Frequently asked questions
What to expect
Getting in touch can feel like a big step, especially when you are worried about care. These answers explain how Laver Accord works and what you can expect.
1. What can Laver Accord help me with?
We provide independent guidance and practical support when care feels complicated. This includes helping you raise concerns, prepare or progress a complaint, understand care options, prepare for meetings or arrange a move to another provider.
We also support families who need help staying involved in a relative’s care, and provide interim leadership and consultancy for care providers and charities.
Our support does not include legal advice, clinical assessments or personal care.
2. What happens during the free 45-minute consultation?
We talk through your situation, listen to what matters to you and explore whether Laver Accord can help. You can ask questions and discuss possible next steps, with no obligation to take things further.
You do not need to have everything worked out or gather all your records beforehand. The free consultation does not include detailed document review, complaint drafting or contacting a care provider. If further support would help, we explain the proposed work and fees before you decide whether to proceed.
3. What does further support cost?
Some pieces of work are available as fixed-price packages. More involved work, care transitions, visits and ongoing support are quoted individually according to what you need.
Before paid work begins, we confirm the scope and fee. Any additional work, travel or other expenses will be agreed with you beforehand. Charges from care providers or other professionals are separate.
You do not have to pay for support to make a care complaint. Our paid services are optional, and our free guides and tools are available for you to use independently.
4. Can you help before I make a formal complaint?
Yes. You may simply feel that something is not right and want help understanding what to ask or how to raise it.
We can help you organise your concerns, prepare for a conversation or care review, and identify the changes you would like to see. A formal complaint may not always be the most useful first step. If you decide to make one, we can help you prepare it clearly and consider the response.
5. Can you help if I live overseas or cannot visit regularly?
Yes. We can discuss support to help you stay informed and involved when distance, work or family commitments make this difficult.
Depending on your needs, this may include communication with providers, help with care reviews, agreed visits and follow-up on concerns. Support can be arranged for a particular situation or on an ongoing basis, subject to location, consent and access arrangements.
We do not provide continuous monitoring or replace the care provider’s responsibility for delivering safe, appropriate care.
Explore ongoing family support
6. Where do you work, and can support be provided remotely?
Laver Accord is based in Essex and Warwickshire. We can discuss support across the UK, depending on your location and the work required.
Many discussions, document reviews and follow-up activities can take place by telephone or online. In-person meetings and visits can be arranged where appropriate. Tell us where you or your relative is based when you enquire, and we will explain the available arrangements and any travel costs before you commit.
7. What information or permission do you need?
For your first enquiry, a sentence or two about the support you are looking for is enough. Please avoid sending medical or financial details, confidential business information or information identifying other people through the initial form.
If we agree to work together, we will explain what information is needed and how to share it appropriately. Where you are asking us to support someone else, we will agree the necessary consent or other appropriate authority before accessing confidential information or acting on their behalf.
If you are unsure what permission is needed, we can discuss this during the initial conversation.
8. How quickly will you respond, and can you help with urgent concerns?
We aim to respond to telephone, voicemail and website enquiries within two working days. If you leave a voicemail, please include your name, contact number, a convenient time to call and whether it is safe to leave you a message.
Our enquiries are not monitored continuously. Laver Accord is not an emergency or crisis-response service, so please do not wait for a reply if someone needs urgent help. If someone is in immediate danger, call 999.
Read our guidance on urgent concerns
Still have a question?
You do not need to be certain which service you need before contacting us. Your first 45-minute consultation is free and gives us time to understand your situation and explore a suitable next step.