How to choose a home-care agency

1. Write down what help is needed and what matters

With the person’s consent, list the tasks, preferred times, routines, communication needs, mobility, medicines, pets, access arrangements and any cultural or personal preferences. Separate essential tasks from choices that can be flexible. Ask the person which workers, language or gender preferences matter and how they want privacy protected. If needs vary, describe a difficult day as well as a typical one. This gives each agency the same information and makes it easier to compare responses.

2. Check registration and the national regulator

Find out whether the proposed service must be registered for the care it will provide and check the appropriate regulator’s public record. In England this is the Care Quality Commission; Scotland uses the Care Inspectorate; Wales uses Care Inspectorate Wales; Northern Ireland uses the Regulation and Quality Improvement Authority. Check the registered provider name and service type, read recent inspection information and ask how concerns have been addressed. A listing or positive review is not a guarantee that a particular worker or visit will suit the person.

3. Ask how visits and staffing work in practice

Ask who assesses the person, who writes and updates the care plan, how long visits last and whether the same workers are likely to attend. Clarify what happens when a worker is ill, late or cannot enter the home, and whether the agency will notify the person. Ask how travel time, handovers and double-handed care are scheduled. A promise of a familiar team should be explained in realistic terms, including whether rota changes are possible and how the person can raise a concern.

4. Review the care plan, medicines and safety process

Read the proposed plan with the person before care starts. It should make clear what workers may do, what they must not do, how consent is checked, what records are kept and who is contacted if needs change. If workers will prompt or administer medicines, ask about assessment, recording, missed doses and escalation. Ask how the provider handles safeguarding, accidents, complaints and emergencies. The agency should not expect workers to undertake clinical tasks outside their competence or the agreed plan.

5. Compare the full written price and contract

Ask for an itemised quote covering visit lengths and times, minimum booking, weekends or overnight visits, travel or cancellation charges, changes in need, bank holidays and any extra services. Request the contract, notice period, price-review terms and process for ending care before signing. Prices vary by agency and location, so compare like for like and ask what is included rather than relying on a headline hourly rate. If the council is arranging care, confirm any assessed contribution separately from the provider’s contract.

6. Arrange a start date, trial and review

Ask who will meet the person, introduce the first worker and check that the plan works in the home. Agree a review date and a way to give feedback privately. After initial visits, ask the person whether workers arrive at the agreed time, follow the routine, explain tasks and respect boundaries. Update the plan if the person’s needs or wishes change. If a problem is serious, document dates and actions and escalate through the manager or safeguarding route without waiting for the routine review.

7. Know how to change provider or make a complaint

Keep the manager’s contact, regulator details, contract and care notes together. Raise an issue first with the agency and state what happened, the impact and the action sought. Ask when you will receive a response and what cover will be in place meanwhile. If the concern involves immediate abuse or danger, contact the local safeguarding team or emergency services. If the provider does not resolve the issue, use the relevant council complaint, ombudsman or regulator route for the nation; these bodies have different roles and do not all award individual remedies.

Common questions