Frequently Asked Questions

Everything families and professionals ask us most about home care, live-in care, supported living, reablement and our Ofsted-registered children's homes. For audience-specific questions see FAQs for Families and FAQs for Professionals .

About our care

What kind of care do you offer?

Nwando Care provides domiciliary care , live-in care , supported living , reablement , specialist and complex care , and end-of-life care for adults across North London, Essex and Hertfordshire. We also operate Ofsted-registered children's residential homes for ages 8–17. We are CQC-registered for personal care and Ofsted-registered for children's services.

What is the difference between domiciliary care and live-in care?

Domiciliary care means carers visit at set times — from 30-minute calls to several visits a day. Live-in care means a carer lives in the person's home and provides support around the clock. Live-in care suits people who need continuous supervision; domiciliary care suits people who need help with specific routines.

What is supported living and who is it for?

Supported living combines a tenancy with tailored support so adults with mental health needs, autism, learning disabilities or complex needs can live independently. The person holds their own tenancy; our staff provide the care and support around it.

What is reablement?

Short-term, goal-focused support — typically up to six weeks — that helps people regain skills and confidence after a hospital stay, illness or injury. The aim is independence, not long-term dependency.

Do you provide dementia care?

Yes. We support people living with dementia at home through domiciliary and live-in care, with dementia-trained staff.

Do you offer emergency or short-term care?

Yes. Emergency adult live-in or domiciliary care can mobilise within 24–48 hours, including hospital-discharge and safeguarding referrals.

Quality and safety

What is your CQC rating?

Our domiciliary service's current overall rating is Requires Improvement (report published 6 April 2026, inherited from the last inspection under the previous provider; Effective, Caring and Responsive were rated Good). Nwando Care Limited registered this location on 24 November 2025 and awaits its first inspection under the new registration. More detail is on our Quality & Governance page.

Who will be looking after my loved one?

Trained carers who complete enhanced DBS checks before deployment and structured induction training. We match carers to clients based on needs, personality and, where possible, language and culture.

How do you manage safeguarding?

Safeguarding is our highest priority. All staff are trained and DBS-checked, each service has a Designated Safeguarding Lead, and we follow local authority safeguarding procedures with full incident reporting.

Is my family member safe?

Yes — safeguarding is central to every service. Every package operates clear risk assessments, and families can raise concerns directly with the care manager at any time.

What if I have a complaint or concern?

Speak to your care manager or key worker first. We have clear complaints and whistleblowing procedures, and unresolved complaints can be escalated to the Local Government & Social Care Ombudsman (adults) or Ofsted (children's homes).

Funding and cost

How is care funded?

Five main routes: self-funding, local authority commissioning, NHS Continuing Healthcare, Direct Payments, and Personal Health Budgets. We support families through the assessment process for each.

What does care cost?

Costs vary with the level and duration of support and the funding route. We provide a free consultation and a written quote before any care starts.

Do you accept Direct Payments?

Yes.

Do you accept NHS Continuing Healthcare packages?

Yes, including fast-track end-of-life referrals.

Referrals and getting started

What is the referral process?

Families can contact us directly; professionals can refer via our referral forms . We carry out an assessment, agree a support plan, and confirm start dates in writing.

How fast can care start?

Routine packages typically mobilise within 5 working days; emergency referrals within 24–48 hours.

How are carers matched to clients?

By assessed needs, skills required, continuity, personality and, where possible, language and cultural preference. We aim for consistent, small teams.

Can I stay involved in my child's or parent's care?

Yes. Families are involved in planning and reviews, and we provide regular updates. For children's homes, family contact is built into each child's plan.

For professionals

What types of care placements do you offer?

Adult services (CQC-registered): domiciliary, live-in, supported living, reablement, specialist/complex, end-of-life. Children's services (Ofsted-registered): residential placements for ages 8–17 including trauma, autism, ADHD, SEMH and disrupted placements.

Where are your services based?

North London (Haringey, Enfield, Barnet, Camden, Islington), Hertfordshire and Essex. Head office: Unit 301 The Chocolate Factory, 5 Clarendon Road, London N22 6XJ.

Do you accept emergency placements?

Yes — 24–48 hour mobilisation for adults, subject to assessment. Children's emergency placements are considered case-by-case with matching and risk assessment.

Do you provide outcome reporting?

Yes — outcomes monitoring feeds our Impact Dashboard , and commissioner reporting is agreed per contract.