Questions to ask a home care agency

Here’s a helpful guide to the essential questions to ask a home care agency.



These questions focus on what truly matters for you or your loved one’s care and will make sure you’re selecting a provider that meets your needs, helping you avoid issues down the road

About the Carers

  • What is your recruitment process for carers? Are interviews conducted before hiring?
  • Do you verify references before assigning work to new carers?
  • Do your carers undergo criminal background checks, such as those from the Disclosure and Barring Service (England and Wales), Disclosure Scotland, or Access NI (Northern Ireland)?
  • What qualifications and experience do your carers have
  • Are carers trained to manage specialized conditions like dementia or mobility issues?

Your or Your Loved One’s Care Needs

  • Do you currently provide care for individuals with needs similar to mine?
  • What specific services are offered? Are there any that you don’t provide?
  • Will you conduct an assessment to develop a personalized care plan?
  • How will you ensure carers adhere to the care plan?
  • How do you match carers to individual care needs?
  • Will we have regular, consistent carers?
  • Is it possible to interview potential carers beforehand?
  • If compatibility is an issue with a carer, can I request a change
  • Will carers maintain written records of the care provided, including timesheets for each visit?

Care Visits

  • Can you provide carers at the times I need assistance?
  • If I need additional or longer visits, is this possible in the future?
  • How many different carers can I expect to visit in a week or month?
  • What happens if my carer is unavailable due to sickness or holiday?
  • What is your policy on carers who arrive late or miss a visit?
  • If I am unable to answer the door, how will carers gain entry?
  • In case of a medical emergency, will the carer remain with me until help arrives?

Charges, Fees, and Terms

  • Do you offer a standard contract, and can I review it beforehand?
  • Could you provide a brochure and price list?
  • What are your hourly rates, and what is included?
  • Do charges vary based on the level of care required?
  • Are there higher charges for evening, weekend, or holiday visits?
  • Are there additional fees, such as travel expenses or call-out fees?
  • Is there a minimum charge for those needing minimal support?
  • How often is payment due, and what payment methods are accepted?
  • Will I need to pay a deposit or make payments upfront?
  • When might prices increase, and by how much?
  • What notice is required for visit cancellations or changes, and is there a fee?
  • If I am hospitalized, will I still be charged for scheduled visits?
  • Can I try the service for a short trial period?
  • How do I terminate the service, and what notice period is required?

About the Agency

  • How long has your agency been in operation?
  • Are you a member of the UK Home Care Association (UKHCA), and have you agreed to its Code of Practice?
  • Are you registered with the relevant care regulator? When was your last inspection?
  • How should I submit complaints if I am dissatisfied with the service?
  • Who will be my main contact, including outside of regular hours if necessary?
  • Do you have insurance coverage for accidents or property damage?
  • Does the agency have protocols to:
  • Maintain quality care standards?
  • Protect clients from accidents, neglect, or self-harm?
  • Ensure that staff respect privacy and dignity?
  • Manage the handling of clients’ money or belongings?

What the Agency Should Assess

Even if you’ve had a needs assessment from the council, a home care agency should conduct its own evaluation before creating a care plan. This assessment should include:
  • Details of any illness, medication, and required support
  • Sensory and communication abilities
  • Mobility, continence, and any required equipment
  • Dietary preferences and requirements
  • Religious and cultural needs
  • Support network and any others involved in care
  • Mental capacity and decision-making ability
  • Legal roles, such as those with Power of Attorney
  • Carer access to your home and safety considerations
  • Any risks associated with living independently

If the agency’s assessment doesn’t cover these areas, request they address them.