Choosing home care for yourself or a loved one is always a big decision. At Tiggo Care, we understand that you need clarity, reassurance, and transparency from the very beginning. That’s why our process is clear, compassionate, and carefully designed to make sure every person receives the right kind of support.
We’ll be with you at every step, from your first call to your first day of care, making the experience as simple and personal as possible.
Your journey with Tiggo Care begins when you reach out to us. You can contact us by phone on 020 8102 8628, email at info@tiggocare.com, or via our website form. Once we’ve received your enquiry, we’ll arrange an initial phone call to understand more about your situation.
During this conversation, we’ll ask who needs care, what type of support you’re looking for, where the care will take place, and how often visits or live-in care might be needed. This initial conversations helps us to understand whether Tiggo Care is the right match for your needs. If we believe we can help, we’ll suggest a face-to-face consultation in your home with our Care Manager.
The consultation is at the heart of everything we do. It’s much more than a meeting; it’s our opportunity to really get to know you or your loved one.
During this visit, we’ll talk through the person’s daily routine, preferences, health background, and personal interests. We’ll also discuss the kind of care they’d like, whether that’s live-in care, visiting care, respite care, or companionship support. This helps us find carers who can meet both their care needs and connect with them on a personal level.
It’s also your chance to ask questions about how Tiggo Care works. We’ll explain how our managed service provides reassurance, continuity, and professional oversight, benefits that private freelance carers cannot always offer.
We almost always hold consultations in the person’s home. This allows our Care Manager to understand the layout, assess accessibility, and confirm that carers can easily reach the property. It also helps us see how daily routines work within the environment.
Sometimes, a consultation takes place in a hospital. This happens when someone is ready for discharge but needs a signed care agreement before they can go home. In those cases, our Care Manager visits the hospital to make sure everything is set up in time.
We avoid virtual consultations. In our experience, they make it harder to have open, natural conversations. Carers and clients often feel more comfortable in person, where we can get a better sense of personality and rapport.
It’s important that the person receiving care is present at the consultation. Seeing them helps us assess their needs accurately and ensures that the service we design truly suits them.
After the consultation, we’ll work together to agree on a care plan. This plan sets out the schedule, the type of support, and the start date. It might include 24/7 live-in care, a few visits each week for personal care, or short visits for companionship and help around the home.
Every plan is unique. We design it around your loved one’s lifestyle, needs, and preferences. It is not a fixed template. Once the plan is ready and the start date agreed, we’ll prepare the necessary paperwork and send it for signing.
Before care begins, we’ll send a contract via DocuSign so it can be completed quickly and securely. For clients who find technology challenging, we can arrange for one of our supervisors to visit and bring a printed copy to sign at home.
Sometimes, the person receiving care isn’t the one who signs. For example, if your loved one has dementia or lacks mental capacity, a family member or Power of Attorney can sign on their behalf.
We understand that care arrangements can involve different people: the client, a family contact, a care coordinator, and a bill payer. We handle these arrangements sensitively and ensure the right person is authorised for each step.
Care can only begin once the contract is signed. This step protects both the client and the carer, ensuring everyone has agreed to the care plan and understands their responsibilities.
When the start date arrives, our field supervisor accompanies the carer on the first visit. This introduction is an essential part of our service. It allows everyone to meet, review the care plan, and confirm that the setup works as intended. Our field care supervisor will also ask you to sign a consent form electronically and take a photo of you for the care plan.
The supervisor often stays for the entire duration of the first visit to observe and make any minor adjustments to the care plan or risk assessment. This ensures everything runs smoothly and that the carer feels confident supporting your loved one.
By the end of this visit, most clients and carers have already built a warm connection, setting the tone for ongoing, consistent care.
We know that consistency matters. That’s why we aim to assign at least two regular carers for each client package. This way, if one carer takes leave or becomes unwell, another familiar carer can step in without disruption.
For smaller care packages, such as a single weekly visit, it may be more practical to have just one carer. Regardless of the setup, we always prioritise continuity and familiarity to help build trust and routine.
We understand that care needs can range from planned to urgent. Typically, there’s a gap of around 7 to 10 days between signing the contract and the first day of care. This allows us to schedule carers, confirm rotas, and make sure everything is properly organised.
However, we can move quickly when needed. In urgent situations, care can begin within 24 hours, although the contract must always be signed before the first carer arrives.
For clients who prefer to plan ahead, we encourage signing the contract at least a week before the desired start date. This ensures your care team is ready and everything is arranged without rush or uncertainty.
Our payment process is designed to be simple and transparent. After each period of care, we’ll send you an invoice detailing the visits and hours of care provided. You’ll have five days to review it and confirm everything looks right.
Once that review period ends, payment is collected automatically by Direct Debit, so you never have to worry about missed payments or manual transfers.
This approach ensures accuracy and convenience. You only pay for care that’s been delivered, and our system is always accurate and correct. For your peace of mind, we double-check every invoice before it’s sent.
We also work with various funding arrangements. Tiggo Care accepts private payments, local authority Direct Payments, and NHS funding. Our team is familiar with local council systems and can accommodate different funding methods smoothly.
Every stage of our process has been carefully built to balance efficiency with empathy. From the first phone call to the first day of care, our goal is to provide clarity, trust, and peace of mind.
By following this structured approach, we make sure that:
Our process reflects the same values we bring to every care visit, reliability, compassion, and attention to detail. It’s what helps our clients and their loved ones feel confident that they’ve made the right choice.
If you’re thinking about arranging care for yourself or a loved one, we’re here to make the process easy and reassuring. Contact us today to discuss your needs, and we’ll guide you through every step, from the first call to the first day of care.
Most care arrangements start within 7 to 10 days of signing the contract. If you need care sooner, we can begin within 24 hours, provided the contract has been signed.
Yes. If your loved one is in hospital and cannot be discharged without a care plan in place, our Care Manager can visit there to complete the consultation.
Yes. On the first day, our field care supervisor introduces the carer in person and observes the visit to make sure everything goes smoothly.
We accept Direct Debit payments, local authority Direct Payments, and NHS funding. You’ll always receive an invoice in advance and only pay for care that’s been provided.
Get in touch with Tiggo Care today to see how we can help you or your loved one.
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