Our Service Charter

The quality of our care services is paramount to us, and we’re committed to always upholding high standards at Village Care Ltd. We believe that meeting our service users’ requirements, needs, and expectations is the actual measurement of what we do. Our service users are at the core of everything we do.
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Are You Satisfied with Your Current Care Provider?

When considering your current care provider, are they at the level you expect? Do they turn up on time and stay for all the time they’re paid for? Do they respect you, your wishes, and your property, and are you given freedom of choice in your home? If they’re not offering the services you need in a way that fits you, it might be time for a change. At Village Care Ltd, we provide conscientious, service user-centred care that fully fits the needs of everyone we work with. From treating you with dignity and respect to assessing what you need best, we ensure that your experiences with Village Care Ltd are exceedingly positive.

What We Offer

At Village Care Ltd, we’re experts in the delivery of first-class care in County Durham. Our services include everything from standard domiciliary care, such as personal care, meal preparation, and medication, to complex care, including long-term diseases, mental health, and PEG feeding. These services are all completed to the highest standards, and we’re passionate about making a difference in our service users’ lives.

We have a five-step process to ensure you get the service you need. This process starts with a call and includes a care assessment that comprehensively evaluates your needs and how we can meet them. Once you have agreed on a care plan, you will meet your carer, and the plan will commence. This thorough assessment ensures that you have the right level of support and that Village Care Ltd is fully aware of what you need. We arrange your care with you in mind, and we can also offer advice on paying for your care.

Village Care is also committed to providing compassionate and comprehensive palliative and end-of-life care, ensuring dignity and comfort for all patients during their most critical times. Our dedicated team offers specialised support tailored to each individual and their family’s unique needs, ensuring a peaceful environment.

With a focus on holistic care, we integrate pain management, emotional support, and spiritual care guided by empathy, respect, and integrity. Village Care is devoted to enhancing the quality of life for our patients while providing profound support and guidance to their loved ones during these challenging transitions.

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Our Care Commitments

Our care commitments are the bedrock on which Village Care Ltd is built. They ensure service users receive the best services and that our carers know the high standards expected of them. These commitments are echoed throughout our work, and we regularly refer back to them.


Our carers treat you, your home, and your belongings with dignity and respect.


We’ll always be there as arranged and ensure we stay with you for your time.


Our carers will always arrive with clean uniforms and be ready to work.


We communicate with you regularly and openly, including the service user and their family.

High Standards

Our high standards mean we never accept “good enough” - we always go above and beyond.


We’re responsive and promptly respond to comments, complaints, and compliments.

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How We Apply These Care Commitments

Our care commitments are applied throughout a service user’s journey with us. With dignity as a cornerstone, our carers approach each service user with the utmost respect, ensuring that individuals, their homes, and personal belongings are treated with the care they deserve. This approach fosters an environment of mutual respect and understanding, which is crucial for providing compassionate care.

Punctuality is not just about time-keeping; it’s about reliability and trust. Village Care Ltd prides itself on its commitment to being there when needed, ensuring that each visit is not just timely but also meaningful and fully aligned with the service user’s needs.

Cleanliness, especially in care settings, is paramount. Our carers adhere to the highest hygiene standards, arriving in clean uniforms and following strict cleanliness protocols. This commitment extends beyond personal appearance, encompassing all aspects of care delivery, from the cleanliness of the living spaces to the hygiene practices employed during care activities.

Effective communication forms the backbone of our care provision. Village Care Ltd ensures that all communication – with service users, families, and among care teams – is clear, regular, and open. This commitment to transparent communication ensures that care is delivered, understood, and agreed upon by all parties involved.

Our ethos of high standards means that “good enough” is never enough. Our team is dedicated to going above and beyond in every aspect of care, continually seeking ways to improve and enhance the quality of life for those we serve.

Being responsive is critical to adapting and evolving in the dynamic care field. Village Care Ltd quickly responds to feedback, whether addressing concerns, making adjustments based on comments, or acknowledging compliments. This responsiveness ensures that our care remains relevant, practical, and appreciated, continually adapting to the evolving needs of our community.

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