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You'll find below some frequently asked questions about our Outdoor Activity Support service and we hope these will help you decide whether this service is right for you.

Where can we accompany you?

We can accompany you to many places, for example a walk to a park or club, accompanying you on public transport to one-off or regular events, accompanying you to doctor's appointments or leisure activities. This list is not exhaustive so please contact us to see if we can accommodate your request.

Can you arrange the activity for me?

It will be your responsibility to arrange where you want to go and how to get there. However if you would like to go out but do not know where to go we can provide details of clubs and groups in your area.

Is the service available in all areas?

Yes, it is available across Essex, Thurrock and Southend.

What time is the service available?

The service is available from 8.30am to 4.30pm however please do contact us to discuss your individual requirements as we may be able to help you.

What is the cost of the service and how do I pay?

There is a one off £20 registration fee which is payable by cash or cheque at the first home visit. The hourly charge is £16.65 for a minimum of 2 hours and is payable monthly. We recommend Direct Debit but card payments can be taken over the telephone. We do not accept cash payments and our staff are not allowed to take them due to the risk to their safety of carrying cash.

How much notice do you need to give before we can arrange for someone to accompany you?

If you are an existing client we will require a minimum of seven working days. If you are a new client, we will endeavour to arrange the service for you as soon as possible following your request. Please note that for new clients we have a referral process that we need to go through which entails one of our staff coming to visit you at home.

Will I have the same member of staff for each activity?

If you are requesting a regular weekly activity service we will do our best to ensure you have a regular member of staff but for occasional requests this many not be possible. If you have another service with us we are unable to guarantee that it will be the same member of staff who accompanies you on an activity.

What if I need to cancel my activity?

We require 24 hours notice to cancel a visit. You could be charged the cost of the visit unless the cancellation is due to an emergency.

What if my scheduled visit falls on a statutory holiday?

You will be asked if you would like the service on an alternative day in the week and we will make every effort to reschedule your appointment for another day and time, in some cases this may be with an alternative member of staff to your usual one.

What we cannot do

Please note we cannot assist with mobility so you will need to be independently mobile. We cannot administer medication or provide personal care of any nature. We are unable to attend an event in another persons private home but we can accompany you to it and arrange to meet you again later to accompany you home again.

If I am not happy with the service what should I do?

We would encourage you to speak to our staff directly as often this is easily resolved and our staff aim to complete tasks to your expectations. However if you feel unable to do this or the situation remains unresolved then please contact our Home Help Customer Care Team who will assist you in finding a solution.

Who do I speak to if I have a general enquiry, compliment, complaint or any other comments on the service?

We have a dedicated Customer Care Team who will be able to answer your general queries on the service. The direct number for them is 01245 423 333. You can also email the Customer Care Team at homehelpandtoenailscustomercare@ageukessex.org.uk.

If you would like to write to the Customer Care Team, the postal address is Home Help and Toenail Cutting Service Customer Care Team, Widford Hall, Widford Hall Lane, Off Tattersall Way, Chelmsford CM2 8TD. We encourage our customers to communicate any comments to us as your feedback will help us to help you in delivering a quality service to be proud of.

We listen to our customers and value every single one, we want you to feel we care about you, that you can trust us and that we are committed to providing you with the best service we can.