Frequently Asked Questions
Home Care in North London
Pottersliving answers your questions about domiciliary care, costs, coverage, safety and getting started.
About Our Services
Q: What home care services does Pottersliving Ltd provide in North London?
A: We provide CQC-registered domiciliary personal care — including personal hygiene, continence care, mobility support, medication assistance, meal preparation, companionship, night care and respite. We also provide live-in care and domestic cleaning services. The CQC regulates all personal care services.
Q: Is Pottersliving Ltd regulated by the CQC?
A: Yes. Pottersliving Ltd is registered with the Care Quality Commission (CQC) to provide the regulated activity of Personal Care. This means our services are subject to national regulatory standards and CQC oversight.
Q: Does Pottersliving provide nursing care or medical treatment?
A: No. We provide Personal Care only — this does not include nursing care, wound dressings, injections, PEG feeding, stoma care, or any clinical medical treatment. Where nursing or clinical input is required, we coordinate with NHS district nurses, GPs and community health teams.
Q: Who can receive home care from Pottersliving?
A: We support adults aged 18–65 and 65+ living with a range of conditions including dementia, mental health conditions, physical disabilities, sensory impairments, age-related frailty and end-of-life needs, across Haringey, Enfield, Barnet, Islington and Waltham Forest.
Q: Can someone with dementia stay at home with care support?
A: Yes — with the right person-centred home care, many people with dementia can remain safely and comfortably at home for longer.
Q: What is life story work in dementia care?
A: Life story work uses information about the person's past — their interests, career, family, culture — to guide carers in delivering familiar, meaningful and personalised care.
Q: Do your carers have dementia training?
A: Yes — all care staff receive dementia awareness training, and our approach is grounded in person-centred dementia care principles.
Q: How do you manage distress or challenging behaviour in dementia?
A: We use calm, person-centred approaches — looking for the unmet need behind the behaviour — and work closely with families and healthcare teams.
Q: Are your cleaning services regulated by the CQC?
A: No — domestic cleaning is not a regulated activity. However, Pottersliving as an organisation is CQC-registered for Personal Care, and the same standards of professionalism, accountability and staff management apply to all services we deliver.
Q: Can I have cleaning services if I don't need home care?
A: Yes — cleaning services are available independently of personal care services.
Q: Can I have both cleaning and personal care?
A: Yes — many of our service users benefit from both, which we can coordinate seamlessly.
Q: Do I need an assessment for cleaning?
A: No formal assessment is required for cleaning services — we simply have an initial conversation to understand your needs and preferences.
Q: Are your cleaning staff insured?
A: Yes — all Pottersliving staff are covered under our business insurance.
About Our Coverage Area
Q: Which areas of North London does Pottersliving cover?
A: We provide home care across the London Boroughs of Haringey, Enfield, Barnet, Islington and Waltham Forest — including areas such as Wood Green, Tottenham, Edmonton, Finchley, Archway, Walthamstow and many more.
Q: Is Pottersliving based in North London?
A: Yes — our registered office is in Wood Green, London Borough of Haringey.
Getting Started
Q: How do I arrange home care with Pottersliving?
A: Simply call us on 07359402450 or email info@pottersliving.co.uk. We'll have an initial conversation about your needs, then arrange a face-to-face assessment in the person's home. Care planning follows, and care can begin once everything is in place.
Q: How quickly can home care start?
A: We will always endeavour to start care as quickly as possible following assessment and care planning. For urgent situations — such as hospital discharge — please contact us to discuss your timescale.
Q: Do you provide care for people just leaving hospital?
A: Yes. We provide home-from-hospital transition support and can work alongside hospital discharge teams to ensure a safe and supported return home.
Funding and Costs
Q: How can I fund home care?
A: Home care can be funded privately (self-funded), through a local authority following a needs and financial assessment, through NHS Continuing Healthcare (CHC) where health needs are primary, or via a direct payment. We can advise on the right pathway for your situation.
Q: Do you work with local authorities?
A: Yes. We work with all North London local authorities — including the London Boroughs of Haringey, Enfield, Barnet, Islington and Waltham Forest.
Quality and Safety
Q: How do you ensure care is safe and high quality?
A: Through robust safeguarding procedures | safer recruitment including enhanced DBS checks | regular care plan reviews | spot checks and supervision visits | quality audits | open complaints and feedback processes | 24/7 on-call management support.
Q: Who is responsible for the quality of care at Pottersliving?
A: Jacqueline Bouabre is the Registered Manager and Director of Pottersliving Ltd. An experienced health and social care professional with over 10 years of experience and a BA (Hons) in Health and Social Care, she holds full operational responsibility for care quality, staff management, safeguarding, and regulatory compliance — dedicating 100% of her working time to this role.
