Changes to homecare

Brent Council has recently appointed a number of new homecare providers to deliver care in the area you live.

We are required to appoint new providers every few years in order to deliver good quality services and deliver value for money. 

Most of the providers appointed by Brent Council are already delivering services in Brent, but rather than work in many different areas of the borough, each provider will now have specific locations they will be focusing on.

The quality of care you receive is important to us and there are a number of benefits we aim to achieve by introducing this change: 

  • better support, as home care providers get to know the local community, voluntary and community groups 
  • reduce travel time, which will promote consistency of the carer you see and reduce the number of late care calls 
  • increase the council’s ability to hold providers accountable for the quality of care you receive

Care arrangements

A member of staff from the council will be in contact with you in the coming months to confirm your care arrangements.

Proper handover arrangements will be made so that the quality of your care isn’t disrupted. 

You do not need to move to the new provider if you do not want to. You will be able to choose to stay with your current provider or move to another of your choice.

View map and list of new homecare providers

Before any changes are made

You will have an opportunity to discuss this with an officer from the council and also with the new care provider.

We will ensure that the new provider has your contact details so that they can write to you to tell you about themselves and make sure that you are able to talk to them about any questions you have.

If you want to choose your own provider, you will need to take a Direct Payment and buy your care directly from that provider. The council can work with you to arrange this if this is what you choose to do.

Frequently Asked Questions

Why is Brent Council changing my provider?

Brent Council has completed a process of appointing a number of providers to deliver homecare in specific areas of the borough, these are known as patches. 

The council has decided to change the home care model, to achieve: 

  • better support, as home care providers get to know the local community, voluntary and community groups 
  • reduce travel time, which will promote consistency of the carer you see and reduce the number of late care calls 
  • increase the council’s ability to hold providers accountable for the quality of care you receive

We are also required to re-tender homecare contracts once they have expired, which has resulted in new providers being awarded services in Brent. 

If you are not already receiving a service from the new provider in your area, you will be given information about them and will be supported by a council officer through the process of transferring to that provider. 

You will also be given the option of receiving a Direct Payment.  This will enable you to choose to either to stay with your current provider, move to a provider of your choice or employ a personal assistant.

How and when will the changes take place?

The changes are likely to start in February 2021. 

This will be done patch by patch and it is likely to take several months.

Brent Council will contact you before any changes are made to your provider to let you know your options and what will happen if you do not want to change to the new provider.  A council officer will support you through the process.

Will I be supported through the changes?

Prior to any change to your service taking place you will receive a letter from the council setting out your options. 

This will include moving to the new provider or taking a Direct Payment if you want to choose your own provider or a Personal Assistant. 

You will then be contacted by a council officer who will tell more about what will happen and support you through the process.

Will I be able to keep my current carer?

It is possible that your current carer will transfer to the new provider for your area, in which case you may want to switch to retain this carer(s). 

Otherwise, you could ask for a Direct Payment which will enable you to stay will your current provider or employ a Personal Assistant using a Direct Payment.

What if I don’t want to change to a new provider?

You do not need to transfer to a new provider if you do not want to.

You will be given the option to take a Direct Payment. 

A Direct Payment will enable you to stay will your current provider or employ a Personal Assistant.

What if I don’t want to stay with my current provider, but I don’t want to move to the new lead provider in my area?

You will have the option to take a Direct Payment and either move to a new provider of your choice or employ a Personal Assistant

Will I be reassessed?

We will look at your current package of care and your needs to see if you need to be reassessed by the council. 

The new provider will carry out their own assessment so that they can understand your needs, your likes and dislikes and identify the outcomes you want to achieve and how those outcomes can be achieved.

Will my care package stay the same as it is now?

In most cases your care package is likely to stay the same, however there may be some cases where your care package will change because your needs and how those can be met have changed.

Will I have to pay more for my care?

In most cases you will not have to pay more for your care. 

You may have to pay more if your needs have increased and you are assessed as needing more help. If this happens another financial assessment will take place.

What if the new provider can’t visit me at the same times as my current provider does

We expect that in most cases your new provider will be able to visit at the same time as your current provider. 

However, if the times need to change this will be discussed with you prior to any changes being made. Changes will need to be agreed with you.

What happens if I am unhappy with the new provider once the change is complete and the new service has started?

We hope that you will be happy with your new provider. 

To help with the change a council officer will support you and will deal with any issues as they arise. 

If, after a settling in period, you are still not happy you will have the option of taking a Direct Payment and choosing your own provider or a personal assistant

What if the new provider does not have the same CQC rating as my current provider?

If you are concerned about the Care Quality Commission (CQC) rating of the new provider, we can award you a direct payment so can choose a provider or a personal assistant.