How to Choose a Live-in Care Agency in London: 10 Questions to Ask

Managed vs introductory agencies

A managed (or fully managed) agency employs carers directly and is registered with the Care Quality Commission (CQC) to provide personal care. The agency manages the care day to day and is inspected and rated by the CQC.

An introductory agency - like Live-in Care London - finds, vets and carefully matches carers to clients. Under the Health and Social Care Act 2008, the CQC defines this as an introductory service. The carer works with you and your family, which can mean more say over how care is delivered and, often, a lower weekly cost. A good introductory agency still provides support throughout: vetting, matching, reviews, on-call support and arranging cover for carer breaks.

Neither model is right for everyone. What matters most is that you understand how the arrangement works before care begins.

10 questions to ask any live-in care provider

• Is the service managed or introductory, and who is responsible for what?
• How are carers vetted? (Look for enhanced DBS checks, identity and right-to-work checks, and references.)
• What training and experience do carers have, particularly in dementia, Parkinson's or other specific needs?
• How do you match carers, and can we speak to or meet the carer before care starts?
• What happens if the carer isn't the right fit?
• How are carer breaks and holidays covered, and will cover carers be introduced in advance?
• What is the full weekly cost, and is anything charged on top?
• How often is the care plan reviewed, and who do we contact out of hours?
• What notice period applies if we need to stop or change care?
• How do you handle concerns or complaints?

Red flags to watch for

• Vague answers about vetting, insurance or who is responsible for the carer.
• Pressure to sign up quickly before you've had a proper assessment.
• Prices that aren't clearly explained in writing.
• No plan for what happens when the carer needs a break.