Questions to Ask a Home Care Agency

Choosing a home care agency is not just about finding someone who can visit at the right time. The agency may be helping an older parent, partner or relative with washing, dressing, medication, meals, mobility, dementia support, continence care, companionship or recovery after hospital. The right agency can help someone stay safely at home. The wrong one can lead to missed visits, rushed care, medication problems, safeguarding concerns and avoidable stress for the whole family.

Before you agree to a care package, it is worth asking detailed questions. A good home care agency should welcome this. They should be able to explain what they can provide, what they cannot provide, how they assess needs, how carers are trained, what happens if a carer is late, how costs work, and how concerns are handled.

This guide gives families a practical checklist of questions to ask a home care agency before choosing one, including questions about registration, staffing, costs, dementia care, medication, safety, contracts, complaints and warning signs.

If you are still working out likely costs, read our guide to how much home care costs in the UK. You may also find our guides to home care in the UK, home care vs live-in care vs care home and what to do if an elderly parent is not safe at home useful.

Why asking the right questions matters

Home care happens behind a person’s front door. Unlike a care home, there may not be other staff, relatives or residents nearby to notice problems immediately. That makes agency quality, communication and reliability especially important.

The Care Quality Commission, which regulates home care agencies in England, says good home care should be safe, effective, caring, responsive to people’s needs and well-led. CQC guidance on what to expect from a good home-care agency explains these five areas. The NHS also advises asking agencies practical questions before employing them, including whether they can provide the care needed, how they choose carers and what happens if a visit is missed. NHS home care guidance includes a useful starting list.

Do not feel awkward about asking. You are not being difficult. You are checking whether the agency can safely care for someone in their own home.

Start with the person’s needs

Before calling agencies, write down what help is actually needed. This makes conversations clearer and helps agencies give more accurate quotes.

Think about:

• washing, bathing or showering;
• dressing and grooming;
• getting in and out of bed;
• toileting and continence care;
• meal preparation;
• drinks and hydration prompts;
• medication prompts or administration;
• mobility support;
• falls risk;
• dementia, confusion or memory problems;
• loneliness or anxiety;
• night-time risks;
• shopping, cleaning or laundry;
• support after hospital discharge;
• respite for family carers;
• whether one carer is enough or two are needed.

If you are not sure what level of support is needed, ask the local council for a care needs assessment. GOV.UK provides a tool to apply through the local council, and Age UK explains that local councils can assess care needs and may arrange or contribute towards support depending on eligibility and finances. GOV.UK needs assessment tool and Age UK’s homecare guide explain the process.

Question 1: Are you registered and regulated?

In England, a domiciliary care agency providing personal care must be registered with the Care Quality Commission. GOV.UK states that domiciliary care agencies in England need CQC registration to provide care in a person’s home. GOV.UK guidance on domiciliary care agency registration confirms this requirement.

Ask:

• Are you registered with the CQC?
• What is your CQC registration number?
• Who is the registered manager?
• When were you last inspected?
• What is your current CQC rating?
• Can you show me your latest inspection report?
• Are there any current restrictions, enforcement actions or conditions?

In Scotland, Wales and Northern Ireland, different regulators apply. Ask which regulator oversees the agency and where you can check reports.

Question 2: What services do you provide?

Not every home care agency provides the same support. Some focus on companionship and personal care. Others can support dementia, complex care, palliative care or live-in care. Some do not provide medication administration or double-up care.

Ask:

• What services do you provide?
• What services do you not provide?
• Do you provide personal care?
• Do you provide companionship visits?
• Do you provide meal preparation?
• Do you support medication prompts or medication administration?
• Do you provide dementia care?
• Do you provide night care?
• Do you provide live-in care?
• Do you provide end-of-life or palliative support?
• Do you provide short-term care after hospital?
• Do you support hoists or two-carer visits?

Be clear about what is essential. If the person needs help with toileting, medication or dementia distress, do not accept vague answers about “general support”.

Question 3: Have you supported people with similar needs?

Experience matters. An agency that is excellent for light companionship may not be right for advanced dementia, Parkinson’s, stroke recovery, continence care or complex mobility needs.

