A website can tell you what a home-care agency hopes to provide. The first conversation should tell you how it will work in practice. Ask direct questions, take notes and do not feel pressured to make a decision before the scope, price and next steps are clear.

Before discussing availability

Explain the broad situation, location and type of support being considered. The provider may need an assessment before confirming that it can meet the person’s needs. That is a sign of a careful process, not unnecessary delay.

1. Are you registered for the care we need?

In England, an agency carrying on the regulated activity of personal care must be registered with the Care Quality Commission. Ask for the exact legal provider and location name, then check it on CQC’s website. Avoid treating “CQC registered” as an endorsement; it confirms the legal registration and scope.

2. How will you assess needs, choices and routines?

Ask who completes the assessment, what it covers and how the person will be involved. A useful assessment considers abilities, risks, communication, home environment, routines, desired outcomes and what family or other professionals already do.

3. What exactly will be written in the care plan?

The plan should make the agreed tasks, times, preferences and responsibilities clear. Ask how you will receive a copy, how consent is recorded and what happens if the person wants something done differently.

4. How do you select and introduce care workers?

Ask how skills, experience, communication and availability are matched to the person. Find out whether an introduction is possible and what happens if the match does not feel right. Do not rely on vague wording such as “fully vetted”; ask which role-specific recruitment and identity checks are completed.

5. How do you train, supervise and check competence?

Training should match the work being carried out. Ask how the provider checks that a care worker can apply learning safely, how often supervision takes place and what additional preparation is required for an individual care plan.

6. Will we usually see the same care workers?

Continuity can help people feel comfortable and help workers notice changes. No responsible agency can promise that one person will attend every visit, so ask about the normal team size, rota planning, introductions and how changes are communicated.

7. What happens if someone is late or unavailable?

Ask when the office will contact you, how replacement cover is considered and who to call outside normal office hours. The answer should distinguish routine delays, urgent welfare concerns and medical emergencies.

8. How will changes be recorded and shared?

Needs can change gradually or suddenly. Ask how care workers record visits, how concerns are escalated, who reviews the plan and how the person or family can request a review. Agree who is authorised to receive information.

9. What does the price include?

Request the price and terms in writing. Ask about minimum visit length, different rates for evenings or bank holidays, mileage or travel, cancellation, notice periods and charges if a visit cannot take place. “From” prices are only useful if you understand when a higher rate applies.

10. How is medication support handled?

Medication support must be agreed within the provider’s policy, the individual care plan and the worker’s competence. Ask what information is required, how changes are authorised, what is recorded and what the provider cannot do. Do not make last-minute changes through an informal message to a care worker.

11. What are your safeguarding and emergency arrangements?

Ask how staff recognise and report concerns, who the safeguarding lead is and how you can raise a concern. Clarify the office and out-of-hours contacts. A home-care agency is not a replacement for 999 or NHS 111, and its information should make that boundary clear.

12. How can we complain, give feedback or end the service?

Ask for the complaints procedure before care starts. It should explain who responds, expected timescales and how to escalate a concern. Also understand the notice period and how records, keys, medication information or equipment will be handed over when a service ends.

Listen to how the agency answers

Clear answers matter as much as polished brochures. Notice whether the provider asks thoughtful questions, explains limitations, separates confirmed facts from possibilities and gives you time to decide. Good care starts with listening and continues through dependable communication.

Official sources and further reading

Links and content last reviewed on 30 August 2026.