Choosing a home care agency: printable checklist

To choose a home care agency, first check it is registered with the Care Quality Commission (CQC) to provide personal care, then compare at least two or three agencies on the same questions, read the contract before the first visit, and review how the first weeks go. This printable checklist puts every step in order, so you can tick off each agency as you call.

In short

• Any agency that employs and manages carers to give personal care in England must be registered with the CQC.
• Introductory agencies that only match you with self-employed carers, and play no part in managing the care, do not have to register, so you take on more responsibility.
• NICE guidance says visits shorter than 30 minutes should only be used in limited cases, such as quick safety checks by a carer the person knows.
• Carers aged 21 and over must be paid at least the National Living Wage of £12.71 an hour from April 2026, which puts a floor under realistic agency rates.
• If the council arranges care, the council’s financial assessment decides what your parent pays; self-funders agree fees directly with the agency.
• Complaints that the agency does not resolve can go to the Local Government and Social Care Ombudsman, including for privately paid care.

For a fuller explanation of each step, see our guide to how to choose a home care agency. This page is the version to print and take to the phone.

The home care agency checklist

Before you call: know what you need

• List the tasks needed: washing, dressing, toileting, meals, medicines, housework, shopping, company.
• Note the times of day that matter most, such as getting up, lunch and bedtime.
• Estimate the hours per week using our guide to how many hours of home care are needed.
• Ask the council for a needs assessment, even if your parent may pay for themselves.
• Check what your parent may have to pay with our funding checker, and consider direct payments if the council is funding.
• Decide your budget, and check typical prices in home care costs in England.
• Ask your parent what matters to them, such as a female carer or someone who speaks their language.

Check the agency before you talk

• Search the agency on the CQC website and confirm it is registered for personal care.
• Note the overall rating and the date of the last inspection. Our guide to CQC ratings explains each one.
• Read the “safe” and “well-led” sections of the latest report, not just the headline rating.
• Ask whether it is a managed agency or an introductory agency.
• Check it covers your parent’s postcode and can provide the times you need.

Questions to ask

• How many carers would visit, and how do you keep it to a small regular team?
• Will you tell us in advance if a carer changes, and why?
• What is the minimum visit length? Are any visits under 30 minutes?
• How late can a carer arrive before you call us?
• What checks do carers have, including an enhanced DBS check and references?
• What training do carers get, including dementia, moving and handling and medicines?
• Who writes the care plan, and how often is it reviewed?
• How do carers record each visit, and can the family see the notes?
• Who do we call out of hours, and does a person answer?
• How do you handle a complaint, and what happens if we are still unhappy?
• Are carers paid for travel time between visits?

The contract and costs

• Get the hourly rate in writing, including evening, weekend and bank holiday rates.
• Check the minimum charge per visit and how part-hours are billed.
• Check charges for mileage, shopping trips or escorting to appointments.
• Check how much notice you must give to cancel a single visit, and what you pay if you do not.
• Check the notice period to end the contract, on both sides.
• Check when and how fees can rise, and how much notice you get.
• Check invoicing, payment dates and any deposit.
• Confirm what happens to visits during a hospital stay.
• If the council arranges the care, ask for a copy of the care plan and who pays any difference.

The first two weeks

• Be there for the first visit, or arrange a call straight after it.
• Check the written care plan matches what was agreed.
• Count how many different carers have visited after one week.
• Check visit times and lengths against the log or app.
• Ask your parent how they felt with each carer, in private.
• Book a review call with the manager at the end of week two.
• Raise any problem early, in writing, and keep a copy.

Print this checklist

Why each stage matters

Knowing your needs lets you compare like with like. Agencies quote differently, and a lower hourly rate with a one-hour minimum can cost more than a higher rate billed by the half hour.

The CQC check separates managed agencies from introductory ones. The CQC’s registration guidance says introductory agencies are exempt only if they have no role in managing or directing the care. With an introductory agency, you usually direct the carer yourself and arrange cover. Our guide to agency versus private carers sets out the trade-offs.

The questions test what matters day to day. The NICE home care guideline (NG21) says agencies should prioritise continuity, tell people in advance if staff change, and explain how to complain and escalate to the ombudsman. Visits under half an hour should happen only if the carer is known to the person, the visit is part of a wider package, and there is enough time for the task.

The contract is where surprise costs hide, such as weekend rates, short-notice cancellation fees and travel charges. Ask for it before the first visit.

The first two weeks show whether the promises hold. Missed or rushed visits early on rarely improve without a firm conversation. If they continue, see how to complain about home care and our guide to signs of neglect by a carer.

Frequently asked questions

How do I check if a home care agency is registered?

Search the agency’s name or postcode on the Care Quality Commission website. A managed home care agency in England must be registered for the regulated activity of personal care. The listing shows its rating, the date of its last inspection and the full report. If you cannot find it, ask the agency why before going further.

What questions should I ask a home care agency?

Ask how many different carers will visit, the minimum visit length, how late a carer can be before you are told, what checks and training carers have, who writes and reviews the care plan, how to reach someone out of hours, and how complaints are handled. Ask every agency the same questions so you can compare the answers.

What is the difference between a managed and an introductory agency?

A managed agency employs or directs its carers, supervises the care and must be registered with the CQC. An introductory agency only finds carers, who are usually self-employed, and has no role in managing the care, so it does not need CQC registration. With an introductory agency, you usually handle rotas, cover and problems yourself.

How much does a home care agency cost?

Hourly rates vary by area and time of day. Weekend, evening and bank holiday hours often cost more, and some agencies charge mileage. Carers aged 21 and over must be paid at least £12.71 an hour from April 2026, so very low quotes deserve questions. Compare full weekly costs, not just the hourly rate.

Can you change home care agency if you are unhappy?

Yes. Check the notice period in your contract, which you must normally give. If the council arranges the care, ask your social worker or the council to arrange a different provider. Complain in writing first if you are leaving because of poor care. Unresolved complaints can go to the Local Government and Social Care Ombudsman.

Sources

• Care Quality Commission: find and check care services
• CQC: exceptions and exemptions from registration
• NICE guideline NG21: Home care for older people
• National Minimum Wage and National Living Wage rates (GOV.UK)
• Local Government and Social Care Ombudsman: adult social care
• Care and Support Statutory Guidance (GOV.UK)

General information, not legal or financial advice. Figures for 2026/27, checked October 2026.

Reviewed by The Care Panel team on 29 October 2026. This guide is general information about care in England, not legal, medical or financial advice. Rules and rates change; check with your council or an adviser before making decisions.