Spring round up 2026

Spring has been a busy time for development on CareHQ with the introduction of  custom user roles. Outside of the standard roles, you can now define the permissions you want to grant users. We also added an integration to the Infinity call tracking and analytics platform as well as a host of other improvements and fixes.

Custom user roles

User roles allow each individual's CareHQ views and action rights to be tailored appropriately, providing access to information that is required while also potentially hiding details or actions not important to the user's work. Account owner, Regional manager and Location user are the core user roles which remain central to CareHQ.

By default, Account owners can perform all actions and have visibility of all locations, Regional manager users can be assigned locations or location groups plus a handful of optional further rights, and Location users can manage and generate reports for their assigned care home. Account owners can add other users with these roles by selecting Users from the main navigation menu within CareHQ.

These standard roles can now be enhanced or made more focused by the option to create fully custom user roles.

Customising precisely what a user can see and do

If your organisation requires or would benefit from certain CareHQ users having access only to specific sections of the system or particular "views" (sets of information), this can be defined as a custom role. Perhaps the standard roles are close to what you require, but you would like to supplement the default permissions of a Regional manager or Location user with certain specific extra access and/or editing privileges?

No matter what your requirements, it's now possible to define precisely what any user can and cannot view or amend, from over 900 separate views within CareHQ, from specific reports to any aspect of care enquiries, resident management, locations, billing, recieipts, and more.

Due to the huge number of potential options related to custom user roles, if you are interested in defining custom roles for your CareHQ application please contact support to discuss further.

Infinity integration

Infinity is Europe's leading digital marketing call tracking and call analytics provider, helping companies in healthcare and other sectors to boost lead quality and improve customer service via conversation analytics and smart matching to map calls to their sources.

Integration with Infinity is now available for CareHQ, which allows for CareHQ enquiry conversions to be tracked inside Infinity, allowing Infinity users to keep all their call analytics in one place and helping to pinpoint the origin of sales leads.

If you would like assistance with setting up your CareHQ integration with Infinity, please contact support.

Other updates & fixes

• Support for defining custom user roles by account.
• Integration with Infinity is in place.
• You can now list and export comments at account level for care enquiries, service users and location contacts.
• Added new API endpoint create for service users.
• Added new API endpoint create for bookings.
• New report for unallocated payments.
• Quick links are now available when searching for a care seeker, service user or location contact. When entering a value into the search box we now show potential matches in real time which can be selected to link directly to the result.
• PeopleSoft integration (support for automatic imports).
• New documentation available:
  • How to change the order of rooms across CareHQ
  • How to add a resident / service user to CareHQ
  • How to book a resident / service user into a room
  • How to amend or cancel a booking, including discharging a resident
  • Setting a maximum number of days after a resident has checked out when expenses can still be added
  • Setting up billing for a resident / service user
  • How to set up and manage billing of resident / service user expenses
  • Approving invoices
  • Sending invoices by email or post

• Added support for Next period option when using the Invoice outstanding feature against billing contracts.
• Added a location group filter to the receipts reconciliations listing.
• Added support for setting the maximum number of days after a resident has checked out when expenses can still be added to their account.
• Credit rating column now shown in the Aged debt by service user report.
• Payment instructions for expenses can now be defined and will appear on invoices as expected. It's also possible to set an invoice to have a payment method of expenses.
• There is now an option within the Mailchimp integration to automatically remove care seeker and service user contact emails from Mailchimp when a care enquiry closes or is admitted.
• Billing party account code has been added to the export for Billing contracts.
• Added support for setting that an invoice reminder should not be sent if the associated service user has been checked out as deceased.
• Added the ability to list and export location contact documents at organisation and location level.
• Added a calendar tab to billing schedules which shows the billing dates and periods for a schedule by year.
• Sales pipeline now shows type of care not service type.
• Added location group filter to all tabs within the invoice listings (invoices, credit allocations, refunds and write-offs).
• Location users can now perform bulk fee updates for their location.
• Added service user account code to the bookings listings.
• Added a partner in care home filter to the service user listings.
• Added a filter to the care enquiries list / search for whether the resident has stayed at the location before.
• Added NHS number to the TC ARC report.
• Additional billing schedule options are now available:
  • X Months
  • X Years
  • Last weekday of the month
  • Custom billing periods
• Additional funding types available:
  • 12 week property disregard
  • Deferred payment
  • Section 117 aftercare
• Prone to wander and challenging behaviour fields against care enquiries can now be set as don't know (in addition to the existing yes/no options).
• Added location group filters to direct debit transaction, discrepancy and mandate listings.
• Added an allocation summary to reconciled receipts.
• Duplicate care enquiry suggestions now include matching enquiries that closed in the last 90 days.
• A tax rate can now be set for expense categories.
• A nominal code can now be set against tax rates.
• The respite review period is no longer hard set at 12 weeks but can be configured for your account.
• The content in automated tasks can now be customised per account.
• Companies can now be defined when invoicing is enabled (previously receipts also had to be enabled). Company legal entity codes can be useful for integrating with account packages with multi-company setups.
• Zero rate bookings can now be enabled against specific accounts.
• It's now possible to configure the payee, reference and descriptions fields on receipts to be required at account level.
• When viewing a pending or active service user we now show the reason for any future checkout as well as a status of Checking out today if they are set to check out today.
• It's now possible to limit billing rulesets to specific location groups.
• It's now possible to limit billing schedules to specific location groups.
• Added support for pulling fields from Mediahawk enquiries into the CareHQ care enquiry record.
• Support for up to 5 decimal places.
• Support for fixed year billing.
• Added support for scoping expense categories by location group.
• Switched bank field on receipt import to use bank name.
• Added support for filtering the nominal analysis report by created date.
• Added respite tactical field to care enquiries (Yes, No, Don't know).
• The receipt importer now supports UK date format values for the received date.
• Added support for selecting multiple funding types when filtering the admissions, discharges and deaths report.

