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Frequently asked questions answered

General Questions

Why do I need to have a referral visit?

To assess our clients and ensure we can meet their support needs.

How long before my service can start?
This depends on the service. For meal deliveries or emergency shopping, we can start as soon as the following day. For askCAL cleaning, shopping or activities visits we would do an initial assessment and an start date would be agreed with both parties.
What happens if I want to leave the askCAL service, am I tied in for a period of time?

The majority of our service agreements require a months notice, however this is something which can be waivered in some circumstances.

Will I get the same askCAL support worker every week?
Yes, where possible you will be assigned the same support worker on an ongoing basis, except to cover staff sickness or annual leave.
I am under 50 and disabled. Will I still be able to access the Ask Cal services if I need help?
Technically, askCAL is designed for the 50+ generation, but we take into account individual circumstances, so please give us a call to see if we can help.
Do you deliver askCAL services outside the Thanet area?
Currently we only deliver within the Thanet area, but please give us a call as we may be able to find somewhere that delivers near you.
If I wish to cancel a visit from a Support Worker or a meal delivery, how much notice do I need to give?
Usually 24 hours’ notice is required to cancel, but we will take individual circumstances into account.
How do I pay for my services?
You will be invoiced in arrears and when the invoice arrives you can pay by card by calling us, or by cheque or you can set up a standing order with your bank. We try to avoid cash payments, but will look at individual circumstances if this is unavoidable.
Is it safe for staff to visit me or to deliver meals at the moment?
All of our staff wear masks and full Protection (PPE) and every precaution is taken to make your visit as safe as possible.
Is my information kept confidential?
Any information you provide us with will be added to our own database in case we need to refer to it in an emergency situation. In this situation we may need to contact the next of kin you have provided us with or other organisations such as your GP, Paramedics or other organisations offering assistance. We may also keep basic information to provide generic statistics to our funders or grant providers.

Household Tasks Questions

Are the cleaner's criminal record checked?

Yes, all staff are DBS Checked.

How much notice is needed to cancel a visit without a charge?

We request 24 hours notice for visit cancellations.  

Will I get the same cleaner every week?

Yes, were possible you will get the same cleaner except when your current cleaner is on leave or absent for another reason.

Your service is very expensive compared to other cleaning services, why?

At Age UK Thanet askCAL Service we are more than just a cleaning service.  We offer welfare checks and are on hand to assist when help is needed.  Our staff are trained to work with older people, including those living with dementia.

Hot Meal Delivery Questions

Do I have to have a meal every day?

You do not have to order a meal every day, it is a service that can tailor to your needs.

What time will the meals arrive?

The meals will arrive between 11.30 and 2pm on the first round, or 2.30pm-4.30pm on the second round. We cannot guarantee a specific time, but we will do our best to advise where you may fall into our rounds.

Who do I contact to you to place an order?

You can call our office number to order and set up our service on 01843 223881 or call our kitchen directly for more information regarding the meals on 01843 282910.

How do I pay for the service and how much is it?

Payment for the service is paid via invoice monthly. For details on the price list please visit our price list under services on our opening page.

What do I do with the container after I have finished?

Please rinse the containers and we will collect these on our next visit, which will then be sanitised on our premises.

Can I reheat my food safely?

Our meals can be reheated in a microwave. We do recommend eating this hot when delivered but do insist the food is reheated over 75 degrees to ensure safety.

Do you consider clients with allergies or allergens?

We take allergies and allergens very seriously, so insist any are declared when service begins to ensure safety of our clients. We consider all dietary requirements but treat each individual case separately as some are more complex than others.

Get in touch for any other questions