Q: What happens if I have a concern or complaint?
A: We take all concerns seriously. You can raise a concern directly with our Registered Manager by phone (07359402450) or email (info@pottersliving.co.uk). If you remain dissatisfied, you have the right to escalate to the Care Quality Commission (CQC) or the Local Government and Social Care Ombudsman (LGSCO).
WEBSITE LEGAL, PRIVACY AND COMPLIANCE POLICY SUITE
Pottersliving Ltd
1. PRIVACY AND DATA PROTECTION POLICY
Policy Statement
Pottersliving Ltd recognises that protecting personal information and maintaining confidentiality are fundamental responsibilities when delivering health and social care services.
Individuals receiving care, making enquiries, applying for employment, or otherwise interacting with Pottersliving Ltd trust us to handle their personal data responsibly and securely.
We are committed to ensuring that personal data is collected, processed, stored and shared in accordance with relevant legislation and professional standards.
Pottersliving Ltd processes personal information in accordance with:
• UK General Data Protection Regulation (UK GDPR)
• Data Protection Act 2018
• Information Commissioner’s Office (ICO) guidance
• relevant Care Quality Commission (CQC) standards relating to confidentiality and record keeping.
Our data governance approach is built upon transparency, accountability and respect for individual rights.
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Scope
This policy applies to all personal data processed by Pottersliving Ltd.
It covers information relating to:
• individuals receiving care services
• relatives, representatives and advocates
• people making enquiries about services
• employees and care professionals
• consultants and contractors
• job applicants
• partner organisations and professionals.
Personal data may be collected through:
• the website and online enquiry forms
• telephone or email communication
• care management systems
• recruitment and employment processes
• operational records and documentation.
All staff and consultants working with Pottersliving Ltd must comply with this policy.
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Data Protection Principles
Pottersliving Ltd adheres to the principles defined under UK GDPR.
Personal data must be:
Lawfully, Fairly and Transparently Processed
Personal information is processed only where a lawful basis exists and individuals understand how their data will be used.
Collected for Specific Purposes
Information is collected only for legitimate purposes related to care provision, service delivery, organisational operations or employment.
Data Minimisation
Only information necessary for the intended purpose is collected.
Accuracy
Reasonable steps are taken to ensure information is accurate and updated where necessary.
Storage Limitation
Data is retained only for appropriate periods based on legal and operational requirements.
Integrity and Confidentiality
Appropriate security measures protect personal data from loss, misuse or unauthorised access.
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How Personal Data Is Collected
Pottersliving Ltd may collect personal data through several channels including:
• initial enquiries regarding care services
• care assessments and care planning processes
• website enquiry forms
• recruitment and employment applications
• referrals from healthcare professionals or local authorities
• safeguarding or regulatory requirements.
Individuals should inform us of any changes to their personal information.
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Categories of Personal Data
Service Users
Where individuals receive care services we may process:
• name and contact details
• address and date of birth
• emergency contact information
• health information relevant to care
• care assessments and care plans
• medication information
• safeguarding and risk information
• service records.
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Family Members and Representatives
Information may include:
• names and contact details
• relationship to the individual
• communication preferences.
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Employees and Applicants
We may process:
• name, address and contact details
• employment history and CV
• training certificates and qualifications
• right to work documentation
• identity verification
• DBS checks
• references
• payroll and financial details.
This information supports safer recruitment and responsible employment practices.
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Lawful Bases for Processing
Personal data is processed under lawful bases including:
• consent
• contractual necessity
• compliance with legal obligations
• protection of vital interests
• legitimate organisational interests.
Where health data is processed, additional legal conditions apply.
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Data Sharing
Information may be shared where necessary with:
• healthcare professionals
• local authorities
• safeguarding authorities
• regulatory bodies including the CQC
• professional advisers such as accountants or legal advisers
• emergency services when required.
All information sharing follows confidentiality and data protection requirements.
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Data Security
Pottersliving Ltd implements appropriate security measures including:
• secure digital care systems
• restricted access permissions
• encrypted communications where appropriate
• secure storage of records
• staff training in confidentiality and information governance.
Access to personal data is limited to individuals who require the information to perform their duties.
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Data Retention
Personal data is retained only for as long as necessary to meet legal, regulatory and operational requirements.
Where data is no longer required it is securely deleted or destroyed.
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Individual Rights
Individuals have the following rights under data protection law:
• right to be informed
• right of access
• right to rectification
• right to erasure
• right to restrict processing
• right to data portability
• right to object.
Requests are normally responded to within one month.
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2. COOKIE POLICY
Pottersliving Ltd uses cookies to improve website performance and user experience.
Cookies are small files stored on a user’s device which allow websites to function efficiently.