Ask:

• Have your carers supported someone with similar needs before?
• Do you support people with dementia?
• Do you support people after stroke?
• Do you support people with Parkinson’s?
• Do you support people who refuse care?
• Do you support people with challenging or distressed behaviour?
• Do you support people with swallowing difficulties?
• Do you support people who need hoists or slide sheets?
• Do you support people near the end of life?

Ask for examples of how they adapt care, without expecting them to share private details about other clients.

Question 4: How do you assess care needs?

A responsible agency should assess the person before starting care. This may happen at home, in hospital before discharge, by phone first and then in person, or with family involvement.

Ask:

• Will you complete an assessment before care starts?
• Who carries out the assessment?
• Can family be involved?
• Will you speak to the person directly?
• Will you review medication, mobility, falls risk and home safety?
• Will you assess whether one or two carers are needed?
• Will you check whether equipment is needed?
• Will you produce a written care plan?
• How quickly can care start after assessment?

Be cautious if an agency agrees to provide complex care without properly assessing the person first.

Question 5: What will be in the care plan?

The care plan should be specific. It should not simply say “morning visit” or “personal care”. It should explain what the carer needs to do, how the person prefers care, what risks exist and what to do if something changes.

Ask whether the care plan will include:

• visit times and expected duration;
• tasks for each visit;
• personal preferences;
• mobility and falls risks;
• moving and handling instructions;
• medication support;
• continence needs;
• diet and hydration needs;
• dementia or communication needs;
• emergency contacts;
• what to do if the person refuses care;
• what to do if the person is unwell;
• how family are updated;
• when the plan will be reviewed.

Ask for a copy of the care plan and make sure it reflects reality, not just what is convenient for the agency.

Question 6: How do you choose and match carers?

The relationship between the person and their carers is central. A technically competent carer may still be the wrong fit if personality, language, culture, routine or communication style is mismatched.

Ask:

• How do you choose which carers will visit?
• Do you consider personality and preferences?
• Can we request male or female carers?
• Can carers speak the person’s preferred language?
• Can carers support cultural or religious preferences?
• Will the same carers visit regularly?
• How many different carers might visit in a typical week?
• What happens if the person does not feel comfortable with a carer?
• Can the carer be changed?

Consistency is especially important for dementia, anxiety, personal care and communication difficulties.

Question 7: Will we get the same carers?

Many families care deeply about continuity. Seeing the same carers helps trust, routine and early recognition of changes. It can also reduce distress for people with dementia.

Ask:

• How many regular carers will be assigned?
• Will we receive a rota in advance?
• How often do carers change?
• What happens during holidays or sickness?
• Will new carers be introduced properly?
• Will new carers read the care plan before visiting?
• Can family be told if a new carer is coming?

No agency can guarantee the same carer every time, but a good agency should have a clear approach to continuity and communication.

Question 8: What training do carers receive?

Carers should be trained for the work they are doing. The Homecare Association explains that homecare workers undergo initial training and criminal record checks, with many also gaining recognised care qualifications. Homecare Association guidance on choosing care at home explains what families should expect.

Ask:

• What induction training do carers receive?
• Do carers receive moving and handling training?
• Do carers receive medication training?
• Do carers receive safeguarding training?
• Do carers receive dementia training?
• Do carers receive end-of-life care training?
• Do carers receive infection prevention training?
• Do carers receive food hygiene training?
• How often is training refreshed?
• Are carers supervised and observed in practice?

If the person has specialist needs, ask about training specific to those needs, not only generic training.

Question 9: Are carers background checked?

Care workers are entering a person’s home and may support intimate personal care, medication, keys, property and money. Recruitment checks matter.

Ask:

• Do you carry out DBS checks?
• Do you check references?
• Do you verify identity and right to work?
• Do you check qualifications where relevant?
• How do you assess whether a carer is suitable?
• What happens if a concern is raised about a carer?

Do not be embarrassed to ask. Safe recruitment is a basic expectation.

Question 10: What happens if a carer is late or misses a visit?

This is one of the most important questions. A missed visit can mean missed medication, missed meals, toileting accidents, falls risk or someone being left in bed.

