Frequently asked questions
We know choosing care for yourself or a loved one raises many questions. We've answered the most common ones below, and our team is always happy to talk through anything else.
Your questions answered
We currently provide home care services across East and Central London, with a particular focus on the boroughs of Hackney, Tower Hamlets, Islington and the City. If you're unsure whether we cover your area, please call us on 020 3049 9731 and we'll let you know straight away.
In many cases, we can arrange care to start within 24–48 hours of your initial assessment. For more complex needs, it may take slightly longer to ensure the right carer is matched. We will always be transparent about expected timelines and work as quickly as we responsibly can.
We prioritise consistency. We match clients with a small, consistent team of carers so familiar faces become the norm. For live-in care, the same carer typically provides support full-time, supported by a small rotation for holidays or cover. We understand how important trust and routine are, especially for those living with dementia.
All our carers undergo an enhanced DBS check before they begin work. They complete an induction programme covering manual handling, medication management, safeguarding, infection control and person-centred care. We provide ongoing training and supervision, and all carers are registered with relevant professional bodies. We never place a carer who hasn't met our full compliance requirements.
Our hourly care visits start from 30 minutes. However, we'll discuss your needs thoroughly to help you understand what's realistic. Very short visits may not be enough time to deliver quality care safely, and we'll advise honestly on this. Most clients benefit from a minimum of one hour per visit.
Yes. We work with clients who fund their own care privately, as well as those using Local Authority Direct Payments, NHS Continuing Healthcare funding and Personal Health Budgets. Our team can help you understand your options and navigate the funding process if needed. See our Cost of Care page for more detail.
We have an established team of carers and a dedicated coordinator available during business hours. If your usual carer is unavailable, we will always contact you in advance to arrange a suitable cover carer. We will never simply not turn up. Continuity of care is a core commitment we take very seriously.
Yes. AA Care Consortium is registered and regulated by the Care Quality Commission (CQC), the independent regulator of health and social care in England. This means our services are inspected and held to national standards of safety, effectiveness and leadership. You can check our registration on the CQC website.
Absolutely. Hospital discharge is one of the most common reasons families contact us. We work closely with discharge teams, GPs and social workers to ensure care is in place before a person returns home. If you're expecting a discharge in the next few days, call us now so we can begin the assessment process immediately.
The first step is a free, no-obligation consultation. You can either call us on 020 3049 9731 or submit an enquiry via our contact page. We'll arrange a convenient time to talk through your needs, explain your options and, if you decide to go ahead, arrange an in-home assessment at a time that suits you.
How to make a complaint
If you are dissatisfied with any part of your care or support, you have the right to file a complaint. We encourage you to share your concerns with a staff member, manager, or contact our office so that we can address them promptly, fairly, and respectfully. Every complaint is handled confidentially, taken seriously, and investigated according to our complaints procedure. Instructions on how to make a complaint are also included in your user guide.
Speak to a member of the team first
Contact a staff member, manager, or our complaints officer and clearly explain:
- What happened
- When and where it happened
- How it affected you
- What outcome you would like
Put the complaint in writing
If the issue is not resolved verbally, send a formal complaint letter or email to info@aacareconsortium.co.uk, including:
- Your name and contact details
- Full details of the concern
- Names of people involved, if known
- Any supporting evidence or documents
- The action or resolution you expect
Wait for our response
AA Care Consortium will acknowledge your complaint and investigate it fairly. We follow our complaints policy with defined timescales for responding, and we will keep you informed throughout the process.
Escalate if necessary
If you are not satisfied with the outcome, you have the right to escalate your complaint to:
- Your Local Authority Adult Social Care Safeguarding Team
- The NHS complaints process (if your care is NHS-funded)
- The Care Quality Commission (CQC), if the complaint relates to safety, quality, or poor care standards
Need to raise a concern right now? Call us on 020 3049 9731 or email info@aacareconsortium.co.uk and ask to speak with the complaints officer. We are committed to resolving every concern as quickly and respectfully as possible.
Still have questions?
We're happy to talk it through
If you haven't found the answer you were looking for, our friendly team will be glad to help. No question is too small. This is an important decision and we want you to feel fully informed.