Your Guide to Care with Ellia

Welcome to the Ellia Family

A woman with gray hair, glasses, and a white sweater laughing and talking to two older men at a social gathering.

Thank you for trusting us with your care journey. 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.

Three women having a lively conversation in a bright room with large arched windows, one woman with short gray hair smiling and the other two women with short brown and curly gray hair.

We believe that exceptional care starts with exceptional people. Every member of the Ellia team is carefully selected not just for their professional skills, but for their kindness, patience, and commitment to your dignity.

All our staff undergo rigorous vetting and comprehensive training to ensure you are in safe hands. Whether it’s your visiting Care Professional or the office team coordinating your schedule, we are all working together to support your independence.

Meet Your Dedicated Support Team

A Partnership in Care

At Ellia we believe the best support is built on mutual respect and clear communication. We pride ourselves on delivering reliable, high-quality home care across Gloucestershire, ensuring you feel safe, valued, and understood

An elderly man with gray hair leaning over a table, talking to a woman with short white hair, surrounded by other elderly people in a casual dining setting.

An elderly man with glasses and a white shirt is talking to a woman with long gray hair and earrings. They are seated indoors, possibly in a gathering or church setting.

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.

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Text in black says 'Eliia' on a white background.

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