Ask:

• How do you monitor whether carers arrive on time?
• Do carers check in and out electronically?
• What counts as late?
• Will family be told if a carer is delayed?
• What happens if a carer cannot attend?
• Do you have backup carers?
• What happens if a visit is missed?
• How quickly would a manager know?
• How are missed visits investigated?

The answer should be practical and specific. “That rarely happens” is not enough.

Question 11: How do you handle emergencies?

Home care agencies need clear processes for emergencies and sudden changes.

Ask:

• What would a carer do if the person had fallen?
• What would they do if the person did not answer the door?
• What would they do if the person was confused or unwell?
• What would they do if medication had been missed?
• What would they do if the person refused essential care?
• What would they do if they suspected abuse or neglect?
• Who is contacted first: family, GP, 111 or 999?
• Is there an out-of-hours manager?
• Is there a 24-hour emergency contact number?

Make sure emergency contacts are written clearly in the care plan.

Question 12: Can you support medication safely?

Medication support can range from simple prompts to more formal administration. Agencies differ in what they can provide.

Ask:

• Do you provide medication prompts?
• Do you administer medication?
• Can you support blister packs or dosette boxes?
• Can you apply creams or eye drops?
• Can you support time-critical medication?
• How do carers record medication?
• What happens if a dose is refused?
• What happens if a dose is missed?
• Who contacts the GP or pharmacist if there is a concern?
• Can carers collect prescriptions?

Medication errors can be serious. Ask how the agency trains carers, records medicines and investigates mistakes.

Question 13: Can you support dementia?

Dementia care at home often needs patience, routine and skill. Short rushed visits may not work if the person is anxious, refuses care or does not understand why a carer is there.

Ask:

• Do carers receive dementia training?
• Do you support people who refuse care?
• Can you support someone who repeats questions or becomes distressed?
• Can you support wandering or exit-seeking?
• How do carers introduce themselves to someone with memory loss?
• Can you keep the same carers where possible?
• How do you record triggers and calming strategies?
• How do you involve family in dementia care planning?
• What happens if home care is no longer safe enough?

If the person is unsafe between visits, live-in care or a dementia care home may need to be considered. Read our guide to dementia care homes in the UK if care needs are increasing.

Question 14: Can you support mobility and falls risk?

Many people need home care because they are at risk of falls or struggle with transfers. The agency should understand moving and handling and should not ask carers to do unsafe lifting.

Ask:

• Will you assess mobility before starting care?
• Do carers receive moving and handling training?
• Can carers use hoists?
• Can carers support stand aids?
• Can two carers attend if needed?
• How do you decide whether one or two carers are required?
• How do you reduce falls risk during visits?
• What happens if the person falls?
• Will you recommend equipment or occupational therapy input?

If the person needs two carers and only one is sent, both the person and the carer may be at risk.

Question 15: Can you support personal care with dignity?

Personal care is intimate. The way carers support washing, dressing, toileting and continence care matters enormously.

Ask:

• How do carers protect privacy and dignity?
• Can the person choose a preferred gender of carer?
• Can routines be followed?
• What happens if the person refuses washing or dressing?
• Can carers support continence care?
• Can carers support catheter or stoma care, if needed?
• How do carers record skin concerns?
• How do carers report pressure sore risks?

A good agency should talk about dignity naturally, not treat it as an afterthought.

Question 16: Can you help with meals and hydration?

Poor eating and drinking can quickly become dangerous, especially in frail older people. Carers may need to prepare meals, prompt fluids or report weight loss.

Ask:

• Can carers prepare meals?
• Can carers heat ready meals safely?
• Can carers support special diets?
• Can carers record food and fluid intake?
• Can carers prompt drinks?
• What happens if the person is not eating?
• Do carers report weight loss or dehydration concerns?
• Can carers support someone with swallowing difficulties?

If there are swallowing problems, ask whether speech and language therapy guidance is needed. Not every agency can safely support complex dysphagia.

Question 17: Do you provide night care?

Night care can be essential where someone is unsafe overnight, needs toileting support, wakes confused, falls, wanders or needs end-of-life support.

