How to choose a home care agency: the questions that matter

Ten questions to ask before you sign, the warning signs, and what a good first visit looks like.

Ten questions to ask

1. Do you have capacity for the hours and times we need, starting when we need them?
2. Will the same small team of carers visit, and how do you introduce a new carer?
3. What happens if a carer is late or a visit is missed, and how will I know?
4. What is the hourly rate, the minimum visit length, and the rate for evenings, weekends and bank holidays?
5. How are medicines handled and recorded?
6. Who is the registered manager and how do I reach them out of hours?
7. How do you recruit, check (DBS) and train carers, and what training have they had in dementia or the condition that applies?
8. Can I see your most recent CQC report and your complaints procedure?
9. What notice is needed to change or stop the care, and is there a cancellation charge?
10. Can I speak to one or two current clients or their families?

Warning signs

An agency that cannot say who will visit, a rate well below £30 an hour, no written care plan before the first visit, or a manager who is hard to reach are all reasons to keep looking. So is pressure to sign quickly.

The first visit

A good agency sends a senior carer or the manager first to write a care plan with the person receiving care, not just about them. The plan should say what help is wanted, how, and what matters to the person. It should be reviewed within a few weeks and whenever needs change.

Published 2026-11-05. General information, not advice about an individual's care or finances; figures are national and change yearly.