• Regional manager inboxes always showed no unread, this has now been updated to show the unread emails related to them.
• Invoice outstanding can now be used to resolve billing discrepancies where the amount received from a fixed month contribution (such as an annuity) exceeds that of the contract it contributes to in shorter months (e.g. months with less than 31 days) requiring a credit note be generated for the over contribution.
• Resolved issue with credit rating report that would incorrectly include invoices for billing parties with no elevated credit rating which would result in a 500 error page.
• When closing then reopening a care enquiry and assigning it to another service user we now don't transfer over comments, documents or key contacts previously assigned to a service user.
• You can now unreconcile receipts that have clawback amounts against credit notes / overpayments on other receipts.
• Added a warning note to the accruals reports.
• Fixed issue where in some scenarios CareHQ would not automatically raise a credit note for the last day of a per night contract. The issue would occur when a per night contract ended on the day of checkout, for example if there were two consecutive per night contracts in place, one ending on the 5th and another starting on the 6th and the resident was discharged on the 5th, CareHQ would not automatically generate a credit note for checkout day of the 5th (it would flag a billing issue, but the credit note would need to be raised manually).
• Added additional safeguards around archiving of rooms to ensure block-bed and out of service bookings are not recorded against a room whilst it is archived.
• The include future date and invoices options for the billing review report now behave more inline with the expectations of users.
• Submitting a receipt reconciliation with an empty clawback no longer causes a 500 error (the clawback line is simply ignored).
• Fixed issue where an error would be raised when updating a DD mandate to have a reference the same as an existing cancelled reference.
• Resolved issue where the invoiced report didn't take account of contracts and bookings that started/ended outside the report period and where billing schedules had billing dates in the report period but billed periods outside of it.
• Changed the approach to transferring DD mandates for residents:
  • If the transfer is to a location that is not supported under the current mandate's DD setup then no mandate is created.
  • If the transfer is to a location that is supported under the current mandate's DD setup then a new mandate is generated and set to active with the same mandate reference but suffixed -T.
• Last credit control comment on aged debt by service user report did not reliably show the last comment and could show earlier comments. The export now always shows the last comment posted.
• Fixed issue where an invalid value in the due unit for billing schedule would cause a 500 error. We now return a sensible error to the user.
• Fixed an issue where it was possible to generate duplicate service user records for a care enquiry if you went back from the initial admission step during the onboarding process.
• Searching for locations with accented characters now works.
• Discharge can no longer be called against a resident who has already been discharged as deceased (multiple discharges on the same day was generating additional days after death invoices).
• Closing an action that is not assigned to a user now returns the user to the dashboard, previously the action would be marked as closed but a 500 page would be displayed.
• Paused contracts report now handles estimates for contracts paused after they were ended correctly.
• Removed location contacts from listings that are purely related to suspended locations.
• Removed contacts from typeaheads related to suspended locations.
• Required document actions are no longer generated for service users at suspended locations.
• Manually raising expenses for a resident now correctly bills the assigned key contact. Previously it would always raise the invoice for the resident.
• Fixed issue where the counts for invoices were not scoped to the user.
• Transferring a care enquiry now clears any previous resident from the new care enquiry for the transferred to care home.