Care services: my home, services and money matters

If something in your room isn’t working or needs fixing, please let a member of the care team know. They will make sure the issue is logged and dealt with as quickly as possible, or arrange for maintenance support if needed.

Your safety is our priority. In an emergency, trained staff are on hand to respond straight away and follow established safety procedures. You do not need to deal with emergencies yourself, staff will take care of this and support residents throughout.

Abbeyfield is responsible for maintaining the building, shared spaces, and fixtures provided as part of your accommodation. If something breaks or isn’t working properly, please tell the care team so it can be checked and resolved.

You are encouraged to make your room feel like home. Small personal touches, such as pictures or furnishings, are usually welcome. Please speak to the care team before making any changes, as some items or alterations may need approval for safety reasons.

Your charges or fees cover your accommodation and the services agreed as part of your care and support. This may include meals, utilities, housekeeping, and care services. Full details will be explained to you clearly, and staff can talk through this with you at any time.

Charges are usually paid by direct debit or another agreed method. If you’re unsure how your payments are made, or need help setting this up, the care team or home administrator can support you.

If you’re worried about paying your charges, please speak to the care home manager or a member of the team as soon as possible. They can talk things through with you, offer guidance, and help you understand what support may be available.

Yes, visitors are welcome, and we encourage you to stay connected with family and friends. Visiting arrangements are in place to ensure everyone’s comfort and safety. Overnight guests may be possible in some circumstances, please speak to the care team to discuss what’s appropriate.

If you’re planning to be away, just let the care team know in advance. This helps us make sure everything is arranged properly while you’re away and that your room and belongings are kept safe.

Pets may be allowed in some care homes or circumstances, but this depends on individual arrangements and safety considerations. Please speak to the care team to discuss your situation.

If your contact details or emergency contacts change, please let a member of the care team or home administrator know so they can update our records.

Support is available if you’re not confident using technology. Staff can help you with everyday digital tasks, and we also offer wider digital inclusion support to help residents stay connected and informed in ways that suit them. Please also visit our Resident Engagement Pages for more information.