Recipients of a 2017 Princess Royal Training Award

Awarded a coveted Silver Award by Investors in People

Rated outstanding by the Care Quality Commission

Princess Royal Training Award

by Investors in People

Care Quality Commission

Recipients of a 2017
Awarded a coveted Silver Award
Rated outstanding by the

Take a look at our brochure.

Take a look at our brochure.

Want to learn more?

Want to learn more?


Please get in touch.

Please get in touch.

Want to speak to someone about live-in care?

Want to speak to someone about live-in care?

Live-in Care2018-11-05T12:14:46+00:00

Having Live-in Care

Live-in care provides you with an alternative to a residential or nursing home. Your carer lives with you, in your home, providing round-the-clock support. This means that you can stay in your own home, follow your own routines, keep your garden and pets, keep up with your friends and neighbours and live your life just as you want – for a cost equivalent to, or lower than, many residential homes.

  • Stay in your own home

    We all want to be in our own homes, surrounded by the neighbours, garden, pets, furniture and shops that we have always known. We don’t want to be committed to institutional life.

  • You have one-to-one help

    Most care homes work on a ratio of up to four clients to one carer, so cannot give you a dedicated service. Many care homes have upper limits of one-to-one help, while a live-in carer is there for you all the time.

  • Instead of a nursing home

    If someone has recommended a nursing home, in most cases, live-in care is a better alternative. Our live-in carers can do almost all the tasks that nursing home staff do (including helping with PEG feeds, changing dressings, blood sugar prick tests and we are just extending our training to teach carers to use insulin pens).

    And if a nurse is needed for something like an injection, our carers are used to working closely with the District Nurses and arranging their visits. About a third of our clients would otherwise be in a nursing home but are having a far better quality of life as a result of live-in care.

  • Live-in care can work out cheaper than most good care homes

    Consider the service you get at home with a live-in carer. How much would you pay to get the same service in a care home? The weekly cost of live-in care is in the region of £950 to £1,300. The savings are greatly increased when a couple both need care. They can share one live-in carer, rather than paying two care home fees. It is also substantially cheaper than having three carers working in eight-hour shifts.

  • Better outcomes

    Recent research proves that people who have live-in care are less likely to fall, and far less likely to have a hip fracture than people in residential and nursing homes. But its not just physical health. Our research shows that people with live-in care are happier with ‘softer’ positive outcomes too. They enjoy their home-cooked meals and the sense of freedom and independence that’s maintained.

  • Maintain your independence

    Live-in care lets you lead the life you want to lead. You eat what you want, go out where and when you want, see your friends when you want, get up and go to bed when you want.

If you want to contact a current client, to ask them about the pros and cons of live-in care, please contact us and we will introduce you.


When to have live-in care

Many of our clients use our service when their family member or carer needs a holiday. Similarly, we often provide live-in care when our client needs temporary support through a period of convalescence or recuperation, for example when returning from hospital.

Or, people might try live-in care first, while considering whether to go to a residential or nursing home. The consumer magazine Which? now has an Elderly Care section which illustrates the pros and cons of live-in care.


How do I Pay for Care?

We know that care is expensive, whether a few hours a day from a reputable local agency or a full-time carer from us. A live-in  carer from Christies Care will generally cost between £950 to £1,300 a week, depending on the management model. We make no charge for registration or for visiting you to assess your needs and wishes. After our visit, or after a detailed telephone call with you, we can give you a much closer estimate of costs, which vary depending on the level of care needed. As care needs increase, so will the cost.

  • You may qualify for some help from the state but many people have too much free capital (over £23,000), or too much income (over £250 per week), or do not have “substantial” care needs. Therefore a lot of people have to pay their care costs without local authority financial help. If you think that you do qualify for local authority help, it is important to contact them as soon as possible.

  • If one spouse is more dependent than the other, it might pay that the dependent spouse pay for the majority of domestic and care costs – if there is the possibility of becoming eligible for local authority help.

  • You can reduce the overall cost by doing some of the work: if you can take over for a few hours a day, or longer over the weekends perhaps, you will cut the cost of providing cover for a break for the live-in carer. If you can provide a week of care, or more, from time to time, you will reduce the annual cost of care significantly.

  • If family can help financially, we think it is important to have a properly documented loan agreement, to be a debt against the estate on death, and to ensure agreement between siblings.

  • An impaired annuity, paid directly to a care provider, is not subject to tax in the hands of the client, and can pay a generous amount, depending on the health of the client. If a client has an impaired annuity and becomes eligible for NHS continuing health care (free of any means test), it is important to have terms so that the annuity can be paid to the client instead of the care provider (it will then be subject to tax but you will at least get that income).

  • An equity release arrangement can provide funds to pay care costs, or to buy an impaired annuity.

