Introductory Agencies vs CQC-Registered Home Care Providers — What’s the Difference?

A small group of Care Workers listening during a staff meeting — whiteboard, badges, and branded shirts visible.

When families begin looking for home care, they often encounter a mix of options — from CQC-registered agencies to introductory platforms that connect clients with independent carers. Although these services might look similar at first glance, they operate very differently behind the scenes. Understanding those differences is crucial when deciding who will provide care and support for yourself or a loved one.

What Is a CQC-Registered Home Care Provider?

A Care Quality Commission (CQC)-registered home care agency — like Chamomile Care — is a fully regulated organisation that provides or manages personal care. This means the agency is legally responsible for:

• Recruiting, training, and supervising carers

• Carrying out background (DBS) checks and ensuring compliance

• Managing schedules, cover, and care plans

• Ensuring quality and safety under national regulations

  
  

All CQC-registered providers are inspected and rated against strict criteria: Safe, Effective, Caring, Responsive, and Well-Led.

At Chamomile Care, we are proud to be CQC-rated “Good” overall with “Outstanding” in Caring — reflecting our commitment to compassionate, professional care at every visit.

What Is an Introductory Agency?

An introductory agency (sometimes called a personal service company (PSC) or a care-matching platform) simply introduces clients to independent, self-employed carers. The agency itself doesn’t deliver or manage care — its role ends once a carer and client are matched.

Key characteristics include:

• Carers are self-employed, not employed by the agency.

• The client becomes the employer — responsible for contracts, tax, pension, and insurance.

• No CQC regulation, as the agency is not legally providing personal care.

• Carers work independently, setting their own fees and terms.

  
  

These agencies can appear cheaper on paper, but that’s because the costs and responsibilities normally handled by an employer are shifted to the client.

Comparing the Two Models

Feature	CQC-Registered Home Care Provider	Introductory Agency
Regulation	Fully regulated by the Care Quality Commission (CQC)	Not regulated by the CQC
Employment	Carers are employed, insured, and trained by the provider	Carers are self-employed and responsible for their own cover
Accountability	Provider manages schedules, complaints, and quality	Client manages all employment and service issues
Continuity	Backup carers and consistency of staff are guaranteed	No guaranteed continuity or cover
Liability & Insurance	Covered by the provider’s policies	Must be arranged privately by the client
Training & Supervision	Ongoing professional development and compliance audits	Varies by individual carer
Cost Transparency	Clear hourly rates and invoicing	May appear lower, but excludes employer costs and admin
Best for	Families seeking regulated, reliable, long-term care	Clients confident managing their own carers directly

Why Regulation Matters

CQC regulation ensures your care provider meets national standards of safety, competence, and accountability. It means there’s:

• A registered manager responsible for care quality.

• Mandatory training and supervision for every carer.

• Insurance, pensions, and protections for staff.

• A clear process for complaints or changes to care.

  
  

If something goes wrong, there is a formal structure in place to resolve it — giving peace of mind that doesn’t exist with unregulated arrangements.

Making the Right Choice for Your Family

Choosing the right care is one of the most important decisions you’ll make. While introductory agencies can suit some families who prefer to employ carers directly, most people value the security, oversight, and continuity that comes with a CQC-registered provider.

At Chamomile Care, we:

• Employ and support all of our Care Workers.

• Maintain full CQC compliance.

• Deliver person-centred care plans designed around each client’s needs and preferences.

You remain in control — but with the confidence that every aspect of care is professionally managed and regulated.

📞 Get in Touch

If you’re exploring care options in Abingdon, Oxford, Didcot, Witney, Wallingford, or anywhere in between, our friendly team is here to help. Call 01235 617737 or contact us online to arrange a free, no-obligation consultation.