Ask:

• Do you provide sleeping night care?
• Do you provide waking night care?
• What is the difference in cost?
• How many times can a sleeping night carer be disturbed?
• What tasks can night carers provide?
• Can night carers support dementia distress?
• Can night carers support toileting and continence?
• What happens if night needs increase?

If night support is needed frequently, compare the cost and safety of home care, live-in care and care homes.

Question 18: How much will it cost?

Cost should be clear before care starts. Home care is often charged hourly, but the final bill depends on visit length, number of visits, weekends, night care, travel and whether two carers are needed.

Ask:

• What is your hourly rate?
• What is your minimum visit length?
• Do you charge more for weekends?
• Do you charge more for evenings?
• Do you charge more for bank holidays?
• Do you charge for travel or mileage?
• Do you charge an assessment or setup fee?
• What does double-up care cost?
• What do night visits cost?
• How often do prices increase?
• Can I have a written quote based on the care plan?

For a fuller breakdown, see our guide to home care costs in the UK.

Question 19: What is included in the price?

A low hourly rate may not include everything. Check exactly what is included.

Ask whether the price includes:

• care assessment;
• care planning;
• regular reviews;
• carer travel time;
• mileage;
• medication support;
• shopping trips;
• appointment support;
• family updates;
• out-of-hours contact;
• replacement carers if someone is sick;
• management visits.

Ask what costs extra and how those charges appear on invoices.

Question 20: What funding options should we consider?

A home care agency may not be able to give financial advice, but it should be able to explain whether it accepts council-funded clients, direct payments or private payment.

Ask:

• Do you accept local authority-funded clients?
• Do you accept direct payments?
• Do you work with personal budgets?
• Do you provide invoices suitable for council records?
• Do you accept self-funders?
• Can the care package change if council funding is lower than private rates?

If the person may need council help, ask adult social care for a needs assessment and financial assessment. For broader guidance, read our article on how social care funding works in the UK.

Question 21: What does the contract say?

Do not rely only on a phone conversation. Ask for the contract before care starts and read it carefully.

Check:

• hourly rate;
• minimum visit length;
• payment terms;
• deposit or upfront payment;
• cancellation charges;
• notice period;
• what happens during hospital admission;
• what happens if the person dies;
• price increase terms;
• complaints process;
• who is responsible for payment;
• whether anyone is signing as guarantor;
• how the contract can be ended.

If family members are signing on behalf of the person receiving care, make sure they have the correct legal authority and are not accidentally accepting personal liability.

Question 22: How do you communicate with families?

Families need to know how care is going, especially if they do not live nearby.

Ask:

• Will carers write daily notes?
• Are notes paper-based or digital?
• Can family access care notes?
• Will family be told about missed meals, falls, medication refusal or mood changes?
• Who is the named family contact?
• How quickly do you respond to calls or emails?
• Will we receive a regular review?
• How are urgent concerns escalated?

Good communication prevents small concerns becoming major crises.

Question 23: How often is the care reviewed?

Care needs change. A good agency should review the care plan, not simply repeat the same visits forever.

Ask:

• When is the first review?
• How often are care plans reviewed?
• Can family request a review?
• What happens if needs increase?
• What happens if needs reduce?
• How are concerns from carers included?
• Will you tell us if home care is no longer enough?

Review is especially important after hospital discharge, falls, new medication, dementia changes or carer breakdown.

Question 24: What happens if the person refuses care?

Refusal of care is common, especially with dementia, anxiety, depression, pain or embarrassment. The agency should have a respectful approach.

Ask:

• How do carers respond if the person refuses care?
• Will they try again later if possible?
• How is refusal recorded?
• When is family informed?
• When is the GP or social worker contacted?
• How do you assess mental capacity concerns?
• How do you protect dignity and choice?

If this is already a problem, read our guide to what to do if a parent refuses care.

Question 25: How do you handle safeguarding concerns?

Safeguarding means protecting adults from abuse or neglect. A home care agency should have clear safeguarding policies and trained staff.

