FAQs – Hoarding Helpers | Berkshire, Bucks, Oxon & West London

Question 1

How do your hoarding and declutter sessions work?

Accepted Answer

We visit weekly at a time that suits the client. Sessions are led entirely by the individual — we never remove anything without their permission. We work slowly and compassionately, helping to sort, organise and gradually reduce clutter at a pace that feels safe.

Question 2

How long does it take to see results?

Accepted Answer

Every situation is different. Some clients see significant progress in four weeks; others benefit from ongoing monthly support over a longer six to twelve month period. We never rush the process — sustainable change takes time, and that is completely normal.

Question 3

Will the client be judged?

Accepted Answer

Absolutely not. Our team is trained to work without judgement. We understand that hoarding is complex and often linked to trauma, anxiety or neurodivergence. Clients are always treated with dignity and respect.

Question 4

Will anything be removed without the client's permission?

Accepted Answer

Never. Nothing is moved or removed without the client's full agreement. The individual remains in control of every decision throughout the process. Our role is to guide and support — not to make choices on their behalf.

Question 5

Do you offer a one-off clearance or ongoing support?

Accepted Answer

Our hoarding and declutter sessions are designed as ongoing weekly visits, working with the client at a pace they are comfortable with over time. This is not a traditional clearance service — it is a structured, therapeutic journey that supports the individual to make decisions about their belongings and build lasting habits.

In some circumstances, where a more intensive clearance is needed and has been agreed with the client or service user, we can offer increased clearance options as part of that process. We also offer a separate bulk clearance service for situations where a standard hoarding and decluttering programme changes in scope, or where the service user agrees that a full clearance is the right approach. Everything we do is client-led, and any clearance work takes place within a supportive framework.

In all cases, the client must agree to the work being carried out. Where a client lacks the capacity to consent, clearance can only proceed where a formal decision has been made under the Court of Protection.

Question 6

Do you work with clients who have pets?

Accepted Answer

Yes — we love our furry friends. We are happy to work in homes with pets and will always treat them with the same care and respect as the people we support. Our team understands that pets are family, and we will never do anything to cause them distress during a visit.

In our experience, even those who are initially wary soon come round — most that growl and bark at first are normally getting their tummies rubbed within a few visits.

Question 7

Do you offer emergency clearances?

Accepted Answer

No. We do not offer open emergency clearances. Hospital discharge support can be mobilised more quickly only under preferred partner agreements.

Question 8

Do you accept private referrals?

Accepted Answer

Yes — we offer a dedicated Private Client Service for individuals and families. This is separate from our professional referral pathway and is not processed through the standard referral form.

The Private Client Service is director-led, fully discreet, and arranged directly with Neil Mitchell. It includes a mutual NDA, unmarked vehicles, and work carried out entirely at the client's pace.

To enquire, please visit our Private Client Service page or email neil.mitchell@hoardinghelpers.co.uk directly. Our professional referral form is for use by councils, housing associations, NHS teams, fire services, and other statutory or voluntary organisations only.

Question 9

Who can refer a client to you?

Accepted Answer

We accept referrals from social workers, housing officers, NHS teams, occupational therapists, community psychiatric nurses and other professionals working within councils, housing associations, NHS services, or insurance companies. We will always make contact with the client sensitively and at the right pace for the individual.

Private individuals and families can also access our services through the separate Private Client Service — please see the dedicated page or contact neil.mitchell@hoardinghelpers.co.uk directly.

Question 10

Do you work with housing associations and councils?

Accepted Answer

Yes — we work regularly alongside housing associations, local councils and NHS teams. We can provide written reports, attend multi-agency meetings and support tenancy sustainment cases.

Question 11

Do hospitals make referrals?

Accepted Answer

Yes — we are particularly busy with hospital discharge teams across a number of areas. We are regularly asked by occupational therapy teams to help organise space in a patient's home ahead of discharge, clearing areas to allow hospital beds, hoists, and other equipment to be safely installed.

What makes us different is that we do not simply turn up at the property. Where possible, we visit the patient on the ward before any work begins. This gives us the chance to introduce ourselves, understand what matters to them, and plan the work together — which makes a significant difference to how the client feels about the process and how smoothly the clearance goes.

We can also clear old or out-of-date food from the fridge and kitchen as part of the visit, so the patient returns to a safe and hygienic space.

We call this service Bedflow.

Question 12

Do you work with charities?

Accepted Answer

Yes. We work with several charities and care home groups who fund hoarding and declutter sessions as part of their social value commitments and charitable objectives. If your organisation supports vulnerable individuals and is looking to commission hoarding clearance or declutter work as part of that remit, please get in touch to discuss how we can help.

Question 13

Do you work with insurance companies?

Accepted Answer

Yes. Where a policyholder has experienced a fire or flood and the property contains a significant volume of belongings — particularly where hoarding or complex attachment to possessions is a factor — we provide a sensitive, structured clearance service that works alongside the loss adjuster and restoration teams.

We help clients make decisions about what can be salvaged, what must go, and what requires specialist disposal, at a pace they can manage. Our approach is client-led throughout, which is especially important in situations where the client has already experienced significant distress.

Referrals can be made via our online referral form or by contacting us directly.

Question 14

Can you attend multi-disciplinary team meetings?

