FAQs

No, we don't charge cancellation fees.

We take your data seriously here at Florence. We are Cyber Essentials certified and are on a number of public sector frameworks that involve a data security audit.

Continuous Professional Development (CPD) is the way that professionals continue to learn and develop throughout their career and ensure they keep their skills and knowledge up to date to be able to practise safely.
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If you work in a role that requires registration with a regulatory body such as nursing, then you are required to keep your skills and knowledge up to date through CPD.

For example, all nurses on the NMC register must complete 35 hours of CPD in a three year period. E-learning can count towards some of the required CPD hours, so the great news is Academy e-learning modules can be used to evidence ongoing CPD hours!
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Each module on Academy gives an indication of the time required in “active learning” to complete it. Once the module is completed and the assessment passed, a certificate is then issued which can be downloaded.
The terms CPD hours/scores/points are used interchangeably, although a module on Academy does not give the number of CPD “points”, the general guide is that usually one hour of learning equates to one CPD “point”.
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Most of Florence Academy modules are independently accredited by the CPD Standards Office and many of them are also aligned to the Core Skills Training Framework (CSTF). Each course overview details whether the course is accredited and/or aligned, meaning you can be confident that they meet industry standards.
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To find out more about:
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- CPD Standards Office please visit here
- CSTF alignment please visit here
- NMC CPD revalidation please visit here

Log in to Florence Academy with the same details you use to log in to Florence.

You will be able to take all Academy courses and download course certificates for free.

It's free to learn on Florence Academy – you can go through all modules in a course and complete assessments without paying.
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We charge just £8.99 (ex VAT) to see and download each course pass certificate.
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You can buy your certificate immediately after completing the course (and passing your assessment), or you can purchase it later by clicking the "Get certified" button for the course on your certificates page.
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We accept most card types, including Visa and Mastercard. We don't currently take PayPal.
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*You won't need to pay for certificates for courses completed before 11 January, 2023. If you have finished registration with Florence and are a Florence worker, you can see and download course pass certificates for free.

You now have a public profile, so it’s much easier to share your achievements with your employer.
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When you download your certificate, you’ll see a link and a candidate number. Simply share the link and candidate number with your employer: they can use this information to view all the certificates (with dates) on your public profile.
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You can share your certificates on social media by linking to your public profile, too.
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We now charge a small fee to download our certificates. When you pay for your certificate, it’ll appear on your public profile.

There are a wide variety of courses that are available for free to Florence professionals. These include:

- Fire Safety
- Moving and Handling Theory
- Equality and Diversity
- First Aid and Life Support
- Safeguarding of Vulnerable Adults
- Mental Capacity
- Infection Control
- Medication Administration
- Information Governance
- Food Hygiene
- Health and Safety
- Dementia Level 1
- Guide to Nurse Revalidation
- Conflict Resolution
- Safeguarding Children (Child Protection)

Log in or create an account on our own fully accredited e-learning platform, Florence Academy, to browse the latest courses.

All incidents should be reported to the Incident management team via incidents@florence.co.uk. We facilitate and support the gathering and sharing of statements and information. This procedure ensures incidents are properly investigated, lessons are learned, and improvements implemented. A copy of our Incident Management Policy can be requested.

Head over to our help centre where you can find more information on registering to Florence, shifts and payments and much more.

We have shifts available across the UK in the social care sector and NHS. To find out if we have shifts near you first download the app, submit your basic details, including your postcode, and we’ll tell you if there are shifts currently available near you. If there isn’t any work nearby, we’ll add you to our waiting list. When shifts do become available, we’ll email you so you can continue registering.

It can take as little as 3 working days to register with Florence. If all your documents are eligible and in date, we are able to approve your application quickly. References and security checks often take the longest to sort out, so we recommend getting these ready first. We’ve put together a handy guide to registration here.

Our rates are set by the NHS trusts and the social care organisations we work with. This means the rates can change depending on your location, skills and preferences.

Rates can also change depending on the staffing needs of a care organisation or area – for example, if more care professionals are needed to fill shifts in a particular area, rates can go up.

Here’s a guide to the sort of rates you might see for advertised shifts:

NHS
Nurse: £20 - 51 per hour.

Social Care
Nurse: £22.50 - £50 per hour.
Care assistant/support worker: £11.50 - 28 per hour.

Once you’re fully registered, you’ll be able to see all the roles and rates available near you.

In the app, you'll be able to filter shifts by:

• Hourly rate.

• Distance from your address.

• Shift type (day or night).

• Break information (length of time; paid or unpaid).

• Travel and parking information.

• How other care professionals have rated the care provider.

You’ll get paid directly into your bank account every Thursday. If you need to get paid faster, we offer an ‘Instant Pay’ option: you can receive up to 60% of your pay when your timesheet gets approved (for a £1 admin charge).

• Simply download the Florence app.

• You can complete your entire registration process via the app.

• The team will be in touch to offer support.

• Enter your postcode and basic details to see if there are shifts available near you.

• If shifts are available, you can go ahead and complete registration.

• If there aren’t any shifts near you, we’ll put you on our waiting list and contact you when things change.

Find out which documents you need to register here.

You can see which documents you need to register with here.

We do not currently offer visa sponsorship, but if you’re currently in the UK on an eligible visa and have enough relevant care experience, you can register with Florence.

You’ll earn holiday pay every time you work a shift, and we’ll include it with your pay every Thursday. You can choose to take holiday whenever you like, using the holiday pay you’ve saved. You’ll see the gross amount – hourly rate, plus holiday pay – for each available shift on the Florence app. We’ll break down hourly pay and holiday pay on your payslip, too, so you’ll know how much you’ve accrued.