Ask:

• Do all carers receive safeguarding training?
• What signs of abuse or neglect do carers look for?
• How do carers report concerns?
• Who is the safeguarding lead?
• When would you contact the local authority safeguarding team?
• How would family be informed?
• How do you handle concerns about one of your own staff?

Safeguarding can involve physical abuse, emotional abuse, neglect, financial abuse, self-neglect, domestic abuse or exploitation.

Question 26: Are you insured?

Insurance protects the person receiving care, the agency and staff if something goes wrong.

Ask:

• Are you fully insured?
• What insurance do you hold?
• Does insurance cover personal care in the home?
• Does it cover carers accompanying someone outside the home?
• Does it cover medication support?
• Can you provide proof of insurance?

This is especially important if carers will support mobility, outings, shopping, transport or higher-risk care.

Question 27: What happens if care needs increase?

The care package may start small and grow over time. Ask what the agency can and cannot support.

Ask:

• Can you increase visits if needed?
• Can you add evening or weekend care?
• Can you add night care?
• Can you provide two carers if needed?
• Can you support worsening dementia?
• Can you support palliative care?
• What needs would be beyond your service?
• Would you tell us if a care home or live-in care should be considered?

Honest limits are a good sign. Overpromising can be dangerous.

Question 28: What happens if the person goes into hospital?

Hospital admissions can disrupt care packages and payments.

Ask:

• What happens to visits if the person is admitted to hospital?
• Do we still pay for cancelled visits?
• How much notice is required?
• Can care restart quickly after discharge?
• Will you reassess after hospital?
• Can you visit the person in hospital before restarting?
• Can you provide temporary extra visits after discharge?

Care needs often change after hospital, so reassessment matters.

Question 29: How do complaints work?

Every agency should have a complaints process. Families should not be afraid to use it.

Ask:

• How do we raise a complaint?
• Who investigates complaints?
• How quickly will you respond?
• Will we receive a written response?
• What if we are unhappy with the outcome?
• Can we complain to the regulator?
• How do you learn from complaints?

Pay attention to the agency’s attitude. A good agency should see complaints as a way to improve, not as a nuisance.

Question 30: What makes you different from other agencies?

This is a useful open question. It lets the agency explain its strengths without being led.

Listen for specifics, such as:

• carer continuity;
• strong training;
• dementia expertise;
• responsive management;
• local knowledge;
• good family communication;
• specialist care experience;
• clear pricing;
• low missed-visit rates;
• well-supported staff.

Be cautious if the answer is only “we care” without practical detail. Every agency should care. You need to know how that care is delivered.

Red flags when choosing a home care agency

Be careful if an agency:

• cannot confirm registration details;
• does not assess needs before starting complex care;
• gives vague answers about costs;
• will not provide a written contract;
• does not explain what happens if carers are late;
• cannot provide backup cover;
• has poor communication before care even starts;
• minimises medication or falls risks;
• does not involve the person receiving care;
• does not welcome family questions;
• cannot explain safeguarding procedures;
• pressures you to decide immediately;
• promises care it may not be able to deliver safely.

If something feels wrong during the enquiry stage, take that seriously. Early communication often reflects how the agency will behave later.

Signs of a good home care agency

Positive signs include:

• clear registration and inspection information;
• detailed assessment before care starts;
• honest discussion of what they can and cannot provide;
• clear written pricing;
• a personalised care plan;
• good carer matching and continuity;
• trained and supervised carers;
• strong communication with family;
• clear missed-visit and emergency procedures;
• respectful language about the person receiving care;
• willingness to review and adapt care;
• proper safeguarding and complaints processes.

Printable checklist: questions to ask a home care agency

Registration and quality

• Are you registered with the relevant regulator?
• What is your current inspection rating?
• Who is the registered manager?
• Can I read your latest inspection report?

Care needs

• Can you provide the care needed?
• Have you supported similar needs before?
• Will you assess the person before care starts?
• Will you create a written care plan?

Carers

• How are carers selected and matched?
• Will we have regular carers?
• What training do carers receive?
• Are carers DBS checked and supervised?

Reliability

• How do you monitor arrival and leaving times?
• What happens if a carer is late?
• What happens if a visit is missed?
• Do you have backup carers?