There is no magic wand to pay for care. We strongly suggest that you take advice from a reputable financial advisor about paying for care, before money gets tight. They should be able to help. We have contacts with many independent financial advisors and can introduce you to one, or more, if you want.

NHS Continuing Health Care

This is a complete package of services arranged and funded by the NHS which can be provided in various settings including your own home. The service is free and not means tested.

Not everyone who has ongoing health needs will qualify for CHC but there are times when a person’s eligibility should be considered:

  • If you have a rapidly deteriorating condition which may be terminal;
  • When you are about to be discharged from hospital, particularly if you need permanent full time care at home;
  • When your personal care needs are reviewed;
  • If your physical or mental health decreases rapidly and your current care package becomes inadequate.

Those who live at home and are eligible can have both their health care and their personal care, such as help with dressing and bathing, paid for in full by the NHS. This includes live-in care and Christies Care has an increasing number of clients whose care is at least partly and often fully funded by the NHS.

For more information about the NHS Continuing Health Care service, download the decision support tool here.

You will never receive unsolicited phone calls or emails from Christies Care asking for your banking details.

Please contact us immediately if this occurs.


A Choice of Supervision, Management and Control

Most of this website describes our service where we are a CQC -registered, domiciliary care agency. We employ the carer and take full responsibility for carrying out care tasks properly and in accordance with current regulations. A week of live-in care costs between £950 and £1,300, depending on our client’s condition.

There is an alternative. If you are confident that the manner in which the carer carries out their tasks will not be subject to supervision, direction or control by anyone, then you may use us as an introducing agency, where we don’t employ the carer but introduce them to you, to work under contract to you and to carry out your wishes.

This arrangement costs less, overall, than one where we employ the carer and ranges from about £700 to £950 a week. It is subject to rules set out in the Finance Act 2014.

If you should decide to use our introductory service, then to preserve the genuine self-employed nature of the carer’s work, the following rules must be followed:

  • The manner in which the carer carries out their tasks must not be subject to (or to a right of) supervision, direction or control by anyone;

  • The carer will be self-employed. We will have made sure that they have a NI number and self-employed tax reference or have at least started the process of registration. We will also ensure that they complete a tax return each year and settle their NI and tax obligations. If a carer cannot produce evidence of this we will stop introducing them to clients;

  • The carer is free to work with their choice of client and for more than one agency. They may accept work for a portfolio of clients, each for a comparatively short time of a few weeks, and they will decide whether or not they wish to work for a particular week or set number of weeks;

  • The carer will be trained by us to be ‘suitable’ to meet your wishes and needs. By this we mean that they will be competent to carry out agreed wishes and normal social care tasks;

  • It is important to evidence this relationship and we ask our clients and carers to agree and sign a contract for services, which will set out clearly the carer’s responsibility to do her work without supervision, direction or control.

There are certain aspects where the two services have much in common:

  • We recruit, vet and train all our carers to the same award-winning induction standards;

  • We make the same initial visits to our clients, to assess needs and wishes and to examine risks. These visits are free of charge;

  • We expect to achieve the same standard of continuity and consistency in care and carers;

  • We offer the same out-of-hours service.

There is a third choice for our client:

  • In this scenario the carer is subject to supervision, management and control by the client, while working with their client;

  • It is for the client to employ the carer, deducting tax and NI;

  • That choice is contained in our contract with our client.


Private Carer?

There are many clients who do not wish to use an agency to find their carer or PA.

Some will recruit them from an advert in a magazine or perhaps they are a friend or neighbour.

Are They Trained?

As people have more needs, and their care gets more complex, so the need for training grows.

Our award-winning training team has trained many private carers in the latest techniques for helping people move safely, with how to administer medication properly and safely, and on dementia care and First Aid.

If you have a private carer who you think should be trained, please call our head of training on 01728 605064 or email

Help & Advice

Christies Care is a live-in care agency. We don’t provide care by the hour, or any other service, though we are very willing to supply help and advice. When we learn of a good service, we want to tell people that it exists.

If you want hourly care, whether  you are not ready for live-in care, or you need extra help to complement your live-in carer, please ring our office. We have a growing network of professional care agencies with a good reputation and we may well be able to recommend one local to you.

How do we know which ones are good? Because if we hear good things about an agency, we go and visit, and meet them. If we think that they share the right attitude of providing good quality care, we will recommend them. Many already provide help to our clients, so we can see their performance over time. Please ring us, or email us, if you want us to recommend a good hourly agency to you.

If you need financial advice, we are appointed introducers to St. James Place Wealth Management Plc. We believe that they have an unparalleled reputation and can give proper financial advice to all those who want to explore the options for paying for care. Please get in touch with them here.

