If Home Care visits have been arranged by the County Council as part of your Care Plan, and the carer does not arrive at the time you expected them to, please:

• find your copy of the Care Plan - this is the list of what services you can expect to receive on what day and at what times. The Plan will have on  it the name and contact details of the agency supplying the Home Care staff
• telephone the Agency direct first

The general rule is that Home Care staff try to be time specific if there is a medical reason / risk to be so otherwise we operate to time bands.

The County Council requires the Home Care Agencies to have their own complaints procedures.