When you’re looking for care for someone you love, it can feel overwhelming. There are so many choices, and it can be hard to know where to start. We often speak with families who aren’t sure what the difference is between an introductory agency and a regulated care provider, or what that means for their peace of mind.
That’s why we’re sharing this real story. One of our families kindly allowed us to share their firsthand experience. In their case, an introductory agency introduced a carer who turned out not to be the person they had vetted. A complete stranger entered their father’s home – someone no one knew or had checked. What follows is their account, in their own words, of what happened.
Searching for the right care
“After my recently widowed father had a minor stroke in August, the family decided that he should not be alone in the house all the time, and we set out to find a live-in carer for him.
We had previously had two ladies taking it in turns to visit for an hour and a half each day to help with housekeeping and laundry. They worked well as a team and everything was happy and settled until the stroke.
We did a lot of research into local agencies and asked friends whose parents had carers for recommendations.
One local provider was very busy, but we had had an unfortunate experience with their daily carers leaving early and sending different people each day. This was disruptive to my father and didn’t alleviate much of the pressure on myself, as I was having to show each new person what to do.
One agency we spoke to was a full-management care provider. They would not progress our enquiry until we signed their acceptance form. Once we did, they offered a single candidate who we felt was not suitable, and they then chased us for payment and a start date for that person.
Choosing an introductory agency
We then took advice from the district nurse at our local surgery, who recommended an agency we had used before when my late mother had a hip replacement. They were well known to her and she suggested that, as she knew them well, any problems could be easily resolved.
The agency was an introductory service, meaning they offered candidates and you employ the carer directly, paying into their own bank account plus a monthly fee to the agency.
The carer is supposed to be self-employed and manage their own tax, national insurance and insurance. This was my first experience with the care industry, so I didn’t realise this wasn’t the standard way of doing things.
We approached the introductory agency by telephone, and after a chat, they sent us their terms and conditions to sign along with two carer profiles. Since we had used their services before, there was apparently no need for a visit or a detailed briefing of Dad’s needs.
The start of our difficult experience
Of the two profiles, my brother and father chose a lady who was described as an excellent cook, car owner and an experienced and popular carer. We agreed to take her on for an initial six weeks.
She arrived by train that day. Her profile had a very blurry photograph and no real details about her, other than her caring qualifications. We were not offered sight of her formal ID or DBS.
Once she arrived, she was not as marvellous as the agency had stated. On the way from the station, she told us she couldn’t drive – after we’d previously stressed that driver was essential.
We invited her and my father to join us that evening to welcome her and get to know her. She told us a little about her background and her family.
We reported the driving issue to the agency the next morning. They said there was an issue with her licence but gave no further explanation.
Finding out the truth
As time progressed, it became clear she had no experience at all – no idea what to do with the catheter, how to cook, wash up or clean. Communication was also very difficult. We continued to report this, but were told she was wonderful and just settling in.
Eventually, we asked the agency to remove her. It later transpired that she was not the person whose ID and references the agency had seen, but a complete stranger sent in her place.
Neither the introductory agency nor we had any idea who she was, and this was reported to the police. Six months later, the carer who should have come was being interviewed under caution tomorrow and the police hadn’t traced the woman who actually came.
Sky News took an interest in this and found both women within 24 hours and the first one admitted on camera that she had not been to us, but had sent someone else.
I reported the issue to the CQC who said that there was nothing they could do about this as the agency are not regulated by them. The police were astonished that any care agency could be unregulated as they had expected to hand the case over to the CQC.
Social Services are now involved as well, since the agency did not report the safeguarding issue with my father being left in the care of a complete stranger about whom no one knew anything.
Turning to regulated care
We then approached several other care agencies. When I rang Unique Senior Care I spoke directly to one of the owners, Philip. He reassured me so well that we asked for a visit the next day. We interviewed two other agencies and chose Unique.
The difference is beyond measure. Clare, the local service manager, came to see us and took copious notes, together with a copy of my own care plan. She asked all about the family, my father and his likes and dislikes.
Unique Senior Care sent us Anne, and she and my father hit it off straight away. She was widowed at about the same time as him, so truly understands what he is going through as she is in the same position. Clare came on the first day to introduce her and help her to settle in.
The detailed care plan that Clare had prepared included everything from how he likes his tea (in a pot with no lid!) to a list of all the drugs and times to administer them. Every detail of his life was there for her to follow, so it was as if she had always been there straight away.
Each carer changeover is usually accompanied by Clare to help the new carer settle in and there is a full hour or longer handover between the carers.
Reflections on choosing care
Since our experience, we insist on seeing each new carer’s formal ID and have a video call with them to reassure ourselves that the person about to come into the house is actually the person that the agency are sending. Once bitten, twice shy!
Having the fully managed care is a great deal more expensive than an introduction agency, but there is the backup of 24-hour help for the carer if they need it and, presumably, a new carer straight away if one is not a good fit into the family.
The family are reassured that we have as much help as we need and Dad loves his ladies!”
Why we’re sharing this story
If you’re trying to decide what kind of care is right for your loved one, we hope this story helps. While this was an extreme case, it highlights the real risks that can come without proper oversight and how much responsibility rests with the family when choosing unregulated care.
Introductory agencies can work well for some families, but it’s so important to be 100% clear on how different types of providers operate and what protection and support they offer. The right care choice is about more than cost or convenience. It’s about safety, trust, and having the right support behind you.
If you would like to chat about what regulated live-in care could look like for your family, we are always here. There’s no pressure, just honest advice from people who care.
With over 40 years of experience in the care industry, providing outstanding care has always been Helena’s core mission.
Helena has been a dedicated member of Unique Senior Care for eight years, starting as Care Manager and advancing to Head of Extra Care and now serving as Director of Operations.
She holds a Level 5 Diploma in Leadership for Health and Social Care and Children and Young People’s Services (England), as well as a Diploma in Welfare Services. Helena has completed various leadership and management courses, enhancing her expertise in the care industry.
Helena has authored published articles, including one for Skills for Care on managing change through the COVID pandemic. She has a steadfast commitment to advocating for and supporting those in need, ensuring their voices are heard and their rights upheld.