Frequently asked questions answered
To assess our clients and ensure we can meet their support needs.
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.
The majority of our service agreements require a months notice, however this is something which can be waivered in some circumstances.
Yes, where possible you will be assigned the same support worker on an ongoing basis, except to cover staff sickness or annual leave.
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.
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.
Usually 24 hours’ notice is required to cancel, but we will take individual circumstances into account.
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.
All of our staff wear masks and full Protection (PPE) and every precaution is taken to make your visit as safe as possible.
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
Yes, all staff are DBS Checked.
We request 24 hours notice for visit cancellations.
Yes, were possible you will get the same cleaner except when your current cleaner is on leave or absent for another reason.
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
You do not have to order a meal every day, it is a service that can tailor to your needs.
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.
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.
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.
Please rinse the containers and we will collect these on our next visit, which will then be sanitised on our premises.
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.
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.