Technical issues

Major third-party outage affecting our home care services

We are currently experiencing significant disruption to our home care services due to a major outage.

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Home care is where we provide a care service in our customers homes. If you don’t receive this service, you are not affected by this.

A third-party supplier, Advanced, provide a system called Staffplan which we and hundreds of other care providers across the UK use to manage our care calls. This system is currently down, and we have not been given an indication when it will be back online.

We have reverted to manual processes and put in place contingency plans to make sure we are able to maintain this service.

If you have a query about your care or the care of a loved one, please direct this to your local branch. We will try to answer your call as quickly as possible, but you may wait longer than usual.

If your call is not an emergency, we ask that you call back another time to allow us to handle urgent calls at this time.

We thank you for your patience and will keep you updated.