Frequently Asked Questions

Simply call us on 09 243 7088 or fill in our contact form. We're happy to talk through your situation, answer your questions and explain how we may be able to help, with no obligation to proceed.

If you decide you'd like to explore care further, we'll explain the next steps, including arranging an assessment.

Yes. Before care begins, we'll visit you at home to review things such as safety, mobility, daily activities, personal care, medications and nutrition. We'll also talk about your preferences and any particular support you need, helping us plan your care and make sure everything is in place before we start.

Before care begins, we'll arrange an in-home assessment so we can understand your needs and carefully match the right caregiver. Support typically begins within 1–2 weeks after this visit. If care is needed urgently, we'll always do our best to arrange support sooner.

We provide care across urban Auckland, from the North Shore and West Auckland through Central and East Auckland to South Auckland, with services also available in Franklin. Contact us to check availability in your area.

Yes. Every Haven Care caregiver and companion undergoes a New Zealand Police check before joining our team. We also carry out reference checks and meet each person face to face, and require current First Aid certification.

We choose our caregivers and companions carefully, looking for people who are experienced and reliable, but above all kind, compassionate and genuinely enjoy supporting others. We meet each person face to face, check their references and experience, and look for the personal qualities we would value in someone supporting a member of our own family.

The right fit matters. We think carefully about who will work well with your loved one, with the aim of building a comfortable, trusting relationship over time. If you would like to meet them before care begins, talk to us about the options available.

If your regular caregiver or companion is unavailable, we'll let you know as soon as possible and do our best to arrange someone else from our team. Wherever possible, we'll choose someone who is familiar with your care needs and make sure they have the information they need before the visit.

Yes. We support clients from all backgrounds, and while English is the main language spoken across our team, we also have caregivers and companions who speak Cantonese, Mandarin, and a number of other languages. If language is important to you or your loved one, just let us know when you get in touch.

We provide practical, personal support to help older people live safely and comfortably at home. This can include companionship, help with cooking and household tasks, shopping and outings, transport to appointments, showering and dressing, medication reminders, mobility support, dementia support, respite for family carers, and help while recovering at home. We can also provide overnight and palliative care when needed.

Every family's needs are different, so support can be tailored and combined to suit your situation. Visit our Services page to learn more.

Yes. We can provide short-term care when you need extra support for a few days, weeks or longer. This might be respite care while a family carer takes a break, temporary support while you explore longer-term options, or help during a transition to a retirement village or care home. We can tailor the support to what you need during that time.

Yes. We can provide short-term support to help make the transition home from hospital a little easier. Depending on your needs, this might include help with personal care, meals, medication reminders, mobility, household tasks, transport to follow-up appointments, or simply having someone there while you regain your confidence and independence. If nursing support is needed as part of your recovery, we can discuss whether this can be arranged.

Yes. We can provide overnight care, as well as 24-hour support where needed. For around-the-clock care, a small team of caregivers provides support across the day and night, rather than one caregiver living in the home. Care can be arranged for short-term or ongoing needs.

Yes. We'll work with you and your family to understand what would make everyday life easier and develop a care plan together around those needs. This might combine companionship, personal care, help around the home or transport, and can be adjusted as circumstances change.

Care needs can change over time, and your care plan can change with them. We'll review your care regularly and work with you to adjust the type or level of care as needed, with any changes discussed and agreed with you.

The cost of care depends on the type of support you need and how often you need it. We'll talk through what would work best for you and your family, explain the costs clearly and make sure you know what to expect before care begins. There's no obligation to proceed.

Yes, visits are generally a minimum of three hours. We offer flexible options to suit your family, whether you need a one-off service, short-term support, regular ongoing care, or 24/7 support.

Many of our families use a combination of government-funded and private support. If you already receive support through a Needs Assessment and Service Coordination (NASC) service, Haven Care can provide additional care alongside this, giving you and your family extra help where and when it's needed.

Safety is built into the way we work. Our caregivers and companions are carefully selected, police vetted and First Aid trained, with ongoing training and learning to support them in their roles.

Before someone joins your care team, we make sure they understand any important health considerations, risks and individual requirements. We also maintain regular communication with our team and families, so concerns or changes can be identified and responded to promptly.

Our team has access to an experienced retired GP for internal clinical guidance when needed.

We want you to feel comfortable talking to us about any aspect of your loved one's care. If something doesn't feel quite right, however small, please let us know. We'll listen, take your concerns seriously and work with you to find the best way forward.

That might mean adjusting the care plan, changing how support is provided or, if the match isn't quite right, finding another caregiver or companion. We'll follow up with you and make sure you feel comfortable with the changes we've made.