If you want advice about any aspect of ageing, whether it is travel insurance or advice on benefits, please contact your local Age UK. Many branches offer practical help too. We have visited several of their offices, and found they give an excellent service. As has Jill Sinclair, the daughter of one of our clients: My Demented Dad.

The internet is something that we find extremely useful, and enjoyable, but many of our clients find it too complex. We have seen a product that enables someone to use and enjoy the internet, in a completely simple way. Something that the most technophobic person could use. It is called the Breezie. The Breezie makes it simple to share pictures, chat face to face and send messages to your loved ones without having to worry about the technology behind it all. And if you like, with Breezie you can also access many popular internet services – to read books, listen to music, check weather or play games, puzzles and more. Here is the website: and a Youtube video.

Many communities are getting together to provide local community support. Just locally to our head office in Suffolk, there are two such projects. One, the Debenham project, is (in the words of its chairman, Lynden Jackson) dedicated to giving practical and emotional support to all in the Debenham area who care for those with dementia. Born in 2009, it has developed, in collaboration with many professional agencies (including Christies Care), a comprehensive set of advice, activities, and support services second to none in rural UK. Another, in Wickham Market, is a combination of a family carers support group and a team of volunteer carers, who can provide brief respite cover for family carers. There may well be something similar near you, your doctors surgery, church, local Age UK may well know.

Our Locations


Safeguarding & Complaints

If you have a complaint about any part of our service, please tell us. You can tell us informally by contacting any member of our team, or our directors (

If you have a formal complaint, you can make it by telephone (01728 605033), post (The Quality Team, Christies Care Ltd, Rose House, Street Farm Road, Saxmundham, Suffolk, IP17 1AL), email ( or in person.


Christies Care will ensure that its complaints procedure is well publicised and fairly applied and that complaints are dealt with promptly, efficiently and properly in all cases.

Christies aim is to provide a high quality service and our aim is to maintain our standards as consistently as we can and to rarely have complaints. However, we accept it is the fundamental right of clients, their families or friends or representatives, to complain about the services they are receiving if they feel unhappy with them. We accept that complaints do happen from time to time and that it is an important part in the running of any service to listen to feedback from clients, to investigate and admit when things do go wrong and to learn from mistakes so that they are not made again.

We believe that it is far better to deal with a complaint early, openly and honestly, for everyone’s benefit.

We understand that having an effective system in place for identifying, receiving, handling and responding appropriately to complaints and comments made by clients, or persons acting on their behalf, is a key element in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 – Regulation 19, and the essential standards of quality and safety with which the organisation must comply to satisfy the registration requirements of the Care Quality Commission.


The company ensures that:

  • Every complaint will be welcomed and taken seriously.

  • We encourage and support a culture of openness that ensure any comment or complaint is listened to and acted on.
  • A full record of each complaint is logged and recorded in line with our internal procedures.
  • All complaints are treated entirely confidentially.
  • A complaint can be made by telephone, in person, in writing or by email to
  • A complaint must be made no later than 12 months after the date the event occurred, or if later, the date the event came to the notice of the complainant, but must be within 18 months of the event.
  • The time limit will not apply if Christies Care Ltd is satisfied that the complainant can give a good reason for not making the complaint within that limit, and despite the delay, it is still possible to investigate the complaint effectively and fairly.
  • All staff will be trained to accept complaints and to deal with them according to this policy.
  • All clients will be made aware of the company’s complaints policy and the information will be available:

    1. On our website:

    2. Displayed in our offices at Saxmundham

    3. Sent out with our contract letters

    4. Summarised in brochure

    5. Included in each Careplan Folder

  • Making a complaint will not cause a client to be discriminated against or have any negative effect on their care, treatment or support.

In the case of verbal complaints:

  • A verbal complaint can be made to any member of staff.
  • Front-line staff who receive a verbal complaint should always welcome the complaint and seek to resolve the problem immediately.
  • If staff cannot resolve the problem immediately, they should pass the complaint to Pre-Quality who will then decide if they can resolve it, if not or if it constitutes a Safeguarding alert then the Quality and Safeguarding team will investigate.

In the case of a written complaint:

  • A written complaint will be acknowledged in writing within two working days.
  • Written complaints will be dealt with initially by pre-quality, or if the complaint relates to a Head of Dept – by HR and the Registered Manager. If the complaint relates to the Registered Manager, then by the Chairman/M.D.
  • Every written complaint will be thoroughly investigated and a written response given within 28 days (Where a complaint is likely to take more than 28 days, in a particularly serious matter where legal advice is taken, for instance, the complainant will be notified of the delay and the reason for it).
  • All written complaints will be treated entirely confidentially and with tact and sensitivity. Details of a complaints investigation will however be recorded by the quality and safeguarding and given a unique number for inspection purposes.
  • Any decision made by the organisation will be fully explained. If a complaint is upheld then Christies will apologise and suggest a plan by which the complaint can be resolved. Where appropriate compensation for out of pocket expenses will be paid.