Costs and contract

• What is the hourly rate?
• What is the minimum visit length?
• Are weekends or bank holidays more expensive?
• Are travel or mileage costs included?
• What is the notice period?
• Can I have a written quote and contract?

Safety

• How do you manage medication?
• How do you manage falls risk?
• How do you handle emergencies?
• How do you handle safeguarding concerns?

Communication

• How are visit notes recorded?
• Can family access updates?
• Who is our main contact?
• How often is care reviewed?

Final thoughts

Choosing a home care agency is a serious decision. The agency may become part of daily life for someone vulnerable, private and dependent on reliable support. Ask detailed questions before signing anything. A good agency should not make you feel awkward for checking registration, staffing, training, costs, missed-visit procedures, medication support, safeguarding and complaints.

The best agency is not always the cheapest or the one that can start fastest. It is the one that can safely meet the person’s needs, communicate clearly, provide reliable carers, adapt when needs change and treat the person with dignity.

If the care needed is light, home care may be ideal. If needs are increasing, compare home care with live-in care and care homes. If the person is unsafe between visits, needs night support, has advanced dementia, needs two carers often or family carers are exhausted, a different option may be safer.

For related guidance, read our articles on home care costs, home care vs live-in care vs care home, social care funding and what to do if a parent refuses care.

Frequently asked questions

What should I ask a home care agency before hiring them?

Ask about registration, inspection rating, services, staff training, carer continuity, costs, minimum visit lengths, medication support, missed visits, emergency procedures, safeguarding, complaints and contract terms.

How do I know if a home care agency is legitimate?

In England, check that the agency is registered with the Care Quality Commission if it provides personal care. Ask for its registration details, registered manager and latest inspection report. Other UK nations have their own care regulators.

Should a home care agency assess needs before starting?

Yes. A responsible agency should assess care needs, risks, medication, mobility, home safety, preferences and whether one or two carers are needed before starting care, especially for personal or complex care.

Will we get the same carers every visit?

Not always. Agencies need to cover holidays, sickness and rotas. However, a good agency should try to provide continuity and explain how many regular carers are likely to visit.

What happens if a carer is late?

The agency should have a system to monitor arrival times, alert managers to delays, contact families where needed and arrange backup if the visit is urgent.

What happens if a visit is missed?

The agency should investigate, inform the right people, arrange urgent cover if needed, record the incident and explain how it will prevent the same problem happening again.

Can home care agencies help with medication?

Some agencies can provide medication prompts or administration, depending on their policies, staff training and the care plan. Ask exactly what they can do and how medication is recorded.

Can home care agencies support dementia?

Many can, but experience varies. Ask about dementia training, continuity of carers, refusal of care, distress, wandering, family involvement and what happens if the person becomes unsafe between visits.

How much does a home care agency cost?

Costs vary by area, provider, visit length and care needs. Ask for the hourly rate, minimum visit length, weekend and bank holiday rates, travel charges and a written quote based on the actual care plan.

What is the minimum home care visit length?

It varies. Some agencies offer 30-minute visits, while others prefer 45 or 60 minutes. Very short visits may not be suitable for washing, dressing, toileting or safe medication support.

Can a home care agency provide night care?

Some agencies provide sleeping night or waking night care. Ask what each option includes, how it is charged and whether carers can support dementia, toileting, falls risk or end-of-life care overnight.

What should be in a home care contract?

The contract should explain fees, visit length, payment terms, cancellation charges, notice periods, price increases, what happens during hospital admission, complaints procedures and who is responsible for payment.

Can the council help pay for a home care agency?

The council may contribute if the person has eligible care needs and qualifies after a financial assessment. Start by asking the local council for a care needs assessment.

What are red flags when choosing a home care agency?

Red flags include no proper assessment, unclear costs, poor communication, no backup plan for missed visits, vague safeguarding procedures, pressure to sign quickly or promises that do not match the person’s needs.

How do I compare home care agencies?

Use the same care needs list with each agency, ask the same questions, compare written quotes, check regulator reports, ask about carer continuity and pay attention to how clearly and respectfully the agency communicates.