Letting a stranger into your parent’s home is a big step, so it is reasonable to ask how are carers vetted. With a CQC-registered home care agency, every carer who provides personal care should have an enhanced DBS check including the adults’ barred list, proof of identity and right to work, references from previous employers and induction training before they work alone. The CQC checks agencies’ recruitment records when it inspects.
This guide explains those checks, what to look for in a home care contract, and how to complain if things go wrong — in Worthing, Adur or anywhere in West Sussex.
How are carers vetted by home care agencies?
CQC-registered providers must only employ people who are “fit and proper” for the role (Regulation 19 of the Health and Social Care Act 2008 regulations). In practice, that means the following checks before a carer starts.
| Check | What it involves | What to ask the agency |
|---|---|---|
| DBS check | Enhanced check with the adults’ barred list, because personal care is “regulated activity” | Is every carer checked before their first visit? How often are checks renewed? |
| Identity and right to work | Proof of identity and legal right to work in the UK | Are these checked by the agency itself? |
| References | Evidence of conduct in previous care jobs and why they ended | Do you take references from the last care employer? |
| Employment history | Full history, with gaps explained | How do you follow up gaps? |
| Training | Induction, usually based on the Care Certificate standards | How long is induction? Do new carers shadow experienced ones? |
DBS checks
The Disclosure and Barring Service (DBS) checks criminal records. According to GOV.UK DBS eligibility guidance, people who help adults with washing, dressing, eating, toileting or similar tasks because of age, illness or disability are carrying out regulated activity. That makes them eligible for the highest level: an enhanced check with the adults’ barred list. Anyone on the barred list must not do this work.
A DBS certificate is a snapshot on the day it was issued. Ask whether the agency uses the DBS Update Service or re-checks staff periodically.
Training and the Care Certificate
The Care Certificate is a set of 16 standards for people new to care work, updated in 2025, covering areas such as safeguarding, privacy and dignity, infection prevention and communication. It is not a legal requirement, but the CQC expects registered providers to train new staff to that standard. A separate, accredited Level 2 Adult Social Care Certificate qualification is also available.
Ask about specialist training too, such as dementia, moving and handling, medication and catheter care. Ask whether new carers shadow an experienced colleague before visiting alone.
If the carer is not from a regulated agency
Introductory agencies and self-employed carers are often not inspected by anyone. You may need to check the DBS certificate, references and insurance yourself. Our guide to introductory agency vs managed care explains the difference.
What to check in a home care contract
Private home care is a consumer contract, so consumer law applies. The Consumer Rights Act 2015 says terms must be fair and written in plain language. The Competition and Markets Authority (CMA) has published consumer law advice for care homes and a short guide to consumer rights for residents and families. These are written for care homes, not home care, but they are a useful guide to what fair terms and clear pricing look like. Before signing, check:
- Fees: the hourly rate, higher rates for evenings, weekends and bank holidays, minimum visit lengths, and whether mileage or travel time is charged.
- Price rises: how often fees can go up, how much notice you get and whether you can leave without penalty if you do not accept the increase.
- Notice periods: how much notice you must give to end the contract or reduce hours, and what happens to fees if the person goes into hospital or dies.
- Cancellations: how much notice you need to give to cancel a visit without being charged.
- Missed and late visits: what counts as late, how the agency tells you, and whether you pay for a visit that was missed or cut short.
- Deposits and invoices: whether a deposit is required, when invoices are issued and when payment is due.
- Complaints: the complaints procedure should be included or provided to you.
If a term looks one-sided, ask for it to be explained or changed before signing. Citizens Advice can help if you think a term is unfair.
How to complain about a home care agency
Most problems — lateness, a carer who does not suit, a missed task — can be sorted out with a phone call to the office. If that does not work, follow these steps.
- Complain to the agency in writing. Every CQC-registered provider must have a complaints procedure (Regulation 16). Say what happened, with dates, and what you want done. Keep copies.
- If the council arranged or funds the care, you can also complain to West Sussex County Council.
- Go to the Ombudsman. If you are not satisfied with the final response, or have waited more than 16 weeks, complain to the Local Government and Social Care Ombudsman. It is free, and it covers privately arranged and self-funded care as well as council-funded care. You normally need to complain within 12 months of becoming aware of the problem.
- Tell the CQC. The CQC does not investigate or resolve individual complaints, but you can share your experience. It uses this information to decide when and where to inspect.
When it is a safeguarding concern
If you think someone is being abused or neglected — including financial abuse, rough handling or repeated missed visits leaving them without food or medication — this is a safeguarding matter, not just a complaint. Report it to West Sussex County Council on 01243 642121 (9am to 5pm, Monday to Friday) or 033 022 27007 out of hours, or through the council’s raise a concern page. If someone is in immediate danger, call 999.
You can raise a safeguarding concern and make a complaint at the same time.
Warning signs worth acting on
- Visits regularly much shorter than booked, or care notes that do not match what you see
- Many different carers with no introductions
- Your relative seeming anxious or withdrawn around a particular carer
- Unexplained bruises, missing money or new “friends” asking about finances
- The office not answering the phone or not returning calls
Our guide to CQC ratings explains how to read an agency’s inspection report, and how to choose a home care agency lists the questions to ask before you sign. If care is being set up for the first time, see our guide on how to arrange home care.
Find care near you
Tell us your postcode and what you need help with. We pass your details to one vetted CQC-registered agency in your area — you are told who they are, and that they pay us a fee, before anything is sent.
Frequently asked questions
Can I ask to see a carer’s DBS certificate?
You can ask the agency to confirm that each carer has a current enhanced DBS check with the adults’ barred list. Agencies may not share the certificate itself for data protection reasons, but they should confirm the check was done and when.
Can I refuse a particular carer?
Yes. You can ask the agency not to send a carer you are unhappy with. A good agency will respect that without needing a detailed reason, though it helps them to know what went wrong.
Does the Ombudsman handle complaints from people who pay for their own care?
Yes. The Local Government and Social Care Ombudsman can investigate complaints about privately arranged care, whether paid for with private money or direct payments. You must give the provider the chance to respond first.
Will the CQC investigate my complaint?
No. The CQC says it does not have powers to investigate or resolve individual complaints. It does want to hear about your experience, because it uses this to plan inspections.
Can a home care agency put its prices up whenever it wants?
Only in line with the contract, and the terms must be fair and clear. Check how much notice you get and whether you can end the contract without penalty if you do not accept the increase.
The Care Panel is an independent publication. We are not a care provider and are not regulated by the Care Quality Commission, because we do not deliver care. Always check a provider’s own CQC registration and inspection report before you commit.
Written and fact-checked by The Care Panel. Last updated September 2026. Sources: GOV.UK Eligibility for enhanced with adults’ barred list DBS check, Care Quality Commission, Skills for Care Care Certificate standards, Competition and Markets Authority consumer law advice for care homes, Local Government and Social Care Ombudsman, West Sussex County Council. General information, not financial, legal or medical advice — figures are indicative and subject to change.