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FAQ

No doubt you have a million questions and concerns about finding just the right care solution for your precious cat.

Especially so if this is your first time or of course if you have been un-happy with care and/or service level provided by previous carer.

We want to assure you that our commitment to care and service is second to none and we have been trusted by vets and pet professionals since 2002, all carers are also security vetted and we are insured for your peace of mind.

We are of course very happy to answer any questions you may have just drop us an email or give us a call, but we thought that including a couple of the most common Q's and A's here might be of use...



 

 
 
 
 
 
 

HOW DOES THE BOOKING PROCESS WORK?

1. Initial enquiry
2. Confirmation of availability
3. Email confirmation of meeting including:
~References
~Carers CRB
~Booking form (you will need to fill this out and email back to the office before the meeting)
~Insurance certificate
5. Introductory meeting with your carer in which you will hand over the keys
6. Visits can start

HOW AND WHEN DO I PAY?
You will receive an invoice following your initial meeting. A 50% up front, non-refundable, payment is due immediately upon receipt of this invoice with final payment due on the day of your departure. If payments are not made on time we reserve the right not to carry out visits. All payments must go straight to the CCL bank account.

ARE YOU INSURED?
Yes, for your peace of mind, we are insured by a specialist pet business insurance company. A copy of which you will receive with your initial "meeting arrangement" email.

WHAT DOES YOUR INSURANCE COVER?
Our insurance is an industry standard third party insurance, so insurance covering incidents involving third parties. However any medical attention your pets may need would need to be covered by your insurance (or if you haven’t got insurance by you)

SHOULD MY CAT BE INSURED?
Yes our insurance covers third party (industry standard) but for any incident / accident leaving your cat needing a vet visit it would need to be either covered by the offender (dog, cat etc.) or by your own insurance. Please check your cat is covered whilst in the care of a professional carer.

HOW FARE IN ADVANCE DO I NEED TO BOOK?
We do our very best to be flexible at short notice (for our existing clients especially) so if you get invited for a surprise weekend away or will have to go away with work at short notice do contact us and we will do the best we can – but of cause the earlier you book the better.

WILL YOU VISIT IN THE EVENINGS, WEEKENDS AND ON BANK HOLIDAYS?
We are happy to visit any day of the year! On the booking form you also have the option to specify if you have a preference of am or pm visits. You will find further details on the booking form. Do notice that on bank holidays, Christmas and New Year these is an additional 50% charge.

DO YOU OFFER ANY OTHER SERVICES APART FROM CAT CARE?
Yes our sister companies offer several other services for small pets and dogs see www.afurryworld.com  or www.londondogwalking.com

CAN MY CAT HAVE MORE THAN ONE VISIT PER DAY?
Yes, you can book (in principle) as many visits as you like, subject to availability. Each visit is charged individually.

MY CAT IS NOT NEUTERED, IS THIS A PROBLEM?
Not necessary we can however not accept any responsibility for accidental mating or other problems arising as a result.

WILL I MEET MY CARER?
Absolutely, we will arrange a free face-to-face meeting before start of visits, this gives us a chance to get familiar with your cat and you a chance to ask your designated carer any questions you may have

IS MY HOME SAFE WHILST I AM AWAY?
If you have an alarm in your home we will of cause set this as instructed ALSO we do not wear any form of advertising clothing thus will not highlight the fact that we are visiting (and by extension that you are away) - we are there to take care of your cat NOT to advertise us selves! Whilst visiting we will also alternate blind/curtain positioning and lights making your home looked “lived in”

IS MY CARER POLICE CHECKED?
Yes absolutely for your piece of mind all carers are policed checked! We also have a two part interview process in one of which we will go through our very comprehensive carer manual. As well as this a minimum of two references are required from each carer.

HOW LONG IS EACH VISIT?
Each visit has a duration of approximately 30min

WHAT DO YOU DO IN AN EMERGENCY?
In the unlikely event of an emergency, we will assess the situation and (if at all possible) call you to discuss the next steps (unless you have specified on your form that you do not wish to be contacted). If we can not get hold of you or the situation requires immediate medical attention we will, so far as reasonably possible, take your cat to your named veterinary practice (as stated on the form you will have filled out before start of care) or, depending on the circumstance, the nearest veterinary practice.

WHAT HAPPENS IF MY DESIGNATED CARER FALLS ILL?
We will arrange for another carer to cover the visits for as long as needed. Depending on the situation you will be informed either before or after the replacement.

DO YOU KEEP HOLD OF MY KEYS?
Yes we can if you would like we call this our “Ready Key Program”
Our initial meeting and key collection/delivery is free however there will be a charge for any additional key collection and delivery. Cat Care London Ltd is therefore for your convenience happy to offer you the service of keeping hold of your spare set of keys for future assignments.

If you are interested in participating in the “ready key program” and do not wish us to return your keys after the end of this assignment please let us know when you text your carer to say that you are home from your holiday. Equally let your carer know in the text if you would like your keys back and we will make sure they are returned.




THE AREAS WE COVER FOR CAT CARE INCLUDE

EC1, Clerkenwell, Finsbury, Hoxton, St Lukes
EC2, Shorditch
E3, Mile End, Bow, Bromley-by-Bow, Old Ford
E5, Clapton, Hackney Marshes, Lea Bridge, Lower Clapton, Upper Clapton
E8, Hackney, Dalston, Kingland
E9, Victoria Park
N1, Angel, Barnsbury, Canonbury, Clerkenwell, De Beauvoir Town, Hoxton, Islington, Pentonville, Shoreditch
N4, Finsbury Park, Manor House,
N5, Highbury
N6, Highgate
N7, Holloway
N8, Crouch End, Hornsey, Turnpike Lane, Stroud Green
N10, Muswell Hill
N11, Friern Barnet
N13, Palmers Green
N14, Southgate
N15, West Green, Seven Sisters
N16, Stamford Hill, Stoke Newington, Shacklewell
N18, Edmonton
N19, Hornsey Rise, Archway, Tufnell Park,
N20, Whetstone
N21, Grange Park
N22, Wood Green, Alexandra Palace,
NW1, Regents Park, Camden Town
NW2, Brondesbury, Cricklewood, Neasden,
NW3, Hampstead, Swiss Cottage
NW5, Kentish Town
NW6, West Hampstead, Kilburn, Queens Park,
EN1, Enfield, Enfield Town

SW19 / SW18, Southfields

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info@catcarelondon.com - 08448 501 522
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