- Homecare service
Eleanor Nursing & Social Care Ltd - Brent Office
Report from 27 October 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 18 November to 25 November 2025
Eleanor Nursing and Social Care – Brent Office is a domiciliary care agency that provides care and support to people living in their own homes. The service supported older people, some of whom lived with dementia. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. At the time of our inspection 92 people were being supported with personal care.
This inspection was carried out to follow up on actions from our last inspection in July 2022. At that inspection, the provider was in breach of legal regulations in relation to staffing. Improvements were found at this inspection and the provider was no longer in breach of regulations.
Risks to people were identified and addressed. The service maintained sufficient staffing levels to address and meet people’s needs. Staff were punctual and completed their visits to people’s home appropriately. Issues with staff performance and conduct were identified and resolved. Care plans included guidance for staff on maintaining people’s safety, which were consistently followed. People were able to participate in their care planning so they could receive personalised care. Safeguarding measures were in place, to protect people from the risk of abuse. Systems enabled staff to support people with their medicines in a safe way. Accidents and incidents that occurred were recorded and lessons were learned from them
People were always treated with dignity, kindness, and respect. Their privacy was protected and their individual needs, including equality and diversity were fully supported. Staff and managers assessed people’s capacity to make their own decisions and choices, which were respected. Service quality was monitored through established processes to drive ongoing improvement. Staff benefited from training and support, enabling their professional development. The management team was knowledgeable, supportive, and promoted a positive, inclusive culture in the service.
People's experience of this service
People using the service and their relatives expressed that they felt safe and well cared for. They described positive relationships with staff and managers, noting that any concerns raised with the management team were taken seriously and addressed. People and their relatives were involved in planning care and regularly asked to share their feedback. People told us they were treated with respect and kindness, with staff demonstrating an understanding of their needs and preferences. A person told us they were satisfied with the consistency of the service and seeing regular care staff. They said, “I am happy with the service I receive.” Another person told us, “Carers are on time, do what they need to do, all excellent, let us know if late, no missed visits and certainly no sign of abuse.” People felt safe and comments from a person and their family members included, “We feel very safe. The carers are polite, they wear name badges and do everything by the book.”
Relatives expressed confidence in the quality and safety of care, with a relative commenting, “[Family member] does feel safe, trustworthy, never any abuse, it does help when she knows their faces. A carer is so good, they go above and beyond, a star.” Another relative told us, “[Family member feels very safe as always someone at home with them. The carer is particularly good. We see a regular team of carers, all are trustworthy.”
Some people gave mixed feedback about the reliability of the service and the training staff received. We reported this back to the registered manager and we looked into staff training and performance during our inspection.