Frequently Asked Questions

Are You CQC registered?

Yes, HomeTouch Care Ltd is registered and regulated by the CQC. However our introductory model of care which started in 2015 is technically not regulated by the CQC as the HomeTouch does not interfere in the care delivery, manage the care plan or provide rotas. HomeTouch Assist - our managed care service - is regulated by the CQC.

How do I search for carers that suit my needs?

Enter your postcode on the homepage and this will generate a list of carers in your area. You can then filter by language, skills, interests, experience. We recommend you review previous client reviews, watch videos of the carers and read our trustpilot reviews to see how other clients have used HomeTouch successfully.

I cannot find a carer in my area. Why is this?

We currently serve Greater London and Brighton for hourly care and nationwide for live in care. If you are having problems, just contact us on the live chat and we'll be happy to guide you.

How do I pay for care?

HomeTouch provides a secure online payment facility. Payment details are required before any contract commences and payment is via credit/debit card or direct debit for self funding clients. For ongoing contracts payment is taken in advance very Monday.

What will the carer be paid?

The carer will be paid the stated rate on their profile minus 20% (inc VAT) commission on an ongoing basis for the duration of the contract and any further contract with the carer. HomeTouch defines this as an "introductory fee" which is spread out over the length of the contract and any other subsequent contracts with that individual carer. We are committed to supporting a minimum £10/hr income for all carers.

Who sets the rates for carer pay?

Carers set their hourly rates according to their experience level, areas of expertise and the trust ratings they have built up on HomeTouch. The minimum hourly rate chargeable on HomeTouch is £10/hr. Please be aware that carers are working on a self-employed basis and therefore have to cover their travel costs and other reasonable expenses. We are committed to ensuring that carers can earn a living wage via offering their services on HomeTouch.

Is there a minimum contract length?

No. You can book a carer for a one off job for a few hours or days or arrange an ongoing contract. An ongoing contract can be cancelled with two weeks notice. If cancelling a single shift, please give the carer 24 hours notice.

How long can the visits be?

HomeTouch is committed to supporting minimum one hour visits. Otherwise it is as long as is required by you and your family.

Should I meet a carer before arranging a contract?

It depends on the circumstances. If you need a carer urgently to cover another carer, we can recommend carers who are suitable and who have been able to help in this area before. This is best setup as an immediate contract and payment. If you are looking for a longer term contract, we advise you meet the carer, decide they are the right person for you or your loved one and then agree the contract terms. Many clients like to meet with their carer before confirming an ongoing or longer term contract to ensure there is a good match.

Are carers insured?

Yes, carers have personal liability insurance. HomeTouch will ensure all carers commencing a contract will have a policy in place if this is requested by a client.

Once I have met a carer, can I arrange to pay them in cash?

No, it is against our terms and conditions to pay for carer services outside of HomeTouch.

What happens if I am not happy with my carer?

First of all, please let HomeTouch know straight away if you are having problems. We are here to help and want to resolve any problems you have. We take any allegations of poor care, dishonesty, poor punctuality, incompetence or poor communication very seriously and will take action immediately if you have concerns. If you have reason to be dissatisfied with your carer, you need to decide whether they have breached the contract with you (eg have not turned up, been non-punctual), or whether you no longer wish to employ them for your own personal reasons.

How are your carers vetted?

We check all of our carers ID, Qualifications and CRB/DBS certificates. We also face to face interview every carer that joins HomeTouch and assess them against 5 criteria - punctuality, communication skills, compassion/empathy, ability to take initiative and personal presentation/honesty. We conduct detailed scenario testing and reference check all carers. We pride ourselves on the high quality bar we set and only accept a small fraction of the carer applicants we receive.

Is HomeTouch registered with the Care Quality Commission?

We check all of our carers ID, Qualifications and CRB/DBS certificates. We also face to face interview every carer that joins HomeTouch and assess them against 5 criteria - punctuality, communication skills, compassion/empathy, ability to take initiative and personal presentation/honesty. We conduct detailed scenario testing and reference check all carers. We pride ourselves on the high quality bar we set and only accept a small fraction of the carer applicants we receive.

Can I employ more than one carer at the same time?

Yes, If you need a carer for different times of the day or week, you may need to find additional carers who are able to work at different times. Equally, you may have a carer who is taking leave and you can arrange a short term contract with another carer to cover this period. HomeTouch allows you to have multiple carer contracts simultaneously which can all be managed from the contracts page on the main HomeTouch dashboard.

Do I pick my own carer or do you assign one to me?

You should pick your own carer according to the criteria you looking for. However, if you need some assistance, we can help you with recommendations. The ultimate choice though is you and your family’s. Please email us at hello@myhometouch.com or contact us via the live chat facility.

When do I need to pay?

The payment needs to be made before the contract starts. This is held in a third party (escrow) account before being transferred to the carer at the end of the following week. Weekly recurring payments are then made for contracts longer than a week.

Do I need to pay employers National Insurance?

No, carers work on a self employed basis and there is no statutory requirement to pay Employers NI.

Can I cancel a contract?

You can cancel at any time for an ongoing contract. If you are booking for defined time period of less than a month, you are committed to paying that amount unless exceptional circumstances have occurred. We will look at each request on a case by case basis. Please note, you are party to a contract with the carer and if there is no reasonable reason is given for ending the contract prematurely, you would be in breach of that contract and the care would be entitled to full payment. All cancellations must be submitted by email to both HomeTouch on hello@myhometouch.com and the carer.

What if there is a dispute?

If there is reason to believe the carer has not fulfilled their duties or there are any other concerns, you can dispute the contract in the contract section. HomeTouch will look at each disputed contract on a case by case basis and try to resolve the matter fairly. A carer also has the ability to dispute a contract in case they believe they have reason to.

What is your safeguarding policy?

Our safeguarding policy protects vulnerable adults from abuse and is a legal requirement under the Health and Social care Act