Terms & Conditions
Welcome to Essex Home Support. These terms explain how we work, what you can expect from us and what we ask of you. Please read them before booking a visit. Last updated: October 2026.
Simple, fixed prices
Home help is £27 an hour. Cleaning is £24 an hour for general cleaning and £32 an hour for deep cleaning. There is a one-hour minimum, no travel charge and no added fees.
No contract
There is no minimum term and nothing to sign up to. You can change, pause or stop your support at any time. Each visit needs 48 hours' notice to cancel, otherwise that visit is charged.
Non-Medical Support
Our service is non-medical. We offer companionship, practical help and everyday support at home. We do not provide personal care, clinical care or emergency medical services.
In an emergency
Call 999. For urgent medical advice, call NHS 111. We are not an emergency service.
The full terms
These are the full terms that apply when we arrange or carry out any service for you. If anything is unclear, call us on 07719 634112 and we will talk it through before you agree to anything.
Urgent Situations
In case of emergency, please dial 999 or contact the NHS (111). We are a non-medical service and do not provide emergency care or clinical support.
1. About us
Essex Home Support provides non-medical home help, companionship and everyday support for older people across Essex. We are based in Leigh-on-Sea. In these terms, “we”, “us” and “our” mean Essex Home Support, and “you” means the person receiving support or the person arranging it on their behalf.
2. Our services
We offer companionship visits, light household tasks, shopping and errands, kitchen and meal help, medication prompts, accompanied appointments, safety and comfort checks, pet care assistance, cleaning, seasonal garden tidy-ups, and introductions to our partners for stairlifts and personal alarms. Exactly what we do for you is agreed at your free first visit.
3. Prices
Home help is £27 an hour. Cleaning is £24 an hour for general cleaning and £32 an hour for deep cleaning, and hygiene cleaning starts from £45. Gardening is quoted at your free visit. All visits have a one-hour minimum. We do not charge for travel and we do not add fees. We confirm the price with you before any work starts, and we will tell you before any change to our rates.
4. Your free first visit
For home help, we start with a free visit and there is no obligation. We look round, talk through what is needed and confirm the price. Visiting you or receiving an enquiry does not create a contract. An agreement is formed only once we have agreed the service and the price with you and you have confirmed that you would like us to go ahead.
5. No contract
There is no minimum term and no contract to be tied into. You can pause, change or stop your support at any time. Each visit needs 48 hours' notice to cancel, as set out in clause 8.
6. Booking and availability
Availability depends on where you live and on our current schedule. We may decline or pause a request if we cannot provide the right support safely. If that happens we will tell you and, where we can, suggest an alternative.
7. Payment
Payment is taken in advance by direct debit through GoCardless or Stripe. Otherwise we invoice you, and each invoice shows the visits, the hours and the amount due. Please pay by the due date shown on the invoice. There are no added fees. If a payment is overdue we will contact you first, and we may pause visits until the account is up to date.
8. Cancelling a visit
Each visit needs at least 48 hours' notice to cancel or change, so that we can let your helper know. If a visit is cancelled with less than 48 hours' notice, that visit is charged. Apart from this we do not add any fees.
9. Stopping your support
There is no contract, so you can stop your support whenever you like. You only pay for the visits already provided and for any visit cancelled with less than 48 hours' notice. To stop, call us on 07719 634112 or send a message through the contact form on our website. Nothing in these terms affects your statutory rights as a consumer.
10. Ending the service
We may end the service if there is a risk to the safety of you or our helpers, if behaviour becomes abusive or threatening, or if an account stays unpaid after we have contacted you. We will explain why and give as much notice as we reasonably can.
11. Non-medical support
Our service is non-medical. We provide companionship, practical help and everyday support. We do not provide personal care, such as washing, dressing or help with the toilet, and we do not provide nursing, clinical or emergency care. Medication prompts are reminders only. We do not administer medication or give medical advice.
12. Regulation
Because our service does not include personal care or any other activity that must be registered, Essex Home Support is not registered with the Care Quality Commission (CQC). If your needs change and you need regulated personal care, we will tell you and can help you look for a suitable provider.
13. Our helpers and arranged services
Our helpers hold an enhanced DBS check. Some services, such as cleaning and gardening, are carried out by independent local providers who we choose and arrange for you. We remain your single point of contact, and you can raise any concern with us.
14. Access to your home
If you ask us to hold a key or use a key safe, we will keep the details secure and use them only for agreed visits. Please tell us about anything we should know for safety, such as pets, trip hazards or changes in someone's health.
15. Shopping and money
When we shop for you we will agree a budget first, keep receipts and return any change. We will never ask for your bank card PIN, passwords or other security details, and we cannot accept gifts of money or valuables.
16. Safeguarding
We take the safety and dignity of the people we support seriously. Where we have a genuine concern that someone is at risk of harm, we may share that concern with their family or with the relevant authorities.
17. Our responsibilities
We will provide our services with reasonable care and skill, and treat you with courtesy and respect. Your legal rights as a consumer, including under the Consumer Rights Act 2015, are not affected by these terms.
18. Your responsibilities
Please give us accurate information about the support you need, keep your home safe to work in, and tell us promptly about any change that could affect your support. Please keep valuables and sensitive paperwork out of the way.
19. Liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Otherwise, we are not responsible for losses we could not reasonably have predicted, or for delays and changes caused by events outside our control, such as severe weather or sudden illness.
20. Partner services and offers
We introduce partners, including Acorn Stairlifts and Careline365, so that you can arrange stairlifts and personal alarms with them directly. Any contract for those products and services is between you and the partner, and the partner's own terms apply. Offers shown on this website, such as £50 off a stairlift through Acorn Stairlifts or a discount code for Careline365, are provided by the partner and are subject to their terms and availability.
21. Complaints
If something is not right, please tell us as soon as you can, by phone on 07719 634112 or through the contact form on this website. We will acknowledge your complaint promptly, look into it fairly, and tell you what we have found and what we will do about it.
22. Your information
We handle personal information as set out in our Privacy Policy.
23. This website
The information on this website is for general guidance and enquiries only. We take care to keep it accurate, but please contact us for details about your own situation. This website does not take online payments.
24. Changes to these terms
We may update these terms from time to time. The version that applies to you is the one in place when you agreed the service.
25. Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring a claim in your local courts.