🚨 Immediate Emergency? Don't use this form.If you or a worker is in danger, at risk, or facing an urgent safety situation — call or WhatsApp us directly right now.
Whether you're a client with a concern about your placement, or a worker facing a workplace issue — HomeBase Ghana is your first point of contact. We take every escalation seriously and respond within 24 hours.
Client Escalation
What's the Issue?
Tell us what happened. All escalations are handled confidentially by our team and we will follow up within 24 hours — sooner for urgent cases.
Type of Concern *
🙁
Poor Performance
Worker not meeting expected standard
🕐
Punctuality / Absence
Frequent lateness, unexplained absences
🔒
Trust / Conduct Issue
Theft, dishonesty, or breach of trust
⚠️
Safety Concern
Worker behaviour affecting household safety
💰
Salary / Payment Dispute
Disagreement about salary or probation payments
🔄
Request Replacement
I want a different worker placed
🤝
Early Probation Exit
I'm satisfied and want to transition to direct pay
📋
Contract / Terms Query
Question about my agreement or fees
💬
Other
Something not listed above
Urgency Level *
🟢
Low
Not time-sensitive — within a week is fine
🟡
Medium
Needs attention within 48 hours
🔴
High / Urgent
Serious issue needing same-day response
Your Contact & Placement Details
Describe the Issue *
Photos, screenshots, or documents. Max 10MB per file.
2 hrs
Acknowledgement for High urgency
24 hrs
Full response for Medium urgency
72 hrs
Resolution plan for Low urgency
🔒 Confidentiality
Your escalation is handled by HomeBase Ghana management only. We do not share your complaint verbatim with the worker — we investigate and mediate professionally.
✅
Escalation Received
ESC-C-000000
Thank you for reaching out. Your escalation has been logged and assigned to our team. Keep your reference number — you'll need it for follow-ups.
📞
We'll call or WhatsApp you within your selected urgency window
🔍
We investigate independently before contacting the worker
HomeBase Ghana is committed to protecting every worker on our roster. If something is wrong at your placement, report it here. We investigate every case and you will not face consequences for reporting honestly.
What is Your Concern? *
💸
Salary Not Paid
Client has not made salary payment to HomeBase
😤
Verbal Abuse / Harassment
Client is disrespectful, abusive, or hostile
🏠
Unsafe Working Conditions
Physical environment or situation feels unsafe
📋
Role Different from Agreement
Being asked to do things outside my placement terms
⏰
Excessive Hours / Overwork
Working beyond agreed hours without compensation
🚪
Wrongful Dismissal
Client ended placement without proper notice or reason
🤒
Health / Medical Issue
Work-related illness, injury, or health concern
🙋
Request New Placement
I want to leave this placement and be reassigned
💬
Other
Something not listed above
How Urgent Is This? *
🟢
I Can Wait
Not an emergency — within a week is fine
🟡
Soon Please
Getting worse — need a response within 48 hours
🔴
Right Now
I am in danger or need to leave immediately
Your Details
Tell Us What Happened *
Photos, screenshots of messages, or any relevant documents.
🛡️ Your Protection
You will not lose your placement or face punishment for reporting honestly. HomeBase Ghana investigates all escalations independently. If you need to be moved immediately for safety reasons, we will prioritise that above all else.
💰 Salary During Probation
During your 3-month probation period, your salary is paid by the client to HomeBase Ghana — not directly to you. We then pay you 85% of your agreed salary each month. If you have not received your monthly payment from us, please escalate here immediately using the Salary Not Paid category above.
2 hrs
Safety or urgent escalations
24 hrs
All other escalations
72 hrs
Full resolution plan provided
🛡️
We've Got You.
ESC-W-000000
Your escalation has been logged and assigned to our team. You are protected. Keep your reference number safe.
📞
We'll contact you within your urgency window
🔒
Your report is confidential — we investigate independently
HomeBase Ghana operates on mutual respect between clients and workers. These are non-negotiable.
Client Obligations
Pay on time during probationSalary must be paid to HomeBase Ghana by the 25th of each month. Late payments affect the worker's livelihood.
Treat workers with respectVerbal abuse, demeaning language, and harassment are grounds for immediate termination of the placement agreement.
Honour agreed role scopeWorkers may only be asked to perform duties within their agreed role description.
Zero tolerance: physical harmAny physical harm to a worker results in immediate placement termination and referral to relevant authorities.
Zero tolerance: withholding payClients who refuse to pay agreed salary during probation forfeit their placement guarantee and may be blacklisted.
Worker Obligations
Perform duties as agreedWorkers are expected to fulfil the role they were placed in, to the standard they demonstrated during vetting.
Respect client privacyHousehold information, routines, and personal matters are confidential and may not be shared externally.
Report issues through HomeBaseWorkers must escalate concerns to HomeBase Ghana — not directly confront clients — during the probation period.
Zero tolerance: theftAny confirmed theft results in immediate removal from our roster and referral to the Ghana Police Service.
Zero tolerance: abandonmentLeaving a placement without notice, especially for care roles, is a serious breach and affects future placements.
Common Questions
Escalation FAQ
How does the 3-month probation salary work exactly? +
During the first 3 months of any placement, clients pay the worker's full agreed salary to HomeBase Ghana by the 25th of each month. HomeBase then pays 85% of that salary directly to the worker, retaining 15% as a service and management fee. From Month 4, if both parties are satisfied, clients pay the worker directly and HomeBase steps back to a support role only.
What if I want to exit probation early (before 3 months)? +
If you are a client and are fully satisfied with your worker before the 3-month period ends, you can apply for early probation exit. Submit an escalation using the "Early Probation Exit" category. HomeBase will assess and, if approved, transition you to direct payment — though the service charge applies for any months already managed.
As a worker, what happens if the client doesn't pay HomeBase on time? +
HomeBase Ghana guarantees that workers are paid their 85% on the agreed date regardless of client payment delays. If a client consistently fails to pay, we enforce the payment terms in the placement agreement and may terminate the placement. Workers should escalate immediately if they miss a payment from us.
Will the client know I reported them? +
No. We never share your report verbatim or reveal that you filed a formal escalation. We investigate independently and approach the situation as part of our routine check-in and monitoring process. Your identity as the reporter is protected.
How long does a replacement take if my placement breaks down? +
For Hearth tier, replacement typically takes 5–7 days. Haven tier 3–5 days. Élite tier we aim for 48 hours. If the breakdown is due to safety reasons, we prioritise immediately and may place a temporary worker while sourcing a full replacement.
Can a worker be blacklisted? +
Yes. Workers confirmed to have stolen, abandoned a care placement, or seriously breached their agreement are removed from our roster permanently. We maintain a confidential registry of such cases shared between placement agencies.