What to Do If Your Support Worker Does Not Turn Up for a Booked Visit
26 October 2026
If your support worker has not arrived for a booked visit, first confirm the booking details, then try to reach them once, and make sure the person who was expecting help is looked after in the meantime. Afterwards, decide what to do about the missed visit and how to make a repeat less likely.
In the first half hour
A missed visit is stressful, especially when someone is waiting at home. Resist the urge to send a stream of messages. A few calm steps usually work better.
Check the details. Look at the day, start time and address you agreed. A mix-up over a time or a changed date can make a worker seem to be missing.
Make one clear contact. Call or text the way you normally do, say the time you expected them and ask when they can come.
Cover what cannot wait. If the person needs a meal, medication reminder from family or help with something time sensitive, ask a family member, friend or neighbour to step in.
Note the times. Write down the booked time and when you made contact, so you have an accurate account if you need it.
Our guide to what a support worker does day to day has a short version in its section on missed visits; the rest of this page goes further into what comes next.
Decide what happens to the visit
Once you have made contact, you will usually land in one of three places.
They are on their way or running late. Agree a new arrival time and whether the visit still makes sense at that hour.
They cannot come at all. Ask whether they can offer another time, and decide whether you need cover for today.
You cannot reach them. Wait a reasonable period, make arrangements for the person's day and treat the visit as missed.
The right choice depends on how urgent the support was. A visit that was mainly company can often move to tomorrow. A visit that was covering a task someone cannot do alone may need other cover today.
Check what your agreement says
A missed visit often comes down to what was agreed. Read your arrangement for anything about notice, cancellations and what happens if either of you cannot attend. If nothing was written down, that is useful to know for next time.
The guides to agreements once you have hired a support worker and to managing shift and schedule changes set out what an agreement can cover, including how to handle a change to a booked shift.
Do not assume you will be charged, or not charged, for a missed visit. Check what you agreed with that support worker and raise it with them directly.
Talk to the worker afterwards
When you have both had time, have a short, calm conversation. Ask what happened rather than opening with blame, because a genuine mix-up is different from a pattern.
Useful things to settle:
How the support worker will let you know if they are going to be late or cannot come.
How much notice you would each like for a change.
Who you will contact at the time, and by what method.
What you would like to happen if a visit is missed again.
Putting the answers in writing, even as a short message you both reply to, gives you the same record to refer back to.
Make a repeat less likely
You cannot control another person's day, but you can make a missed visit easier to handle.
Confirm important visits. A short reminder the day before can catch a mix-up early.
Keep a backup. Know who could step in, such as a family member or a second support worker, for a visit that matters.
Share contact details. Make sure the support worker knows who to contact if they cannot reach you, and that you have the best number for them.
Keep the agreement current. If hours or tasks change, update the arrangement so both of you are working from the same plan.
If you are comparing workers, the guide to hiring a support worker suggests asking about reliability up front.
When it keeps happening
One missed visit with a good reason is not the same as a pattern. If it happens again, say plainly what you need, such as reliable arrival and notice of any change. Then decide whether the arrangement is working for you.
If it is not, you can look for a different support worker. Take the same care over your next agreement as you did the first time.
If you are the support worker
Missed visits are just as stressful from the other side. Telling the person as soon as you know you cannot make it, and saying when you can come, gives them time to make other plans. If you are thinking about independent support work, the Deliver Care page is the place to start.
Independent support workers on CareVicinity are independent contractors; CareVicinity does not employ or assign them as staff.
FAQ
What should I do if my support worker did not turn up? Check the booking details, make one clear contact and arrange cover for anything that cannot wait. Then talk to the worker about what happened.
How long should I wait for a support worker who is late? There is no set time. Decide based on how urgent the support was, and contact the worker rather than waiting without hearing anything.
Can I get a replacement for a missed visit? That depends on what you agreed with your support worker and who else is available. Keep a backup person in mind for visits that matter.
What if my support worker keeps not showing up? Say plainly what you need. If it continues, decide whether to continue the arrangement and look for a different support worker.