How to review and update your organisation details

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:

1. Agency Information
2. Agency Business Locations
3. Agency Staff Overview
4. Billing and Bank Details
5. Agency User Management
6. Sub Contracting Agreement
7. Agency Worker Information
8. Notification Management
9. Agency Policies
10. 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:

• 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.
• Business Name — your registered trading name.
• Business Registration Number — your company registration number.
• Also Known As — an optional short name or abbreviation, if your agency is commonly known by one.
• Agency Post Code — the post code of your main office.
• Registered Office Address — the full registered address of your business.
• 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.
• 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

1. Enter the Monthly Hours Available — the total hours this group of workers can cover in a month.
2. Enter the Min Charge Hourly Rate (GBP) — the lowest hourly rate you are willing to accept for this worker type.
3. Choose the Employee Type, either PAYE or PSC.
4. 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. Hover over the information icon beside any field to see what it is used for.

Billing Address Information

• Invoiced as — the company name your invoices are issued under. It shows your business name unless it has been changed. Only change it if your invoices genuinely need to carry a different legal entity, and enter the name exactly as it should appear, including any Ltd or LLP ending.
• Address Bills In Attention To — the name of the person or team your bills should be addressed to.
• Billing Address — the full postal address for invoices.
• Cost Center — optional, and only used for reporting inside the platform.
• Digital Billing Address — the email address your bills are sent to.
• CC Digital Billing — an optional second address that receives a copy of every billing email.
• 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. A P badge beside a job title marks the primary user on your account.
• 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

1. 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.
2. 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
• Off-boarded

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.

Profiles that have been saved before all their details were completed show a DRAFT status. You will find them under the All tab. Open the profile from the Employees module to finish it.

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. It has two tabs.

AGENCY NOTIFICATION covers the emails your own team receives:

• Job Notification. Set a Job Notification Address and an Approval Notification Address for each of your locations, so each branch's job updates and approvals go to the right inbox. The table underneath shows the addresses set for every site.
• Worker Compliance Notifications. Add up to three addresses for alerts such as document expiry and training reminders. If you add none, these go to the primary user's email address by default.
• Marketplace Notifications. Choose which Marketplace assignments you hear about, and whether the emails go to all agency users or only to specific ones.

WORKER NOTIFICATION covers the emails your workers receive:

• Worker Email Notifications. A single toggle that stops all notification emails to your workers when it is turned off.
• Worker Notification Block Rules. Rules that stop particular emails, such as cancellation or leave updates, from reaching particular workers or worker types.

For step-by-step instructions on every section, see How to manage notification emails for your agency and workers.

Tip: Use a group email address for your job and approval addresses so that every shift manager at that branch is kept informed, rather than a single individual.

 

Step 9: Publish your agency policies

Agency Policies is where you share the policy documents your workers must read, such as your code of conduct or safeguarding policy. Each policy is issued as a PDF to the worker types and clients you choose, and appears in each worker's profile on the mobile app for them to read and acknowledge.

From this panel you can:

• Add a policy with Add new, or start from a template with Browse policy library
• See how many policies are live, how many acknowledgements you have, and how many are still awaiting a response
• Open a policy to see its versions, the workers who have not yet acknowledged it, and a full audit trail
• Send a reminder to everyone who has not acknowledged a policy
• Publish a new version when a policy changes, or disable a policy that no longer applies

For step-by-step instructions, see How to publish company policies for your workers.

 

Step 10: Confirm your organisational settings

The last panel holds your general preferences.

• Time Format — choose 24 Hours or 12 Hours. This changes how times are displayed across the platform for your agency.
• Digital Timesheet — choose Enabled or Disabled to turn digital timesheets on or off for your agency.
• Right to Work Verification Review Period — choose how often your workers' right to work verification must be reviewed. The options are Until earliest right-to-work document expiry, Every 1 month, Every 3 months, Every 6 months and Every 12 months.

Select Update to save.

Billing schedule

Under Billing, the Billing schedule controls how often invoices are raised for your agency and when each run happens. You will see whether the schedule is Active and the date and time of the next run.

To change it:

1. Select Configure. The Edit billing schedule window opens.
2. Check the Schedule name.
3. Choose How often invoices should be raised. Most agencies choose monthly or weekly.
4. Set Repeat every and the timing fields that appear for your choice. All times are in UK time and adjust automatically for British Summer Time.
5. Set the Start date. Every repeat is counted from this date, so "every 2 months" starting in January means January, March and May.
6. Leave Schedule active switched on. Turn it off only if you want to pause billing runs without deleting the schedule.
7. Check the summary box at the bottom, which shows how often the schedule runs and the date and time of the next run.
8. Select Save changes.

Please note: Changes to the billing schedule decide when your next invoices are raised. If you are unsure which pattern suits your agency, speak to our Support Team before changing it.

 

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.