In cases where the complaint remains unresolved:

  • If the complaint remains unresolved or the client is not satisfied with the outcome, it can be referred to the Local Government Ombudsman (LGO). The LGO provides a free, independent service. The LGO can be contacted for information and advice, or to register the complaint:

  • The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
  • Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaint about providers, but is happy to receive information about our services at any time. You can contact the CQC at:

Care Quality Commission National Correspondence
Newcastle upon Tyne


A complaints log will be kept to record the following:-

  • Each complaint received
  • The subject matter and outcome of each complaint
  • Details of the reasons for delay where an investigation took longer than the agreed response period, and the date the report of the outcome of the investigation was sent to the complainant.

An annual report will be prepared ending 31st March, which will:

  • Specify the number of complaints received
  • Specify the number of complaints that the provider decided were well-founded, partly or fully
  • Specify the number of complaints that the provider has been informed have been referred to other bodies
  • Give the subject matter of complaints received
  • Summarise any matters of importance in those complaints themselves or in the way that the complaints were handled, and summarise any matters where action has been or is to be taken to improve services as a consequence of those complaints.

This report will be available to anyone on request.


Do you know someone who is vulnerable and has care? If you notice any difference in their behaviour or demeanour they may be being abused. The ten different types of abuse and how to recognise them can be found below.

  1. Physical abuse: Someone who is being physically abused might show burns, scalds, bruises, abrasions, fractures, dislocation, welts, wounds, pressure sores or marks of physical restraint. A person who is being physically abused may try to hide the physical signs of abuse with additional clothing and may not want to be touched. They may avoid eye contact and appear frightened.
  2. Domestic abuse: This can be one incident or a pattern of incidents. Domestic abuse includes, physical, sexual, psychological and financial abuse. This can be demonstrated with controlling, coercive or threatening behaviour or violence. Included within Domestic abuse is Female Genital Mutilation and forced marriage.
  3. Sexual abuse: Someone that is being sexually abused may demonstrate a change in their behaviour, show bruising, torn or blood stained underwear, soreness around the genital area, pregnancy and rape. Signs for sexual abuse can be similar to physical abuse in terms of the victim not wanting to be touched and a change in their character. They may avoid eye contact and appear frightened.
  4. Psychological abuse: Indicators of psychological abuse include threats of harm or abandonment, deprivation of contact, blaming intimidation, cyber bullying, harassment, verbal abuse, isolation and neglect. Someone who is being psychologically abused are fearfulness, avoiding eye contact, flinching on approach, unusual weight gain/loss, low self esteem, change in appetite and unexplained paranoia.
  5. Financial or material abuse: This includes theft of personal property, loss of money, valuables or property, forcing changes to a Will or Testament, preventing access to money, property or inheritance, loans from the vulnerable adult to a person and fraud. Signs that someone is being financially abused could be unexplained withdrawals from the bank, unusual activity on a bank account, unpaid bills and unexplained shortages of money.
  6. Modern slavery: This includes slavery, human trafficking, forced labour and domestic servitude (work imposed as punishment). Traffickers and slave masters use whatever means they have at their disposal to coerce, deceive and force individuals into a life of abuse, servitude and inhumane treatment. Signs of this abuse can be similar to both physical and sexual abuse as the victim may avoid eye contact and appear frightened, have an unkempt appearance. They may have few or no personal effects including documentation and be reluctant to seek help through law enforcement.
  7. Discriminatory abuse: This includes racism, sexism, ageism, slurs and offensive remarks, disability, religion, maternity/ paternity, bullying and harassment and sexual orientation.
  8. Organisational abuse: This includes neglect and poor care practice in relation to care provided in a client’s own home. This may range from one off incidents to on-going ill-treatment. It can also be through poor professional practice as a result of the policies, processes and practices within an organisation. Signs that someone is being organisationally abused may be in wearing inappropriate clothing and an unkempt appearance.
  9. Neglect or acts of omission: This can include malnutrition, untreated medical problems, pressure sores, confusion and over-sedation. Ignoring medical, emotional or physical care needs and failing to provide access to appropriate healthcare and support or educational services is also regarded as neglect.
  10. Self-neglect: Someone who is self-neglecting might not care for their personal hygiene, health or surroundings. Such abuse can be displayed in hoarding, antisocial behaviour, neglecting household maintenance and refusal to eat or drink.

If you have any concerns at all please contact one of the following:

  • The police if you feel there is immediate danger to that person.
  • Christies Care who are happy to provide advice.
  • The appropriate local authority.
  • The Care Quality Commission on:

0300 061 6161