- Homecare service
Home Instead
Assessment report published 2 October 2026
Contents
Ratings
Our view of the service
Date of Assessment: 6 August to 12 August 2026 with the site visit on 6 August 2026. Home Instead is a domiciliary care agency that provides a range of support including personal care to people living in their own homes. At the time of this inspection 61 people were receiving support with personal care. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the inspection, the service was supporting one person with non-regulated activities who had a learning disability. The provider had regard to ‘Right support, right care, right culture’. People were supported by very kind and caring staff who treated them with the utmost respect. Without exception, people and relatives told us they were very happy with the support they received. The provider demonstrated a very strong and visible person-centred culture. They ensured the whole staff team was committed to providing a service which put people at the heart of everything they did. People said communication was good and they were kept informed about any development within the service. The service was involved in the local community and worked alongside external professionals. There were robust governance systems in place to monitor the quality of the service and identify areas for improvement. The provider had a strong focus on continuous learning, innovation and improvement across the organisation and local system. People received safe care and support from staff who were well trained and qualified to meet their needs. People’s care needs were met in an effective way. There was oversight in place to monitor missed, late and cancelled calls. Appropriate recruitment checks were in place to help ensure staff employed were suitable to care for people safely. The provider supported staff wellbeing and staff felt supported to give feedback. Staff were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Leaders were visible and supportive, helping staff develop in their roles.
People's experience of this service
Without exception, all people and their relatives were very happy with the service. They felt their needs were met and they received personalised care and were able to make choices.
People described the staff and management as kind, supportive and caring. Comments from people and their relatives included, “We are very happy with the service, they come on time and stay for the full time and never miss a call”, “I am fine and very happy with my care. We get on great and they do what I want for breakfast and lunch and cheer me up. I can’t really think how they can improve”, “I don’t think that they could do anything more, I have 2 good carers which really are a blessing” and “They can’t improve, they are brilliant. They are kind, caring and very patient, I`m very pleased with them as they come on time and chat to me.”
The provider ensured people received personalised care which met their needs. Staff supported people with their individual needs including celebrating their birthdays and taking them to places of their choice.