Your Guide to Support with Ellia
Welcome to the Ellia Family
We understand that inviting support into your home is a significant step, and we are honoured to be working with you.
We have created this Welcome Pack to answer your questions and help you settle in. From understanding how our visits work to meeting the team behind the scenes, you will find everything you need to know right here.
Key Policies &Procedures
Cancellations & Charges
We understand that plans can sometimes change. To protect scheduled staff time and service availability, visits cancelled with less than 24 hours’ notice are chargeable. Cancellations made with more than 24 hours’ notice are not charged. Any chargeable cancelled visits will still appear on visit records and invoices in line with our service terms and conditions.
Charges & Visit Records
All completed and chargeable visits are recorded through our OnCare system and reflected on client records and invoices. If a client has any questions about a visit record or charge, our team will review it promptly.
Safety & Safeguarding
Client safety, dignity, and wellbeing are central to our service. All support staff are vetted and trained, and safeguarding procedures are followed at all times. Any concerns raised are documented and reviewed promptly.
Confidentiality & Data Protection
Client information is treated as confidential and stored securely. Information is only used and shared where necessary to deliver safe and effective support and in line with our data protection responsibilities.
Helpful Videos
Ellia provides friendly, practical home help for older adults across Gloucestershire and the Cotswolds. In these videos, we explain how Ellia works, what support looks like day to day, and how we match you with a trusted Home Helper.
Contact us.
Contact Person: Daisy Alferez
Email: daisy@ellia.org.uk
Phone: 01452 447 199