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How to review and update your organisation details

Our Support Team sets up your organisation details when you join. Here is how to check them and update anything that has changed.

Your organisation details sit behind almost everything you do in Agency Accelerator. They appear on your agreements and invoices, they decide who on your team can access the platform, and they control where job and approval emails are sent. Because our Support Team enters most of this information during onboarding, your job is mainly to review it and keep it up to date.

Take a few minutes to work through each panel below. It is worth doing once when you first log in, and then again whenever something changes at your agency — a new office, a new bank account, a team member joining or leaving.

Before you begin
  • You will need a user access level that allows you to edit organisation details. If the fields appear greyed out or you cannot see the Update button, speak to the main user on your account.
  • Fields marked with an asterisk (*) are required. You will not be able to save a panel until these are completed.
  • Each panel saves on its own. Always select Update (or Save) inside the panel you have just edited before moving on, otherwise your changes will be lost.
Finding your organisation details
  1. Select Organisation in the left-hand menu.
  2. Use the column of icons on the right-hand side of the screen to move between panels. Hover over any icon to see its name.

The panels appear in this order, from top to bottom:

  • Agency Information
  • Agency Business Locations
  • Agency Staff Overview
  • Billing and Bank Details
  • Agency User Management
  • Sub Contracting Agreement
  • Agency Worker Information
  • Notification Management
  • Organisational Settings

The panel you are currently viewing is highlighted in orange.

 

Step 1: Check your agency information

This is the first panel you land on, and it holds the core details about your business.

At the top of the screen, you will see a summary of your account:

  • Your agency name, along with your plan badge (for example, Pro)
  • Your agency reference number and the date your account was created
  • View Enabled Products — select this to see which Care Hires products your agency has access to
  • Your account status, such as APPROVED

Underneath, review the following:

  1. Company Logo — select the logo circle to upload or replace your logo. This is the image your clients and workers will see, so use a clear, good-quality file.
  2. Business Name — your registered trading name.
  3. Business Registration Number — your company registration number.
  4. Also Known As — an optional short name or abbreviation, if your agency is commonly known by one.
  5. Agency Post Code — the post code of your main office.
  6. Registered Office Address — the full registered address of your business.
  7. Phone Number — choose the type of number from the dropdown, then enter the number itself. You can record two numbers, for example a landline and a mobile.
  8. Are you VAT Registered? — select Yes or No. Make sure this is accurate, as it affects how your invoices are produced.

When everything looks right, select Update.

 

Step 2: Review your business locations

Your business locations are the branches or areas your agency operates from. They are used throughout the platform — when you add staff, assign users and set up notifications — so it is worth getting these right early.

The table at the bottom of the panel lists every location already set up, showing the location name, its city or county, and the business email address linked to it. Use the copy icon beside an email address if you need to paste it elsewhere.

To add a new location:

  1. Enter the Business Location name. This is usually the branch or area name, such as North London.
  2. Enter the Business Email Address for that location. Emails relating to this branch will go here.
  3. Choose the City/County from the dropdown.
  4. Select Add. The new location appears in the table below.
  5. Select Update to save your changes.

Use the Actions column to amend or remove an existing location.

Tip: Add a shared team inbox rather than one person's email address. That way, nothing is missed when someone is on leave.

 

Step 3: Review your agency staff overview

This panel tells clients what your agency can supply — the types of workers you have, at which locations, and at what rates. Keeping it current helps you get matched to the right jobs.

The table shows each entry you have already added, including the location, worker type and any associated skills, employee type, number of workers, minimum charge rate and monthly hours available.

To add a new entry:

  1. Select the Location the workers are based at.
  2. Choose the Worker Type, for example Healthcare Assistant, Support Worker or Administrator.
  3. Enter the No of Workers you have available for that type.
  4. Select any relevant Worker Skills. You can choose more than one, and they will appear as tags in the table. Examples include:
    • Mandatory Training
    • NVQ L2 and NVQ L3
    • Leadership
    • Driving
  5. Enter the Monthly Hours Available — the total hours this group of workers can cover in a month.
  6. Enter the Min Charge Hourly Rate (GBP) — the lowest hourly rate you are willing to accept for this worker type.
  7. Choose the Employee Type, either PAYE or PSC.
  8. Select Add, then Update to save.

Repeat this for every combination of location and worker type you supply.

 

Step 4: Check your billing and bank details

This panel is where your invoices and payments are controlled, so please review it carefully. It is split into three sections.

Billing Address Information
  1. Address Bills In Attention To — the name of the person or team your bills should be addressed to.
  2. Billing Address — the full postal address for invoices.
  3. Cost Center — optional, and only used for reporting inside the platform.
  4. Digital Billing Address — the email address your bills are sent to.
  5. CC Digital Billing — an optional second address that receives a copy of every billing email.
  6. Phone Number — a contact number for billing queries.
Preferred Payment Policies

Set your Billing Cycle (for example, Bi Weekly) and your Credit Term (for example, 14 Days).

