, hair or nail care. It also includes the application of creams, lotions or prescribed treatments.

Our Nannies can, however, help you prepare for your day in other ways, such as offering companionship, preparing meals, assisting with light household tasks, accompanying you on outings, and supporting you to maintain your independence at home.

If your needs change and you begin to require personal care support, we can discuss your options with you and, where appropriate, introduce you to our trusted care partners who can provide the additional support you need

Your safety and wellbeing are always our priority. If you become unwell, have a fall, or need medical attention during a visit, your Nannie will take appropriate action and ensure help is arranged.

For minor concerns, we may contact your nominated emergency contact and seek advice from NHS 111. In an emergency, we will call 999 immediately. Our Nannies are not permitted to lift or move someone following a fall, but they will stay with you, provide reassurance, and follow the guidance of healthcare professionals.

We will always inform your nominated emergency contact of what has happened and keep them updated on any action taken.

We take every precaution to ensure our Nannies work safely in your home. In the unlikely event that a Nannie is injured as a result of an accident that is not caused by their own actions, any claim may fall under your home insurance policy's personal liability cover.

As insurance policies vary, we recommend checking with your insurer to confirm that you have appropriate personal liability cover in place. If you have any questions or concerns, please speak to our office and we will be happy to discuss them with you.

No. As a companionship and home help provider, the services we offer do not fall within the regulated activities overseen by the Care Quality Commission (CQC). An example of a regulated activity is providing personal care, which we do not undertake.

We pride ourselves on being a trusted first step to support, helping older adults maintain their independence through companionship, practical help around the home, and support to stay connected with their local community. Our service is uniquely different from traditional care provision and is designed for those who need a little extra help to continue living well at home.

We are proud members of the Hertfordshire Care Providers Association (HCPA), demonstrating our commitment to high standards, professional development, and quality support. You can find out more about HCPA at www.hcpa.co.uk.

At Nannies 4 Grannies, we take your privacy and personal information very seriously. We will never sell your data to third parties. Information is only shared with the members of our team who need it to provide your support safely and effectively.

We only keep your personal information for as long as necessary and in line with our legal and regulatory obligations. In certain circumstances, we may be required by law to share information with authorised bodies, such as the courts, law enforcement agencies, or other government authorities.

Under UK data protection legislation, you have the right to request a copy of the personal information we hold about you. There is normally no charge for this request. If you would like to access your information or have any questions about how your data is used, please contact us at frankie@nannies4grannies.co.uk.

For more information, please see our Privacy Policy.