FAQ’s

We offer an initial assessment to understand your circumstances, the condition of the property and the type of support you may need.

During the visit, we’ll discuss your goals, look at the areas requiring support and identify any practical, environmental or safety considerations that may need to be addressed.

We’ll then use this information to recommend the most appropriate approach and provide a clear, detailed quote outlining the work involved and the expected timeframe.

Our assessments are carried out with understanding and without judgement. You don’t need to prepare or tidy the property before we visit — we need to see things as they are so we can provide an accurate assessment.

There is no obligation to proceed following an assessment.

No. Our initial assessment and quotation are provided so that you can understand what support is recommended, what it will involve and the expected cost.

There is no obligation to proceed with our services after receiving a quote.

We encourage you to take the time you need to consider the options and discuss the quote with anyone else involved in your care or support, if appropriate.

How do I pay for your service?

All of our services are quoted in full before work begins, so you know exactly what to expect. Payment arrangements depend on whether you are a private client or are receiving support through Adult Social Care (ASC).

Private clients

For private clients, payment is due in full by the end of the working day on the date the agreed works are completed, unless an alternative payment arrangement has been agreed with us in advance.

For larger projects, we may be able to offer an agreed payment plan or monthly instalments. Any instalment arrangement must be agreed before work begins.

Clients receiving funded support

We work with clients receiving support through Adult Social Care (ASC). In some cases, funding may be available through local authorities or housing officers, depending on your circumstances.

If you receive Direct Payments following a Care Needs Assessment, these may be used to pay for our services, provided the number of funded support hours aligns with the hours we deliver. For example:

• A full day of support per week typically requires funding for 14 hours per week

• A half day of support per week typically requires funding for 8 hours per week

We deliver support either over consecutive days or as ongoing weekly sessions with a clear end date, depending on what works best for you.

Invoices will be issued in line with your agreed payment arrangement, and we can support you in setting up a payment method such as direct debit if helpful.

We understand that funding and affordability can be a concern. If you feel you would benefit from our service but are unsure how to pay, please get in touch. Our team will always do our best to explore the available options with you.

If you are not currently receiving support but feel you may be eligible, you can apply for a Care Needs Assessment through the GOV.UK website.

Rethinkable is based in Crowborough, East Sussex, and primarily provides services across East Sussex and West Kent, including areas such as Crowborough, Tunbridge Wells, Tonbridge, Hastings, Eastbourne and the surrounding areas.

We may also be able to travel further afield depending on the nature, size and requirements of the work.

If you’re unsure whether we cover your area, please get in touch. We’re always happy to discuss your requirements and see how we can help.

What experience do you have?

Our team brings together over 10 years of combined experience in mental health, alongside 4 years of experience in caring roles and a strong understanding of the challenges associated with hoarding, self-neglect, mental health and vulnerability.

All members of our team are DBS checked, fully insured and appropriately trained, including training in Emergency First Aid, Mental Health First Aid and Biohazard Cleaning.

Our team holds training and qualifications covering a wide range of areas, including:

• Understanding Autism

• Mental Health Awareness

• Mental Health First Aid

• Emergency First Aid

• Fire Safety

• Health & Safety

• Safeguarding Adults

• Safeguarding Level 2

• Safeguarding Children

• GDPR

• Equality & Diversity

• Infection Control

• Drug & Alcohol Awareness

• NAPPI training

• Biohazard Cleaning

We combine professional training with real-world experience and a compassionate, person-centred approach. We understand that entering someone's home and supporting them through significant change can feel overwhelming, which is why we focus on building trust, maintaining dignity and working at a pace that feels manageable.

Our experience allows us to work confidently alongside individuals, families, Adult Social Care, housing providers and other professionals to provide practical support while recognising the wider circumstances that may be contributing to hoarding or self-neglect.

Yes. Our team is trained in biohazard cleaning and decontamination, with appropriate procedures followed to ensure work is carried out safely and effectively.

We use appropriate PPE and specialist cleaning and disinfection methods based on the nature of the contamination and the risks identified. This helps protect our team, the people we support and others who may subsequently enter the property.

We take biohazard work seriously and follow safe working practices throughout every job, from initial assessment and preparation through to cleaning, disinfection and waste handling.

The duration of our support varies for each client, as all of our work is tailored to individual needs and circumstances.

Depending on the level of support required, we typically provide:

• Consecutive-day support: usually between 1 and 7 full working days, depending on the size and condition of the property and the work required.

• Shorter-term ongoing support: a minimum of 4 hours per week, typically delivered over 4–8 weeks, where a more gradual approach is appropriate.

Timescales can vary depending on factors such as the condition of the property, the scale of hoarding, the amount of work required and whether specialist cleaning or biohazard work is involved.

