Introductory Agency vs Care Agency: What Is the Difference?

When you start looking for help at home, you quickly find that companies offering “home care” are not all set up the same way. Some employ care workers and manage the care. Some introduce you to self-employed carers. And some families skip companies altogether and hire someone themselves.

The model matters. It affects the price, who is in charge day to day, who you call when something goes wrong, and what you are responsible for. This guide explains the three main options as fairly as we can, including where Viola fits.

The three models at a glance

	Introductory agency	Traditional care agency	Hiring privately
Who the carer works for	Themselves (self-employed)	The agency	You, as their employer
Who chooses the carer	You	Usually the agency	You
Who manages the care day to day	You and the carer	The agency	You
Who finds a replacement	The agency introduces one	The agency	You
Typical price	Middle	Highest	Lowest per hour
Your paperwork	Low	Lowest	Highest

1. The introductory agency

An introductory agency finds and checks carers, introduces suitable ones to your family, and usually handles the agreement, invoicing and payments. The carer is self-employed. You choose who you want, and you agree the care arrangements directly with them: what they do, when, and how.

This is how Viola works. Under the Health and Social Care Act 2008, the Care Quality Commission (CQC) defines companies like Viola as introductory agencies.

What it is good at

• Choice. You choose the carer. If it is not the right match, you can ask for someone else.
• Continuity. Families often keep the same carer for a long time because they chose them.
• Price. With no layer of management between you and the carer, prices are usually lower than a traditional agency. With Viola it is £20 an hour, every day of the week, with travel included.
• Flexibility. Hours can go up or down as needs change.

What to be aware of

• You direct the care. The agency does not send a care manager to plan and supervise each visit. You and the carer agree the routine between you.
• Quality depends on vetting. A good introductory agency checks carers carefully. Ask exactly what checks are done. Ours are set out on how we vet carers.
• No nursing. Carers support everyday living, such as washing, dressing, meals, medication reminders and company. They do not carry out medical procedures.

2. The traditional care agency

A traditional, or managed, care agency employs its care workers, decides who to send, and plans and supervises the care. Agencies that provide personal care in England have to register with CQC and are inspected, and their reports are public.

What it is good at

• Hands-off for the family. The agency organises rotas, cover and supervision.
• Inspection reports. You can read the agency’s CQC rating before you sign.
• Complex packages. Some agencies handle care where several workers need to be coordinated, or where there are specific clinical arrangements alongside the care.

What to be aware of

• Higher prices. The agency carries the costs of employment, management, training and registration. The Homecare Association, which represents homecare providers, puts its minimum price for homecare in England at £34.42 an hour for 2026/27. That is a benchmark used mainly in discussions with councils, not a price list, but it shows why managed agency rates are often well above what families expect.
• Less choice. You may not choose the care worker, and the person who comes can change often.
• Supplements. Some agencies charge more for weekends, evenings and bank holidays, or set minimum visit lengths. Ask for a full weekly quote.

3. Hiring a carer privately

Some families find a carer through word of mouth or an advert and hire them directly.

What it is good at

• Lowest hourly cost, because there is no agency in between.
• Full control over who you hire and how the care is organised.

What to be aware of

• You are likely to be an employer. That can mean payroll, tax and National Insurance, holiday pay, a contract and insurance. Get advice before you start, and check the employer guidance on gov.uk.
• You do all the checks. Identity, right to work, references and a DBS check are your job.
• No cover. If the carer is ill or goes on holiday, you need to find someone else, often at short notice.

Why the price differs

The hourly rate reflects what sits behind it:

• A traditional agency pays employment costs, managers, office staff, training and registration. That is a real service and it costs real money.
• An introductory agency covers finding, vetting and matching carers, the paperwork and payments, and introducing replacements, but not day-to-day management of the care.
• Hiring privately has the lowest rate, but you take on the employer’s costs and the time yourself.

None of these is wrong. The right one depends on how much you want to be involved and what your parent needs. For worked weekly examples, see how much home care costs in London.

What families are responsible for with an introductory agency

If you choose an introductory agency like Viola, it helps to be clear about your part:

• Choosing the carer from those introduced to you.
• Agreeing the care with the carer: tasks, times and routine.
• Keeping an eye on how it is going and telling us if something is not right, so we can introduce a replacement.
• Paying invoices. With Viola, invoices come twice a month and are paid by bank transfer within 5 days.
• Arranging anything medical through the GP or community nurses.

What Viola does: finds and vets carers, introduces suitable ones (usually within 48 hours for hourly care), handles the agreement, invoicing and payments, and introduces a replacement if your regular carer is unavailable or not the right match.

If your parent receives direct payments from the council, check with the council how the money can be used before you decide, as rules vary. You can read more in paying for care at home in England.

Choosing what suits your family

If you want to choose your carer, stay involved and pay a clear, flat rate, an introductory agency is worth considering. Have a look at about us to see how Viola works, or tell us about your parent through the enquiry form and we will explain how it would work in your case. Not sure what to ask any provider? Our checklist of questions to ask before choosing a carer will help.

Frequently asked questions

Is an introductory agency regulated by CQC? CQC defines companies like Viola as introductory agencies under the Health and Social Care Act 2008. They work differently from care agencies that provide personal care and are registered with and inspected by CQC.

Does Viola employ the carers? No. The carers are self-employed. Viola introduces them, checks them and handles the agreement, invoicing and payments.

Who do I call if the carer is ill? Call Viola. If your regular carer is unavailable, we introduce a replacement.

Why is an introductory agency cheaper than a traditional agency? Mostly because it does not manage the care day to day, so there are fewer layers of cost between you and the carer.

Do I get a say in who the carer is? Yes. You choose from the carers introduced to you, and if it turns out not to be the right match, we introduce someone else.

Sources

• Homecare Association: Minimum Price for Homecare 2026/27
• NHS: Personal budgets and direct payments