You are here

CQC warns Personnel Service Limited t/a Help Unlimited that it is failing to protect the safety and welfare of people

20 December 2012
Help Unlimited 4 Cresswell Corner
Personnel Service Limited
  • Media,
  • Care in your home and supported living

20 December 2012

Urgent improvements required at Help Unlimited, Cresswell Corner, Anchor Hill, Knaphill, Woking.

The Care Quality Commission (CQC) has issued two formal warnings to Personnel Service Limited t/a Help Unlimited that it must make urgent improvements at a home care agency in Woking, Surrey.

Two warning notices have been issued following an unannounced inspection of Help Unlimited, in Cresswell Corner, in November.

Among CQC’s findings:

  • An effective system was not in place to monitor the quality of the service that the agency was providing to its clients. This placed people at risk of receiving inappropriate care that did not meet their individual needs. Feedback about the quality of the service had been collected from some clients, but this had not always been used to address any concerns raised.
  • Staff were not always appropriately supported to perform their roles safely and to an appropriate standard. Mandatory training required by the agency had not always been completed; including training on safeguarding, infection control, manual handling and first aid.

Ian Biggs, Deputy Director of CQC in the South, said:

“We check the national standards of quality and safety in care that the law says everyone should be able to expect. These standards exist to protect people who cannot always speak up for themselves from being put at risk of harm. Providers have a duty to be compliant.

“People who use home care agencies deserve to be supported by staff with the right skills to meet their needs. Where this isn’t happening, immediate action is needed.

“Our inspectors will return in the near future to carry out another unannounced inspection. If we find that the agency is not making the required progress we won’t hesitate to use our legal powers further to protect the people who use its services.”


For further information please contact the CQC press office on 0207 448 9239 or out of hours on 07917 232143.           

Notes to editors

The warning notice finds that Personnel Service Limited t/a Help Unlimited is in breach of:

  • Regulation 10 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 (Outcome 16) Assessing and monitoring the quality of service provision
  • Regulation 23 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 (Outcome 14) Supporting staff

If the required improvements are not made, CQC has a range of enforcement powers which include restricting the services that a provider can offer, or, in the most serious cases, suspending or cancelling a service. CQC can also issue financial penalty notices and cautions or prosecute the provider for failing to meet essential standards.  Any regulatory decision that CQC takes is open to challenge by a registered person through a variety of internal and external appeal processes.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.