We will discuss the recommended approach and expected timeframe with you as part of the initial assessment and quote, so you know what to expect from the outset.

Yes. We take photographs as part of our assessment, documentation and reporting process.

Photographs may be taken:

• During the initial quotation visit

• When we arrive at the property

• At the end of each working day

• At the completion of the work

These photographs help us document the condition of the property, the work carried out and the outcomes achieved. They form part of our Service Outcome Report, which is provided only to the relevant professionals directly involved in supporting you, such as Adult Social Care or housing professionals.

We take confidentiality and privacy seriously. Photographs are used for professional documentation and reporting purposes only and are not used for marketing, social media or any public-facing content.

We do not use social media or share before-and-after photos publicly.

If you are happy for us to use non-identifying images for a case study, this will always be discussed and agreed with you in advance.

Option 1 - Collaborative decluttering

You can be present while we work and we will go through belongings with you. Nothing will be removed unless you agree that it can be disposed of. This gives you the opportunity to make decisions about your belongings throughout the process, with our team providing practical support without judgement.

Option 2 – Keep Sticker Approach

If going through every item feels overwhelming, you can choose our Keep Sticker Approach. Before we begin, you identify the belongings you definitely want to keep by placing a sticker on them. Our team can then work through the remaining items on your behalf.

We will still assess items as we work and will keep belongings that are clearly in good condition and suitable to retain. However, items that are contaminated, unsafe, damaged beyond reasonable use or present a health or safety risk may be disposed of where appropriate.

We will always aim to respect your belongings, your choices and your wishes. Our approach is designed to give you choice and control, while also allowing us to work efficiently where going through every individual item together isn't practical.

This depends on the type of support being provided and the circumstances of the individual.

For some services, it may be appropriate for you to be present, particularly where decisions need to be made about personal belongings or what is to be removed.

In other circumstances, we may be able to work with an agreed keyholder or professional while you are away from the property.

We will discuss this with you during the assessment and agree arrangements before work begins.

Items agreed for disposal are removed from the property and disposed of responsibly through appropriate waste disposal routes.

Where possible, suitable items may be reused, donated or recycled, rather than simply sent to landfill.

We can also arrange waste removal as part of our service, so you don't have to organise the disposal separately.

Any specialist or potentially hazardous waste is handled and disposed of in accordance with the appropriate requirements.

Yes. Where required, waste removal can be included as part of your service.

Depending on the size and nature of the job, we may arrange a skip or use other appropriate waste removal methods. The most suitable option will be discussed as part of your quotation.

This means you don't need to arrange separate waste disposal contractors yourself — we can manage the removal as part of the agreed works.

Alongside decluttering and practical support, we provide a range of specialist cleaning services to help restore properties to a safer and more manageable condition.

Depending on your individual circumstances, this may include:

• Deep cleaning

• Disinfection

• Biohazard cleaning

• Blood and bodily fluid clean-up

• Animal waste clean-up

• Mould treatment

• Carpet and hard-floor cleaning

• Kitchen and bathroom cleaning

• HEPA vacuuming

• Sharps and needle sweeps

The services required will depend on the condition of the property and any risks identified during our assessment. These will be discussed with you and included within your quotation where appropriate.

Our quotations are based on the condition of the property and the information available to us at the time of the initial assessment.

If the condition of the property is significantly different from what was observed during the assessment, or if unexpected issues are identified once work begins, this may affect the amount of work that can be completed within the quoted timeframe.

We will still attend and carry out the agreed works, making every effort to achieve as much as possible within the timeframe specified in your quote. We will prioritise the areas and tasks identified as part of the agreed scope of work.

If additional time or work is required beyond the original quotation, we will discuss this with you or the relevant professional before carrying out any additional chargeable work.

While we always aim to complete as much of the agreed work as possible, we cannot guarantee that all works will be completed within the quoted timeframe where the property is found to be significantly worse than expected or unexpected risks or circumstances arise.

We’re always interested in hearing from compassionate, reliable people who are passionate about helping others and would like to support individuals in creating safer, more manageable living environments.

We don’t currently offer permanent employment positions, but we are building a bank of trusted workers who may be available for ad-hoc or short-term work as opportunities arise. This may include decluttering, cleaning and practical support within clients’ homes.

Work is offered on an as-needed basis, so hours and availability can vary. Experience in care, mental health, cleaning, support work or similar roles is welcomed, although the most important qualities are compassion, reliability, professionalism and a strong work ethic.

If you’re interested in joining our bank of workers, please email your CV and a brief covering note to info@rethinkable.uk. We’ll keep your details on file and contact you when suitable opportunities arise.