Please note: These record your preferred payment terms only. The terms that actually apply to a job are taken from the service agreement between your agency and the provider.

Bank Details

Enter your Bank Name, Account Number, Account Name and Sort Code. Double-check every digit, as incorrect details will delay your payments.

Scroll to the bottom and select Update to save all three sections.

 

Step 5: Review the users on your account

Agency User Management shows everyone from your agency who can access the platform, and what they are able to do. Review this regularly, particularly when someone joins or leaves.

For each user, the table shows:

  • Their full name and job title
  • Their email address and phone number
  • The number of agency locations they are linked to — select the link to see them
  • When they were last active
  • How many applications they are authenticated for — select the link to see which

Use the search boxes to filter by agency location or by name or email, or select View All Users to see the full list. The three dots at the end of each row let you edit or manage that user.

Adding a new user
  1. Select Add new at the top of the panel.
  2. Enter the person's Email Address and select Validate Email. This checks whether they already have a Care Hires account.
  3. Complete their Name, Job Title, Location, Phone and City/County.
  4. Under Authenticated Applications, tick the products this person needs:
    • Agency Accelerator — for connecting with care providers and managing recruitment
    • Marketplace — for automated bidding on jobs
    • Care Academy — for training and certifications
  5. For Agency Accelerator, choose a User Access Level. This controls what the person can see and change. If you are unsure which level to pick, select click here in the blue information box to read a breakdown of each one.
  6. Select Update to save the new user. They will receive an email inviting them to set up their account.

Tip: Only give access to the products and levels each person genuinely needs. It keeps your account secure and the platform simpler for them to use.

 

Step 6: Check your subcontracting agreement

This panel is a record of the service terms between your agency and Care Hires. There is nothing to edit here, but it is useful to know where to find it.

For each document you will see when it was created, who accepted it, the date and time it was accepted, and its status — for example Accepted Digitally or Signed.

  • Select View Service Terms to read the terms on screen.
  • Select Download Agreement to save a copy of a signed agreement.

If an agreement is missing, or a status does not look right, let our Support Team know.

 

Step 7: Review your worker information

Agency Worker Information lists every worker profile linked to your agency. It is a read-only overview, so you cannot edit worker details from here, but it is a quick way to see the state of your workforce.

The tabs across the top group your workers by profile status, with a count beside each one:

  • All
  • Approved
  • Active
  • Deactivated
  • Denied
  • Suspended
  • Offboarded

For each worker, you will see their name, email address, worker reference number, profile status, the number of worker types assigned to them, and the agency locations they are linked to.

To find a particular worker, filter by agency location or search by name or email. Select the eye icon in the Actions column to open the full profile. Use the page numbers at the bottom to move through the list, or change how many results are shown per page.

 

Step 8: Set up your notifications

Notification Management controls who receives emails from the platform. Getting this right means the correct people hear about jobs and approvals without everyone being copied in on everything. There are two tabs.

General Configuration

1. Marketplace Notifications

  1. Under Assignment Notifications, choose which assignments you want to hear about:
    • All worker types
    • Relevant to me
    • Specific worker types — then select the types from the dropdown
  2. Under Send Emails To, choose All agency users, or Specific users and enter their email addresses separated by commas.
  3. Select Save Marketplace Settings.

2. Worker Compliance Notifications

These are your alerts for things like document expiry and training reminders.

  1. Enter up to three Recipient Email Addresses, using + ADD ANOTHER EMAIL for each additional one.
  2. Select Save Compliance Settings.

Please note: If you do not add any addresses here, compliance notifications will be sent to the primary user's email address by default.

Location-Specific Configuration

Use this tab if different branches need their notifications sent to different inboxes.

  1. Choose a location from Select Location.
  2. Enter the Job Notification Address. This receives updates on job status changes, such as staff allocation changes, cancellations and time changes.
  3. Enter the Approval Notification Address. This receives notifications about approvals and job updates.
  4. Select Save.

The table underneath shows the addresses currently set for each of your sites, so you can check them all at a glance.

Tip: Use a group email address for both fields so that every shift manager at that branch is kept informed, rather than a single individual.

 

Step 9: Confirm your organisational settings

The last panel holds your general preferences.

  1. Choose your Time Format — either 24 Hours or 12 Hours. This changes how times are displayed across the platform for your agency.
  2. Select Update.

If something is incorrect:  Some of your organisation details are entered by our team during onboarding and cannot be changed by your agency. If you spot something that is wrong and you are unable to edit it — or you make a change and it does not appear to save — please contact our Support Team and let them know exactly what needs correcting.


It is especially important to tell us if any of the following are incorrect:

  • Your business name, registration number or registered office address
  • Your VAT registration status
  • Your bank details or billing email addresses
  • Your plan, account status or enabled products
  • Anything shown in your Sub Contracting Agreement

We will update our records at the same time, so that your information stays consistent everywhere it is used.