- Homecare service
Compassion Care 24/7 Supported Living Limited
Assessment report published 16 February 2026
Contents
Ratings
Our view of the service
Date of Assessment: 13 to 28 January 2026. The service is a care at home service providing support to adults of all ages including those living with dementia, mental health conditions, physical disabilities and learning disabilities and autism.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. Although the management team were not fully aware of this guidance, the processes in place overall helped to ensure care was provided in an individual and supportive way.
Compassion Care 24/7 Supported Living Limited provided a caring and personalised service where people and relatives consistently described positive experiences of the care they received. Staff described the culture as supportive, and many told us they felt valued and treated well.
However, although people experienced positive day‑to‑day care, we found significant shortfalls in the provider’s governance and oversight systems. Important elements of safe and effective care were not consistently embedded or monitored. Risk assessments were incomplete or missing for several people, including those at risk of falls, choking, pressure damage or needing support with complex medical conditions. Care plans lacked essential clinical detail, including information about medicines, monitoring requirements, allergies, medicines which increased the risk of bleeding not risk assessed, Medicine Administration Records required improvement with missing signatures and PRN (as‑needed) medication protocols, were not in place.
Staff described relying on care plans, but the information within them was not always sufficient to guide safe decision-making. Formal process to comply with the Mental Capacity Act were not in place. Recruitment checks were incomplete in several staff files, and duty rosters contained overlapping calls with no allocated travel time, which posed a risk of rushed or shortened care. Staff confirmed these issues sometimes made it harder to deliver care safely and on time. Leaders engaged well during the inspection, acted promptly on feedback and demonstrated willingness to improve. They began updating care plans, introducing information sheets for emergencies and developing a more structured governance approach.
Despite these concerns, staff were committed and compassionate, and feedback from people, families and many staff members was consistently positive about the care provided. Infection prevention and control risks were well managed. People were supported by consistent staff and staff were positive about the training they received and day to day support from the management team.
The provider was in breach of legal regulations relating to risk assessment, medicines management and governance.
People's experience of this service
People and their relatives were overwhelmingly positive about the care and support provided by Compassion Care 24/7. They consistently described staff as kind, respectful and reliable. One person told us, “They are fantastic” and another said, “They help me shower and are gentle with me”. Several people said staff took time with them and did not rush, commenting, “They never want to just rush or get out straight away.” Relatives praised the service’s approach, saying carers were “very flexible and adaptable,” “very pleasant,” and “professional.” Many said they trusted the staff and felt reassured that their family members were well cared for.
People also valued the relationships they had built with staff. One person told us, “They know me as a person… we understand each other,” while another described how staff supported them with everyday routines, preferences and conversations that mattered to them. Families highlighted the positive impact of this continuity, with a relative saying, “[family member] has live‑in carers… they [care staff] have fitted into their [family member] routine. They [care staff] seem patient and organised.”
Communication was a strong theme in people’s feedback. Relatives described the office team as responsive and approachable. One said, “She [office staff member] gets back to me in minutes and lets me know what is possible,” and another explained how staff kept them updated about appointments, medications and changes in needs. People appreciated the helpfulness of both care staff and office staff, with a family member saying, “They are helpful as I do not live nearby… the carer goes back to charge her phone so I can speak with her if it has run out of charge.”
Most people said they felt safe with staff and were comfortable raising concerns. One person told us the care staff, “Always clear up after themselves… and are very professional.” Where concerns had been raised in the past, people said these had been acknowledged and addressed. For example, a person who felt a previous carer did not understand their specific needs explained that, after speaking to the office, “It was dealt with in a good way. She [care staff] has not been back since”.
Overall, people and families felt respected, understood and well supported. They described warm relationships with staff, valued the continuity of care and expressed confidence in the office team’s responsiveness. Many said they would recommend the service to others, reflecting a strong level of trust and satisfaction with their experience of care. However, the positive day‑to‑day experiences did not reflect the significant gaps we found in safety, risk management and governance.