Frequently asked questions

Send us an enquiry or give us a call. We talk through your loved one’s needs, then introduce a suitable, vetted, self-employed carer, usually within 48 hours. You agree the care directly with the carer, and Viola handles the invoicing and payments and stays on hand if anything changes.

No. Viola is an introductory agency. We introduce families to self-employed carers and handle the invoicing and payments. We do not employ carers or provide care ourselves. You agree the care arrangements directly with your carer.

A home care agency employs carers and sends whoever is on the rota. An introductory agency like Viola introduces you to a self-employed carer you have chosen, and you agree the care with them directly. Families usually get more say in who comes and more continuity, and carers keep a bigger share of what you pay.

Viola does not provide care itself, so it is not registered with the CQC as a care provider. The Care Quality Commission defines companies like Viola as introductory agencies under the Health and Social Care Act 2008. We check every carer before introducing them: interview, ID, right to work, Enhanced DBS and references.

Across London and the surrounding areas. Live-in care is available across the wider London area. If you are not sure whether we cover your area, get in touch.

Areas we cover →

Older people who want to stay in their own home, people living with dementia or Parkinson’s, people coming home from hospital, and family carers who need a break. Many enquiries come from adult children arranging care for a parent.

Yes. Many families arrange everything by phone and email. You can talk to the carer before anything is agreed, invoices come by email, and we keep you updated if anything changes.

No. An enquiry is free and without obligation. We call you, talk through your situation and only arrange care if you decide to go ahead.

£20 an hour, the same rate every day including weekends and bank holidays. Travel is included and there are no hidden fees.

Prices →

No registration fee, and no extra charge for weekends, bank holidays or travel. For one-off, short-term bookings under £500 a small administration fee may apply, and we always tell you before you book.

From £150 a day (from £1,050 a week). The final rate depends on the level of support needed, and we confirm it with you before anything is agreed.

From £140 a night. The carer stays awake and available all night, usually from 10pm to 8am.

By bank transfer, twice a month. Viola invoices on behalf of your carer: one invoice for the 1st to the 15th, and one for the 16th to the end of the month. Payment is due within 5 days of the invoice.

No. You pay Viola, and Viola passes the payment on to your carer. You never need to handle cash or pay the carer separately.

There is no fixed minimum, but a visit is usually at least 2 hours. Most families start with 14 to 20 hours a week. For fewer hours it can take a little longer to find a carer, but we always do our best to help.

Possibly. Your local council can do a free care needs assessment, and your loved one may qualify for Attendance Allowance, which is not means-tested. Rules depend on your situation, so check gov.uk or get independent advice. We are not benefits advisers, but our guides explain the basics.

Paying for care at home →

Every carer goes through an interview, ID and right-to-work checks, a clean Enhanced DBS check and references from people they have cared for. All work as self-employed.

How we vet carers →

Yes. Every carer we introduce needs a valid, clean Enhanced DBS check (or PVG in Scotland).

We review each carer’s experience, training and qualifications, and get to know their personality and motivation. Some carers have healthcare qualifications. Tell us what your loved one needs and we look for someone with the right experience.

Yes. You can talk to the carer before anything is agreed, and we recommend being there for the first visit.

Yes. We propose a carer who fits your loved one’s needs, routine and personality, and you decide whether to go ahead. If it does not feel right, we introduce someone else.

That is the aim. We introduce a carer who can commit to your regular pattern. If they are ill or on holiday, we arrange a replacement and help with the handover.

We try to. Tell us about your loved one’s hobbies, background and the languages they speak, and we look for a good match.

We require every carer working through Viola to hold public liability insurance. As self-employed carers, they arrange their own cover and are responsible for it.

Everything that makes daily life at home easier: company and conversation, walks and outings, meals, light housework, laundry, shopping and errands, and personal care such as washing, dressing and moving around safely.

All care services →

The carer can remind your loved one to take their medication at the right times. They do not give medication or make changes to it. That stays with the GP, pharmacist or nurse.

No. Carers support everyday living. They do not carry out nursing or medical procedures such as injections, IV drips, taking blood, catheter or wound care. If your loved one needs nursing care, we will tell you honestly.

A carer lives in your loved one’s home and supports them through the day, so someone is always nearby. It is often an alternative to moving into a care home. Long-term live-in care is usually arranged within 5 days.

Live-in care →

A private room for the carer and a place to rest. Meals are agreed individually. The carer’s travel to you (for example fuel, or travel costs if you live outside the city) is paid by the family and always agreed in advance.

Usually 7 to 8 hours of active support a day, spread around your loved one’s routine. The carer always needs at least 2 hours a day to leave the house and rest, and a good night’s sleep. If your loved one needs regular help at night, tell us and we will plan for it.

A main carer usually stays for three to four weeks at a time, then takes turns with a second carer, so your loved one gets to know both.

Yes. The carer stays awake and available all night, usually from 10pm to 8am. Different times can be agreed.

Overnight care →

Yes. Many families combine hourly visits during the day with overnight care. If someone needs support around the clock every day, live-in care may be better value.

Yes. Tell us about your loved one’s condition and routine, and we look for a carer with relevant experience. Consistency matters, so we aim for the same carer each time.

