Published 27 Oct 2026

Choosing a Live-In Care Agency in Surrey, Kent or Sussex: 12 Questions to Ask

A practical checklist for families comparing live-in care agencies: what to ask about carers, costs, cover and regulation, and what the answers tell you.

Choosing a live-in care agency is one of the biggest decisions a family can make. You are trusting someone to live in your parent’s home, support them every day and become part of their routine. Yet many families start the search in a hurry, often after a fall or a hospital stay, with little idea what to ask.

Agencies can look very similar online. The differences only show when you start asking questions. This guide sets out 12 questions to ask any live-in care agency in Surrey, Kent, West Sussex or East Sussex, grouped by the things that matter most: how the agency works, the carers, the cost and what happens when plans change.

It helps to have a notepad ready when you call, and to ask every agency the same questions so you can compare their answers fairly.

First, Understand How the Agency Works

1. Is this an introductory or a managed service?

This is the most important question, because the answer changes almost everything else. There are two main models of live-in care in the UK:

Introductory agencies find, check and introduce self-employed live-in carers. Once you choose a carer, you agree the arrangement with them directly and pay them directly. The agency supports you in setting things up, but the carer works independently, and your family takes a more active role in overseeing the care.
Managed agencies employ or manage the carers themselves, supervise the care and take responsibility for how it is delivered.

Neither is right for everyone. Introductory care tends to suit families who want more choice and involvement, while managed care suits those who want the agency to take on more of the responsibility. Our article on managed vs introductory care agencies explains the difference in more detail.

2. What will my family be responsible for?

Ask the agency to spell out who does what. With an introductory service, the family usually agrees the daily routine with the carer, pays the carer, and acts as the main point of contact if anything needs to change. With a managed service, more of that sits with the agency. Knowing this upfront avoids surprises later.

3. Which areas do you cover, and where is your team based?

A local team understands the area, from the hospitals and GP surgeries to the practicalities of finding carers for rural villages. Ask where the agency’s office is and how quickly someone can visit or speak to you if needed.

Questions About the Carers

4. How do you find and check your carers?

Ask what checks the agency carries out before introducing or placing a carer. Typical checks include identity and right to work, references from previous care roles, and a criminal record (DBS) check. Ask the agency to tell you exactly which checks it completes, and whether it will share the results with you.

5. What experience and training do the carers have?

Ask about the carer’s experience with needs like your parent’s, such as dementia, Parkinson’s, mobility problems or recovery after a hospital stay. Ask what training they have done and when it was last refreshed. A good agency will be happy to tell you about a specific carer’s background before you meet them.

6. How do you match a carer to my parent?

Skills matter, but so does personality. Your parent will spend every day with this person. Ask how the agency gets to know your parent’s routine, interests and preferences, whether you can speak to or meet carers before choosing, and how many carers you are likely to be introduced to. Our guide to what a live-in carer does can help you think about the support your parent needs.

7. How do carers’ breaks and time off work?

Live-in carers need proper rest every day, a private bedroom and regular time off. Ask how daily breaks are arranged, how long a carer usually stays before a changeover, and who covers when they are away. If your parent needs help repeatedly through the night, ask how the agency would handle that, because a single live-in carer also needs to sleep.

Questions About Cost

8. What is the full weekly cost, and what is included?

Prices are often quoted in different ways, so ask for the full weekly cost in writing. Check whether the figure includes the agency’s own fees, and whether there are any extra charges, for example for couples, weekends, bank holidays or the carer’s travel. Ask what the carer’s food and accommodation arrangements are, as these are normally provided by the household.

At Medicare People, introductory live-in care is from £1,090 a week, plus a £250 weekly agency fee and a one-off £250 registration fee. Our cost of live-in care page explains what this covers.

9. Are there any one-off fees, and what is the notice period?

Ask about registration or set-up fees, deposits and how much notice you need to give if your parent’s needs change, they go into hospital, or you decide to stop. It is also worth asking whether you can arrange a shorter trial period first.

If you are hoping for help with the cost, our article on funding for live-in care explains the main options and where to start.

Questions About Cover and Changes

10. What happens if the carer is unwell or has an emergency?

Even the best arrangement will sometimes need cover at short notice. Ask how quickly the agency can introduce or arrange a replacement, and what your family would be expected to do in the meantime.

11. What if the carer isn’t the right fit?

Sometimes a carer and a client simply don’t get on, through no fault of either. Ask how easy it is to change carer, how quickly it can happen and whether there is any charge. An agency that has a clear answer to this has usually thought carefully about matching.

Questions About Regulation and Trust

12. Is the agency registered with the Care Quality Commission (CQC)?

Ask each agency to explain clearly how it is regulated and what that means for your family. You can check a provider’s registration, and read any inspection reports, on the CQC website.

Medicare People currently provides introductory live-in care services. We have submitted our application to the Care Quality Commission (CQC) and intend to introduce a fully managed live-in care service following registration. You can read how our service works on our introductory live-in care page.

It is also worth reading independent reviews, and asking whether the agency can put you in touch with other families it has helped.

What Good Answers Sound Like

When you compare agencies, look for clear, specific answers rather than general reassurance. A good agency will explain its model honestly, tell you exactly what your family will be responsible for, give you the full cost in writing and be open about what happens when things change. If an answer is vague, ask again or ask for it in writing.

Trust your instincts too. The way an agency treats you on the first phone call is often a good sign of how it will treat your parent.

Talk to Our Guildford Team

We arrange introductory live-in care across Surrey, Kent, West Sussex and East Sussex from our Guildford branch. We are happy to answer every question on this list. Call us on 020 3443 9844 for free, no-obligation advice, or send us a message and we will call you back.

Frequently Asked Questions

What is the difference between an introductory and a managed live-in care agency?

An introductory agency finds, checks and introduces self-employed carers, and your family agrees the arrangement and pays the carer directly. A managed agency employs or manages the carers and takes responsibility for supervising the care.

How many live-in care agencies should I speak to?

There is no set number, but speaking to two or three agencies and asking each the same questions makes it much easier to compare their answers, costs and approach.

Can I meet the carer before care starts?

Many agencies, including Medicare People, will introduce you to carers before you choose. Ask each agency how introductions work and whether you can speak to the carer first.

What should be included in the price of live-in care?

Ask for the full weekly cost in writing, including any agency fees and one-off charges. Introductory live-in care with Medicare People is from £1,090 a week, plus a £250 weekly agency fee and a one-off £250 registration fee.