If you’re a care organisation, you can provide world-class online training to your team via Florence Academy for business, including the Care Certificate. Choose and assign from 100+ online courses, track progress at-a-glance and send auto-reminders so your team’s training never goes out of date.

If you’re a care professional, you can train for free in our e-learning space for health and social care professionals, Florence Academy.

Florence care professionals can take free mandatory courses during registration. Once you’re fully registered, you’ll have free access to all 100+ courses, which you can use for your professional development.

If you’ve never worked in care before, we offer a free Pathway to Care course. This includes everything you need to know to begin working in health and social care, so it’s a great way to kick-start your career.

Non-Florence care professionals can take courses for free and then choose to buy a certificate for £2.99 + VAT.

Got another question?
Head to our help centre to search frequently asked questions, or chat to us now.

You now have a public profile, so it’s much easier to share your achievements with your employer.
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When you download your certificate, you’ll see a link and a candidate number. Simply share the link and candidate number with your employer: they can use this information to view all the certificates (with dates) on your public profile.
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You can share your certificates on social media by linking to your public profile, too.
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We now charge a small fee to download our certificates. When you pay for your certificate, it’ll appear on your public profile.

We rarely need to place someone’s account under review because of an incident. When this happens, it is either because you haven't given us a statement, or because serious allegations have been made about the way you practice.

In the second scenario, it might be too risky for you to keep working for Florence while the investigation is ongoing. Placing your account under review could help protect you from further allegations.

We support care professionals and healthcare organisations involved in incidents by phone, email and video call. To get support, email incidents@florence.co.uk during office hours and we'll arrange a call back. If you encounter an emergency while on shift, please contact the on-call team via the Florence app.

When we close an investigation, we email all people involved and tell them about the outcome, unless doing so breaches confidentiality. We'll normally contact the person who reported the incident and the witnesses that we spoke to during the investigation.

Head to our help centre to search frequently asked questions, or chat to us now.

Proof of address: What you need to know

When you register with Florence, we ask for a document to prove where you live. This helps us confirm both your identity and your address.

A proof of address is a document that clearly shows your name and home address. You’ll need to provide one of the following documents to verify your address. These documents should either be from the past three months or, in some cases, the last year.

What documents can I use to prove my address?

Proof of address documents from the past 3 months:

• Utility bill: This can include gas, electricity, satellite TV, or landline phone bills.

• Bank or building society statement: A recent bank or building society statement or confirmation letter showing your name and address.

• Solicitor's letter: A letter confirming a recent house purchase or a land registry document.

Proof of address documents from the past 12 months:

• Mortgage statement: A statement from your lender for the past full year.

• Council tax bill: A council tax bill (typed version only) for the current tax year.

• Rent card or tenancy agreement: A rental agreement from your council or housing association for the current year.

• P45 or P60: A document you receive from your employer detailing your earnings.

• HMRC self-assessment letter or tax demand: A letter from HMRC related to your tax for the current financial year.

• Electoral register entry: A confirmation that you are listed on the electoral register.

• NHS medical card: A card showing your NHS registration or a confirmation letter from your GP practice.

Important information about the UK tax year:

In the UK, the financial year runs from 6 April to 5 April the following year. Make sure the document you submit is from the current financial year—it’s important to check the dates on your documents.

What documents can’t I use as proof of address?

Unfortunately, we cannot accept the following documents to prove your address:

• Payslips

• Letters from hospitals

• Mobile phone bills

• Provisional driving licences

• Credit card statements

What if I don’t have a document that proves my address?

If you're unable to provide one of the documents listed above, don’t worry—we’re here to help. Simply click here to chat with us, and we’ll assist you in finding a suitable alternative.

What is considered a reference?

To work with Florence, you'll need at least two employment references who can confirm your professional care experience. These must come from a professional email address.

Multiple references that cover the 3 consecutive years are also welcomed.

​Important: For both nurses and care assistants, one of your references must be from your most recent UK employer. Your references must also be verified through your work history.

From overseas?

If you are from outside the UK, references must be on company letterhead paper and should be attached to an email from a professional address.

No references?

Unfortunately, if your references don't confirm your care experience, we will not be able to continue with your application.

What is the minimum work experience for Florence?

Social care shifts:
- Care workers, support workers, and senior carers: At least six months of UK work experience.
- Nurses: At least one year of experience as a UK nurse.

NHS shifts:
- Nurses: At least six months of NHS experience.

I qualified as a nurse abroad. Can I work for Florence?

Yes! We're proud to work with care professionals who have experience from all over the world.
​To work as a nurse for Florence, you'll need a valid NMC PIN and proof of at least one year of nursing experience.

How do I prove my right to work if I have a UK or Irish passport?

If you have a UK or Irish passport (valid or expired), you can use it to prove your right to work in the UK. During registration, we'll verify it through our online interview platform, Willo.

Make sure:

• All four corners of your passport are visible.

• All text is clear and easy to read.

• You provide the original passport, not a photocopy.

If your passport is in a different name than your legal name, see what to do here.

How do I prove my right to work if I’m not a UK citizen?

If you have a Biometric Residence Permit (BRP), Biometric Residence Card (BRC), or Frontier Worker Permit (FWP), you’ll need to generate a share code through the Home Office online service. We'll ask for this code during your registration interview on Willo.

If your share code is in a different name than your legal name, see what to do here.

Do I need to provide any other documents?

Depending on your visa type, we may need additional documents. Learn more about the requirements for:

• Skilled Worker visas

• Student visas

Once your right to work is confirmed, we’ll update your registration automatically.