Dementia care →

For hourly and overnight care, we usually introduce a suitable carer within 48 hours, often sooner. Live-in care is usually arranged within 5 days. If it is urgent, call us.

The carer arrives at the agreed time, introduces themselves and talks through the routine and the help needed. We recommend a family member is there for the first visit to make it relaxed for everyone.

Yes. You can add or reduce hours, or change days. Let us know as early as possible so your carer can plan.

We arrange a replacement carer and help with the handover, so your loved one is not left without support.

Tell us and we introduce a different carer quickly and sensitively. Live-in care can be switched to a new carer within the first 7 days.

Yes. You can cancel free of charge up to 5 days before the planned start. Later cancellations may cost up to 30% of the recommended weekly price (at least £100). You also have a 14-day right to cancel as a consumer.

Terms and Conditions →

For hourly and overnight care, the notice period is one month, but we understand things can change suddenly, so we can always agree something that works. For live-in care, you can end the arrangement without notice in the first 7 days, and after that with 14 days’ notice.

Yes, for hourly and overnight care. Many families arrange care for a recovery period after hospital and reduce it as their loved one gets stronger. Live-in care is usually at least one month, but shorter stays are considered case by case.

Tell us at [email protected] or by phone, ideally within 3 working days, so we can look into it while the details are fresh. We help resolve it with the carer and, if needed, introduce a different carer.

The carer calls 999 first, then lets the family and Viola know. Please make sure the carer has an up-to-date emergency contact and knows about any important health conditions.

The support can change too. You can add hours, add overnight care, or move to live-in care later. Let us know and we will talk it through.

Our team is available every day, including weekends, from 8am to 4pm UK time. In urgent cases, email [email protected] and we will get back to you as soon as possible.

Call us →

We only use your details to arrange and manage care, and share them with your carer only as far as needed. Health information is used with your consent.

Privacy Policy →

Fill in the short application form, which takes about five minutes. If you meet the requirements, we send you a short guide to how Viola works and a link to book a video call. After a successful call, you complete your registration and we help you get ready for your first family.

Apply as a carer →

No. You work as a self-employed carer. Viola is an online platform that introduces you to families, handles the payments and supports you, but it is not your employer or manager.

Experience helps, especially with personal care or dementia, but it is not the only thing we look at. Empathy, reliability and good spoken English matter just as much. Tell us about any experience you have, including caring for family.

It depends mainly on your documents. If you already have a clean Enhanced DBS and are registered as self-employed, it can be a matter of days.

A relaxed chat of 15 to 20 minutes. We get to know you, your experience and the kind of care you would like to offer, and answer your questions. Because you will have seen our short guide, we can focus on you.

Yes. As a self-employed carer you are free to work elsewhere. The only rule is that you do not arrange care outside Viola with families you met through Viola, during our cooperation and for 6 months after.

Your rate depends on the type of care: hourly visits, overnight care or live-in care. You always see what you will earn in each offer before you accept it, and we go through the rates on the video call.

Twice a month, by bank transfer. For days 1 to 15 you are paid by the 30th, and for the rest of the month by the 15th of the next month. You never need to chase families for payment.

Yes. You must register with HMRC as a sole trader once you earn more than £1,000 in a tax year, and you get a Unique Taxpayer Reference (UTR). If you have not done it before, we can explain how.

As a self-employed carer you are responsible for your own Income Tax and National Insurance, through a Self Assessment tax return. They are only due on profits above £12,570 a year (the Personal Allowance). We are happy to explain how the process works. We are not tax advisers, so for your own situation check gov.uk or an accountant.

No. Viola invoices families on your behalf and collects the payments, so you never need to chase anyone.

Travel to hourly visits is not paid separately. That is why we look for families close to where you live, or offer you enough hours with one family to make the journey worthwhile. For live-in care, travel to the family is agreed in advance.

You need to be 18 or over, have good spoken English and the right to work as self-employed in the UK, hold a clean Enhanced DBS, and register as self-employed with HMRC once you earn more than £1,000 in a tax year. Most of all, you need empathy and a real wish to help older people.

No. Viola cannot offer visa sponsorship. You need your own right to work as self-employed in the UK.

You need a right to work in the UK that allows self-employment. Visa conditions differ, so please check yours on gov.uk before you apply. We are not immigration advisers.

No. Many carers travel by public transport. A car or driving licence can help with some families, so tell us if you have one.

Yes. You need public liability insurance valid in the UK for the time you work through Viola. As a self-employed carer, you arrange it yourself.

When a family near you needs help that fits your experience, we send you an offer with all the details: the type of help, the area, the days and times, and what you earn.

Yes. You decide which offers you take. Saying no is completely fine and has no consequences.

Yes. Tell us whether you want visiting care, live-in care or both, and we only send you offers that match.

Tell the family and Viola as soon as possible, ideally at least 24 hours before, so we can arrange cover. If last-minute cancellations keep happening, we may have to replace you or end the cooperation.

Companionship, help at home, shopping, meals and personal care such as washing and dressing. You do not provide nursing or medical care, and you do not give medication, though you can remind clients to take it.

Yes, at any time, with one month’s notice. The same applies to Viola.

Partner Terms →