Civic Care Ltd

Updated 1 August 2025

Date of assessment: 31 July to 14 August 2025

This was the first assessment of Civic Care Ltd under the single assessment framework. Civic Care Ltd is registered with the Care Quality Commission (CQC) to provide personal care and support to people living in their own homes. At the time of the assessment, the provider delivered care to 4 people, all funded through direct payments arrangements, in their own homes. The CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

We looked at all 5 key questions and 34 quality statements during this assessment. Based on the findings of this inaugural CQC assessment, we have rated them good overall.

We found that Civic Care Ltd delivered safe, person-centred care that reflected people’s identities, preferences and cultural needs.

People received care from a small, consistent staff team who arrived on time and adjusted visit times flexibly to suit individual routines and family arrangements. Family feedback described the service as very flexible and noted that managers checked in regularly, including during hospital stays, and arranged condensed hours when needed. Carers were matched for language and culture which supported clear communication, dignity, and trust.

Leaders used a real-time care management system, to share rotas and visit tasks with staff, capture notes, flag people’s communication needs, and record incidents and changes quickly. This system supported continuity, audit trails, and timely responses to concerns. Staff accessed current policies and a service user guide (including an easy-read version) and described quarterly supervision as consistent and helpful. A professional said “Working with Civic Care is seamless and refreshing. Their communication is clear, and they always act promptly, which makes them a reliable partner.” Recruitment was safe and included Disclosure and Barring Service (DBS) checks and references.

Partnership working was integral to care delivery. The service liaised with local authorities and worked with GPs and district nurses to resolve health concerns.

The service was led by a suitably qualified and experienced Registered Manager who held the relevant adult health and social care qualifications. The Registered Manager was actively involved in the day-to-day operational management of the service, ensuring that high standards of care were consistently maintained. They were supported by the Nominated Individual, who provided strong leadership and oversight. As part of the service’s planned growth, there were arrangements in place to recruit dedicated Care Coordinators to enhance service delivery and support future expansion.

Updated 1 August 2025

People and relatives told us that care workers were reliable, respectful, and attentive to their needs. They described carers as punctual and consistent, highlighting that visits were rarely missed and that they were informed in advance if changes were required. People valued this dependability, saying it gave them confidence in the quality of support they received.

Families praised Civic Care’s flexibility and responsiveness, particularly around adapting visit times and personalising care to individual circumstances. Where people required adjustments, such as condensed care hours, hospital appointments, or support around religious observances, managers acted quickly to arrange solutions. This approach helped people feel supported and respected in their own choices.

People also spoke positively about how carers were matched to them based on their language, culture, and preferences. This had a significant impact on people’s comfort and wellbeing and was something many described as a new experience compared to previous providers. One family explained, “They provide Bengali carers, which is exactly what we need. They’re great with changes, they’re very flexible and transparent. We’ve had other agencies before, but Civic Care has been the best.”

Individuals described staff as kind, caring, and supportive, saying carers treated them with dignity and listened carefully to their wishes. Families reported feeling included and informed, noting that managers maintained regular communication and worked closely with them to ensure care remained aligned with people’s needs.

People told us that Civic Care’s support helped them to remain safe, independent, and comfortable in their own homes. Consistent staffing and culturally appropriate care enabled people to maintain routines, stay connected to their communities, and feel secure. People and families consistently described positive relationships with managers and carers, emphasising a culture of dignity, respect, and belonging.