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Hertsmere Valley Care Services Limited © 2016


Frequently Asked Questions

  1. Hertsmere Valley Care Services accredited with the appropriate governing bodies and professional associations?

    1. Yes, we are registered with the Care Quality Commission (CQC), and Care Standards Inspectorate Wales (CSIW) this ensures that we only supply our clients with the highest quality agency workers at all times.

  2. Will I get a visit from someone before the service commence?

    1. Yes, a comprehensive Care Assessment will be conducted to ensure that the package of care to be provided is fully tailored to the needs of the client. The assessment will take approximately 1 hour and will include an assessment of care needs and a general risk assessment for the location where the care service will be provided. Our findings of the assessment will form the basis of the care plan and will detail in-depth information which the care provider will follow when delivering your care. Hertsmere Valley Care Services have a legal obligation to ensure that a care plan is in every home in which our care services are being delivered and to also ensure that they are regularly reviewed. As well as allowing us to officially record all of our clients' care needs, the assessment also gives us a clearer understanding of any personal requirements, therefore enabling us to select healthcare specialists with skills that are best suited to our service user's needs, personality and preferences

  3. What will I need to do before my care service begins?

    1. We would provide you with a copy of your individual care plan to read through and ensure that you are happy with the planned care service. You or any advocate of yours will be required to sign the relevant sections of your care plan, as well as a copy of our Terms and Conditions of service, confirming your wish to proceed.

  4. When and how do I pay for the services?

    1. You will receive an invoice from Hertsmere Valley Care account department approximately 14 days after your care service commences.The invoice will be sent to the person who will be making the payment as advice. This can be the person receiving the care or another nominated family member or solicitor; however, regardless of who the invoice is issued to, liability for payment will ultimately remain with the person who has signed our terms and conditions.

  5. What if my condition changes?

    1. Should any change to your condition is observed, we will simply arrange a suitable time to meet with you and your family member involved with your package of care and conduct a further assessment. If there are any changes, we will ensure that they are added to your care plan and all involved medical professionals will be informed immediately.

Standing Order

If your care require regular hours each week, a standing order is likely to be the easiest option for you. You are required to obtain the applicable documentation to authorize this payment from your bank. Once submitted, this automatically issues us your payment on the nominated date directly from your bank account to ours. If there is any over or under payment we will contact you directly.

BACS payment

You can make a BACS payment if you are set up by online banking from your bank, the use of telephone banking or by simply visiting your bank. Once you receive your invoice.

Credit or debit card

Another quick and easy resolution is to call our payment line and speak to our friendly advisor providing your account number, invoice details and your credit or debit card information. Your card payment will go through instantly and we will send out your receipt in the post.

Refund Policy (for Services)

Bespoke services are defined individually and separately, and are agreed prior to commencement of services being provided by Hertsmere Valley Care Services Ltd, In compliance with trading laws and best practice, service user's have the following rights of cancellation. 7 days right to cancel (after payment) with no service offered, If an initial deposit is requested and paid, no refund will be given if the customer backs out, unless work has not yet started. Once work has been completed according to the agreed schedule, the remaining balance (or full balance if no deposit required) will be due; due to the close and constant communication between Hertsmere Valley Care Services Ltd and the customer during the design/consultation process, no refunds are issued for completed work- If a customer / service user's contravenes Hertsmere Valley Care Service Ltd terms of service a refund will not be issued in the event of such a cancellation.

Your statutory rights are not affected by these terms and conditions.

How can I provide you with feedback on the service?

  1. We welcome all of your feedback, complaints or suggestions. We are always looking to enhance the services we provide. Should we receive a complaint we will ensure this is formally recorded and immediately dealt with in a written format, even if the issue has been resolved immediately.

Please contact us immediately if you do have any concerns. We welcome all lines of communication with all our customers.

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020 3417 3536


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Hertsmere Valley Care Services Limited. No 9 Bell Lane Hendon NW4 2BP Tel: +44 203 3417 3536, Registered in England and Wales: Registration No: 08807439. Licensed by the Care Quality Commission for Social Care Inspection Certificate No: 1-13492 Supporting Independence through personalized home care services.

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