- Homecare service
Care 24-7 Limited
Assessment report published 20 October 2026
Contents
Ratings
Our view of the service
Assessment dates were 26 August to 7 September 2026. Care 24/7 is a domiciliary care agency, providing personal care to people in their own homes. The service can support people who may have dementia, learning disabilities and adults under 65. At the time of the assessment, the service supported 143 people with a regulated activity. The assessment was carried out due to an aged rating, having been last assessed in 2018. The service is not currently supporting anyone with a learning disability, therefore the “right support, right care, right culture” methodology was not required.
The service lacked a positive safety culture, where identified trends and learning relating to risk, were not always identified, including safeguarding concerns. The service made appropriate referrals to services to mitigate risk however, this was not always fully documented. Staff did not always have the appropriate training or knowledge to fulfil their role. Medicines documentation at times, lacked important information. This put people at risk of harm.
People’s care documentation did not always detail important information regarding people’s needs, such as health conditions. Professionals, staff and people told us there was an inconsistency of staff in the service.
There service did not have robust systems and processes in place to support good governance and was in breach of regulation. Leaders had relevant oversight tools in place, such as auditing schedules, however, these failed to identify key missing information in people’s care documentation. The provider has been highly responsive to the assessment findings and has begun to take actions to address the shortfalls identified. The service has provided an action plan as to how it plans to improve its governance processes.
People were provided accessible information to promote equality, and support people to make important decisions, such as at the end of their life. Most people we spoke with told us their care was person centred, and staff were caring and compassionate.
People were supported to live healthier lives and promote their independence, for example, through joint working with reablement services, and had their immediate needs responded to.
We found the provider was in breach of legal regulation in relation to good governance.
We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
Most people we spoke with told us they felt safe using the service and spoke positively regarding staff in the service. However, people and their relatives felt there were inconsistencies in care staff, impacting on the quality of care. One relative told us, “I do feel safe with some of them, but some people don’t know what to do and I tell them.”
However, most people we spoke with provided positive feedback about the service and told us staff were caring and compassionate. One relative told us, "[My relative] is getting a very good service and we are quite satisfied. [The staff] are very nice and give a wonderful service."
Most people told us they felt able to raise concerns with staff and leaders. One person told us, “I can’t really fault the management”.