Types of cookies used may include:
• essential cookies required for website functionality
• performance cookies analysing website usage
• functional cookies remembering user preferences.
Users can manage cookie preferences through browser settings.
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3. WEBSITE TERMS OF USE
The content on the Pottersliving Ltd website is provided for general informational purposes.
While every effort is made to ensure accuracy, website content should not replace professional medical advice.
Content may not be reproduced without permission.
External links may be provided for convenience but Pottersliving Ltd is not responsible for the content of third-party websites.
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4. SAFEGUARDING COMMITMENT STATEMENT
Pottersliving Ltd is committed to safeguarding individuals receiving care.
Safeguarding involves protecting people from abuse, neglect and exploitation.
Our safeguarding approach includes:
• safeguarding training for staff
• clear safeguarding reporting procedures
• safer recruitment processes
• cooperation with safeguarding authorities
• monitoring of care delivery.
Safeguarding responsibilities apply to all employees.
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5. ACCESSIBILITY STATEMENT
Pottersliving Ltd aims to ensure its website is accessible to as many users as possible.
We strive to ensure the website:
• uses clear language
• functions across devices and browsers
• supports assistive technologies
• provides accessible navigation.
Users experiencing difficulty accessing the website may contact us for assistance.
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6. MODERN SLAVERY AND ETHICAL EMPLOYMENT STATEMENT
Pottersliving Ltd is committed to preventing modern slavery and exploitation.
Our employment practices include:
• transparent recruitment procedures
• verification of identity and right to work
• fair employment conditions
• protection from worker exploitation
• respect for employment rights.
We expect partner organisations to follow similar ethical standards.
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7. COMPLAINTS, FEEDBACK AND SERVICE CONCERNS POLICY
Pottersliving Ltd welcomes feedback from individuals receiving care, their families and professionals.
Feedback helps us improve services and maintain high standards.
Informal Concerns
Many issues can be resolved quickly through discussion with the care team or management.
Formal Complaints
Where concerns cannot be resolved informally, a formal complaint may be submitted.
Complaints may be made by:
• individuals receiving care
• relatives or representatives
• advocates
• professionals.
Complaints Handling
When a complaint is received we will:
1 acknowledge the complaint promptly
2 investigate the issue thoroughly
3 provide a clear response
4 implement improvements where required.
Escalation
If a complainant is dissatisfied they may raise concerns with external bodies including:
• Care Quality Commission (CQC)
• Local Authority safeguarding teams
• Local Government and Social Care Ombudsman.
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8. CQC COMPLIANCE, QUALITY ASSURANCE AND GOVERNANCE STATEMENT
Commitment to Safe, Effective and High-Quality Care
Pottersliving Ltd is committed to delivering safe, effective, caring, responsive and well-led services in accordance with the standards set by the Care Quality Commission (CQC).
Our governance systems are designed to ensure that individuals receive care which respects their dignity, promotes independence and protects their wellbeing.
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Regulatory Compliance
Where Pottersliving Ltd delivers regulated personal care services, these services operate under the regulatory framework of the Care Quality Commission.
This includes compliance with:
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
Key regulatory expectations include:
• person-centred care
• dignity and respect
• safe care and treatment
• safeguarding from abuse
• good governance
• safe recruitment
• staff competence and training.
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Quality Assurance Systems
Pottersliving Ltd operates structured governance systems to monitor service quality.
These include:
• care plan reviews
• supervision and staff competency checks
• spot checks of care delivery
• service user feedback
• internal audits
• incident monitoring and learning.
These processes ensure continuous improvement and safe service delivery.
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Safeguarding and Risk Management
Safeguarding is central to our governance framework.
Risk management systems ensure that potential risks are identified, assessed and managed appropriately.
Positive risk-taking is supported where it promotes independence while maintaining safety.
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Staff Training and Professional Development
Staff receive structured induction training and ongoing professional development.
Training may include:
• safeguarding
• infection prevention and control
• medication safety
• moving and handling
• person-centred care.
This supports staff competence and safe service delivery.
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Continuous Improvement
Pottersliving Ltd promotes a culture of continuous learning and improvement.
We regularly review feedback from:
• service users
• families
• staff
• professionals.
Learning from feedback helps us strengthen governance systems and improve care outcomes.
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REFERENCES
Information Commissioner’s Office
https://www.ico.org.uk
UK Government Data Protection Guidance
https://www.gov.uk
UK GDPR and Data Protection Act 2018
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POLICY GOVERNANCE
Organisation: Pottersliving Ltd
Author: Jacqueline Bouabre
Approved By: Jacqueline Bouabre
Date Issued: 16 August 2026
Version: 1.0
Review Date: August 2027
Contact our team to discuss care options or schedule a personal assessment.
Telephone: 07359402450
E-mail: info@pottersliving.co.uk