Connecting our homes and your family
We know how important it is for you to stay close to your loved one and feel involved in their life and care.
When someone moves into one of our homes, we support the whole family, not just the person who lives with us.
This page shares the key things you’ll want to know, from visiting and keeping in touch to getting involved in everyday life in the home.
Visting arrangements
You’re always welcome to visit - our doors are open.
We just ask for a little understanding:
during mealtimes
late at night
if the home is managing an infection outbreak, when visits may need to be limited.
If you’d like to talk about your loved one’s care, or plan a trip out together, please let us know in advance so a team member can support you.
Please note: everyone has the right to choose who they do or don’t receive visits from, and we always support visiting in line with each person’s wishes.
Joining in activities and daily life
We offer a mix of group and one-to-one activities based on people’s interests, hobbies, and abilities.
Families are very welcome to:
join activities or events
come along on trips out
spend time together in the home.
You can see what’s coming up on noticeboards around the home, or ask a team member at any time.
How can families find out what’s coming up?
Upcoming group activities and events are shared on noticeboards around the home, and our team is always happy to talk you through what’s planned.
How do you support activities for people with complex health needs?
Activities are adapted around each person’s physical, clinical, and cognitive needs.
Our teams work closely with nursing and therapy colleagues to make sure activities are safe, comfortable, and meaningful.
How do you balance safety with independence?
We support people to do as much as they can, as safely as possible.
Our teams assess risks carefully and put the right support in place, so people can stay active and involved while being safe.
Can activities support rehabilitation or therapy goals?
Yes. Activities are often planned alongside therapy and rehabilitation goals, helping people build skills, confidence, and independence as part of everyday life.
How do you involve families who live far away?
We keep families involved through regular updates, phone or video calls, care reviews, and tools like Famileo, so distance doesn’t mean missing out.
Keeping in touch
We’ll agree with you and your loved one how you’d like to stay in touch, so communication works for everyone.
This might include:
regular conversations with the team in the home
care plan reviews and updates
newsletters and home updates
phone or video calls
Famileo, an app where families can share messages and photos, and see updates from daily life.
We also hold families and friends meetings, where you can hear updates, share feedback, and help shape life in the home.
Please note: we always respect privacy and choice. If your loved one can make their own decisions, we’ll ask their consent before sharing information.
Holidays and time away
We support people to enjoy short breaks or holidays, with help from our teams where needed.
We’ll talk things through with you in advance and make sure any plans are safe, comfortable, and right for your loved one.
If this is something you'd like to explore, speak to the Home Manager or request a copy of our ‘Service user holidays policy’.
Where appropriate, you can also arrange your own holidays together, and we’ll be happy to advise and support so everything runs smoothly.
Useful links for families and carers
We know that supporting a relative with complex care needs can sometimes be challenging.
Below you’ll find a list of charities and organisations offering advice, emotional support, and practical resources for families and carers.
Links to charity websites
Support for carers
Carers UK - Carers UK is the leading national charity for unpaid carers. They advocate for, champion, connect and support carers across the UK, so that no one has to care alone.
Carers UK’s Digital Resource for Carers - Carers UK and NHS England have teamed up to provide unpaid carers in England with advice, information and support.
Chill4us Carers - Chill4us Carers is a social network community for family carers. It's a peer support group offering carer resources.
TLAP Care and Support Jargon Buster - TLAP's jargon buster is a directory of Plain English definitions of commonly used words and phrases in health and social care.
The Samaritans - The Samaritans provide 24 hour emotional support to anybody experiencing distress, despair or suicidal feelings. You can also talk to someone face to face if needed.
Togetherall - Togetherall is an online mental health and wellbeing service offering self-help programmes, creative outlets and a community that cares.
Explore care homes across England for adults with complex needs.
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