- Homecare service
Help at Home Care
Assessment report published 7 August 2026
Contents
Ratings
Our view of the service
Help at Home Care provides personal care to adults of all ages in their homes.Personal care is the support provided to people to help them maintain their hygiene, dignity, and daily living needs, such as washing, dressing and toileting.At the time of the assessment, 11 people were receiving the regulated activity of personal care. Evidence and feedback demonstrated that the service consistently met the needs of the people they supported.
The provider consistently demonstrated an exceptional standard of care, placing people at the heart of everything they did. Staff showed genuine compassion, kindness, and respect with people, taking time to understand their individual needs, preferences and life histories. Care and support were tailored to the individual. People had regular opportunities to share their feedback and emphasised that this was valued and listened to by the leaders. This had a positive impact on people’s lives.
Relationships between staff and people were warm, supportive, and built on trust which enabled people to feel valued, listened to, and safe. Care was delivered with dignity and sensitivity. Feedback from people and their relatives was overwhelmingly positive, reflecting a culture where kindness was embedded and where staff consistently went above and beyond to provide person-centred care.
The provider ensured the location was exceptionally well – led, with a clear vision and strong values, which were understood and demonstrated by staff at all levels. Leaders were visible, approachable and highly supportive of staff. There was an open and inclusive culture where staff felt confident to share ideas and raise concerns. There was a strong emphasis on continuous improvement, with robust governance systems which were used to monitor and drive positive change. Staff felt valued, motivated and well supported, which was reflected in high retention rates and the standard of the care which was being delivered. Care staff and the management team had developed strong relationships with people and their families. A collaborative approach was taken which enhanced outcomes and sustained a culture of excellence.
The culture within the service was extremely positive and the provider’s values were embedded. The leaders were extremely competent in their roles and were well supported by the provider. The provider had excellent oversight and governed the service well with robust systems and processes in place to identify and swiftly investigate safety events.
The provider had a strong understanding of safeguarding and people felt safe. People were involved in managing their own risks. People’s homes had safety checks in place to ensure the safety of staff and service users. The provider ensured there were enough staff, who were well trained and well supported by leaders. The provider assessed and managed the risk of infection and made sure medicines were being administered safely.
The provider ensured thorough assessments of people’s needs were completed and regularly reviewed. They worked well with other teams and professionals, encouraged people to live healthier lives, monitored their progress and conditions and were knowledgeable about the importance of people consenting to their care and treatment.
People's experience of this service
The feedback gathered from people and their relatives was consistently positive across all areas. People described the service as caring, responsive, reliable and well managed, with many stating they would “highly recommend” the service to others. There was a strong theme throughout the feedback of people feeling safe, comfortable and well supported within their own homes.
Everyone spoken with either said they felt safe or raised no concerns about safety and most stated they felt safe with the care staff supporting them. People and relatives consistently described the care staff as “lovely,” “very good,” “attentive,” “professional” and “kind.” People reported that the care staff treated them with dignity and respect and helped them feel comfortable accepting care in their own homes. Several relatives commented positively on the reassurance the service provided, particularly where family members were living with dementia, reduced mobility or increased health needs. One relative described how the support, “Takes a strain off” knowing their loved one was being well looked after.
People consistently reported that care staff arrived on time, stayed for the allocated duration of visits and carried out tasks appropriately. Timing and reliability were repeatedly described as “excellent,” “very good,” and “never an issue.” Feedback indicated that continuity of care was important to people and that the service attempted to maintain consistency with care staff wherever possible.
People and relatives also gave examples of care staff identifying health concerns and escalating them appropriately. Relatives felt reassured that care staff were observant and proactive in recognising concerns. One relative described how the registered manager contacted the GP after noticing a decline in mobility, which resulted in further professional assessment and support.
Feedback indicated that care was person-centred and tailored to individual needs and preferences. Several people highlighted that care staff supported them to maintain independence where possible. Care staff were also described as encouraging people positively, such as supporting individuals to get out of bed, maintain routines, shower regularly and engage with the day.
Feedback also highlighted the emotional and social value of the service. Relatives spoke positively about care staff helping reduce isolation, offering companionship and improving wellbeing in addition to practical care tasks. One relative explained that care staff visiting encouraged their relative to get up, shower, have a cup of tea and break up the day, significantly improving their relatives’ wellbeing and routine.
Overall, the evidence gathered from both people and relatives indicated high levels of satisfaction with the service. The overwhelming majority of feedback praised the service and reflected that people felt safe, respected, listened to and well cared for. The management team were consistently described as approachable and responsive, concerns were addressed appropriately, and care staff were viewed as reliable, observant and compassionate in the support they provided. People and their relatives told us they would have no hesitation in recommending the service to others.