Accepted Answer

Yes — though this depends on your choice of coordination package. Attendance at MDT meetings, tenancy review meetings and case conferences is included as part of our Case Coordination service. We also provide written progress reports suitable for reviews, legal proceedings or safeguarding records.

Question 15

What is the difference between Hoarding & Declutter and Case Coordination?

Accepted Answer

They are two separate services, but they are used together and quoted at the same time.

Hoarding & Declutter is the practical work — a trained member of our team visits the client regularly to sort, organise, and gradually reduce clutter at a pace the client is comfortable with.

Case Coordination is the professional liaison that wraps around it — keeping you updated, attending MDT meetings and tenancy reviews, chasing other agencies, and producing written reports where required.

Both services are priced separately, subject to clutter scale and which coordination tier you choose.

Question 16

Do you work with clients who have ADHD, autism or OCD?

Accepted Answer

Yes. We have experience working with neurodivergent individuals and adapt our approach accordingly. We go at the client's pace, communicate clearly, minimise sensory disruption, and aim to send the same team member each visit so the individual is not building trust with a new person every time.

Question 17

What if a client needs to stop a session early or change the plan?

Accepted Answer

That is absolutely fine. We work around the individual, not the other way around. If a client needs a break, needs to stop early, or needs to change what we are doing on the day, we will always follow their lead without question.

Question 18

Can you work alongside existing support workers or care teams?

Accepted Answer

Yes. We are happy to work alongside existing support networks and adapt our involvement to complement the care already in place. We can liaise with your team before any visit to agree the best approach.

Question 19

How much does it cost?

Accepted Answer

Every situation is unique, so we provide tailored quotes. Pricing depends on factors such as the level of clutter, frequency of visits, size of the property, disposal requirements and location.

Question 20

What is your cancellation policy?

Accepted Answer

We ask for at least 48 hours' notice if a session needs to be cancelled or rescheduled. Cancellations with less than 48 hours' notice may incur a fee to cover staff and vehicle costs already committed.

Question 21

What happens if there is a billing error?

Accepted Answer

If we make a billing mistake — whether an overcharge, a duplicate invoice, or any other error — we will always correct it promptly and issue a full refund without question. We believe in complete transparency with our commissioning partners. If you believe there is an error on any invoice, please contact us and we will resolve it as a priority.

Question 22

Are you a registered waste carrier?

Accepted Answer

Yes. We are registered with the Environment Agency as a waste carrier (registration number CBDU582012). All waste removed from a property is disposed of legally and responsibly. We always aim to donate or recycle items before resorting to landfill.

Question 23

What happens to items that are removed?

Accepted Answer

We prioritise donation to our charity partners — including Cancer Research UK, British Heart Foundation and Age UK — before any waste disposal. Items in good condition are given a second life wherever possible.

Question 24

Do you clean the property after a clearance?

Accepted Answer

Following a clearance we carry out a light tidy — a sweep, a hoover, and a wipe of surfaces — to leave the space presentable for inspection or handover. We do not offer deep cleaning of medium to heavily soiled surfaces. If specialist cleaning is required, we can advise on appropriate contractors.

Question 25

What areas do you cover?

Accepted Answer

We currently serve Berkshire, Buckinghamshire, Oxfordshire and London, including Bracknell Forest, Reading, Hammersmith and Fulham and surrounding areas. Please get in touch to check availability in your specific area.

Question 26

Who funds Bedflow?

Accepted Answer

Bedflow can be commissioned directly by the NHS — typically via a purchase order, ICB funding arrangement, or dynamic purchasing framework. It can also be funded by the local authority or the patient directly.

We will always provide a clear quote before any work begins.

Question 27

Is the ward visit charged separately?

Accepted Answer

The cost of the ward visit is agreed at commissioning stage and included in the overall quote. There are no separate or unexpected charges — everything is confirmed in writing before any work begins.

Question 28

How quickly do you start work?

Accepted Answer

We review referrals within 1–2 working days. Start dates are agreed after assessment and depend on the client's readiness and the nature of the work.

Question 29

How quickly can you mobilise?

Accepted Answer

We review new referrals within 1–2 working days. Once a funding arrangement is confirmed and access is arranged, work begins as soon as practicable. In most cases, we collect the key directly from the patient on the ward — taking signed consent and discussing their wishes at the same time — carry out the work at the property, and return the key to the patient before we leave. The ward does not need to coordinate access separately.

Teams with frequent discharge referrals may benefit from a preferred partner agreement, which allows for faster turnarounds including weekend working. Please contact us to discuss.

Question 30

Can you work alongside a care package starting?

Accepted Answer

Yes — and this is often exactly the scenario we are called in for. Bedflow prepares the home so that the equipment delivery and care package can proceed once the discharge team has coordinated those arrangements. Oversight of the care package and equipment supply remains with the discharge team, as they hold the full picture of what has been arranged and when. We are happy to liaise and share information where it helps, but we do not manage or coordinate those elements directly.

Question 31

What if the patient is reluctant or refuses?

Accepted Answer

We are experienced in working with patients who are anxious, reluctant, or have complex relationships with their belongings. We will never proceed without the patient's agreement. If a patient is reluctant, we can visit them on the ward to discuss their concerns and agree a plan they are comfortable with before any work begins at the property.

Frequently asked questions

About our sessions

Referrals and professionals

Neurodivergent support

Pricing and quotes

Waste disposal

Common questions from discharge teams