Boring but necessary

Monitoring Quality

We constantly monitor the quality of our service and maintain a core set of policies, practices and procedures. We also have quality assurance programmes, which involve our service users and their relatives/representatives, by asking for comments on the staff and services we provide. This is undertaken annually by an independent professional. The results of the quality assurance questions are available to look at. Just ask your support worker.

Fees and Charges

We are committed to providing value for money within our comprehensive and caring service. The fees charged are calculated on an individual basis: they are dependent on the type of care package required and the individual care and support needs. Depending on a person’s personal financial situation, they can either pay the fees privately, or be funded, if applicable, by the relevant social services or NHS department.


Reachout is fully insured and details of the cover may be obtained from the Manager.


If you, your relative or advocate have a query over any matter of procedure or practice, you are openly encouraged to let staff know, they will put every effort into resolving any problems. It is also important to talk to a member of staff if you have any concerns, big or small.

If you, your family, or a concerned person has a complaint about anything we do, or the services offered and you feel that your support worker has not dealt with the matter to your satisfaction, then it should next be put to the local Manager, Simon Hoey (Norwich district) or Deputy Manager, Cottey Green (Great Yarmouth district), either verbally or in writing.

They will investigate and endeavour to resolve the complaint within 28 working days, reporting and recording the outcome. If the complaint has not been resolved to the complainant’s satisfaction at this point, it will then be referred to the Director, Jane Matheron who will endeavour to resolve the matter. If the matter is still not resolved it will then be referred to the Local Government Ombudsman who can be contacted on 03000610614.

Other Formats

Please ask us if you would like this guide in other formats, such as large print for the visually impaired.