Home Care Agency Checklist: 20 Questions to Ask (2026)

In short: start by checking the agency on the Care Quality Commission (CQC) website, which shows its rating and latest report. Then ask about the carers, visit times, the care plan, costs and complaints. The 20 questions below are our suggestions, based on guidance from the NHS, CQC and NICE. You do not need to ask them all, so pick the ones that matter most to you.

First, check the agency's CQC rating

In England, home care agencies must register with the CQC. To check one:

1. Go to Find care services on the CQC website and search for the agency by name or postcode.
2. Look at the overall rating and the date it was given.
3. Read the latest report. Ratings are also given for each of CQC's 5 key questions: safe, effective, caring, responsive and well-led.

The 4 ratings are Outstanding, Good, Requires improvement and Inadequate. Newer reports also give a percentage score, which shows whether a service is near the top or bottom of its rating. Some services have no rating yet, for example because they registered recently and have not been assessed.

Once rated, an agency must show its latest rating, with the date, on its website and at its premises. If you cannot see it, ask.

20 questions to ask a home care agency

Registration and quality

1. Are you registered with the CQC, and what is your current rating? Check the answer on the CQC website.
2. If you are rated Requires improvement or Inadequate, what has changed since the inspection? A Requires improvement rating means CQC has told the service how it must improve.

The carers

3. Have your carers looked after someone with needs like mine?
4. How will you choose the most suitable carer for me?
5. What training do your carers get, and how are new carers supervised? NICE says new carers should be observed at work more than once during their induction.
6. Will I be introduced to new carers before they start? The CQC says a good agency introduces you to any staff who will provide your care.
7. Will I see the same carers regularly? NICE guidance says agencies should prioritise continuity, so you get to know your carers.
8. Can I choose who helps me with personal care, such as washing and dressing? The CQC says you should be able to have a choice about this.

Visits

9. Will carers come in an agreed time slot, and will they tell me if they are running late?
10. What happens if a visit is missed? NICE says agencies should have plans in place for missed visits.
11. How do you make sure visits are not rushed? The CQC says a good agency has enough staff to give a reliable service that is not rushed.
12. Will you tell me if my carer has to change at short notice?

The care plan and safety

13. Will I have a written care plan, and how often will you review it? The CQC says the plan should change as your needs change.
14. How do your carers help with medicines? A good agency gives medicines safely and stores them correctly.
15. How will carers keep my keys and entry codes safe, and will they carry ID?
16. What will carers do if they cannot get in, or if I have had an accident?

Costs and contracts

17. What will I be charged, and what services are charged as extras? If you pay for yourself, the agency should give you a clear price list.
18. Can I read your standard contract before I sign? If the council pays towards your care, ask to see the contract it has signed with the agency.

Contact and complaints

19. How can I contact you during the day, in an emergency or out of hours?
20. How do I make a complaint, and what happens next? Agencies must have a formal complaints procedure, and you can ask to see it.

Before you start looking

Even if you plan to pay for care yourself, the NHS suggests getting a free needs assessment from the council first. It helps you explain to the agency what help you need. If the council pays towards your care, you may be able to take the money as a direct payment and choose the agency yourself.

If things go wrong later, complain to the agency first, or to the council if it arranges your care. If you are still unhappy, you can go to the Local Government and Social Care Ombudsman. You can also tell the CQC.

Related guides

• When Home Care Is No Longer Enough: Signs It's Time for a Care Home
• How to Employ a Private Carer Directly (and Stay Legal)

Sources

• Help at home from a paid carer (NHS)
• What can you expect from a good home-care agency? (CQC)
• Our ratings and scores (CQC)
• Regulation 20A: requirement to display performance assessments (CQC)
• Personal care: introductory agencies and individual care workers (CQC)
• Home care: delivering personal care and practical support to older people (NICE NG21)
• Homecare: how to find the care you need at home (Age UK)
• Problems with homecare (Age UK)