UKG Care Havant

Updated 2 October 2025

Date of inspection: 08 October 2025 to 21 October 2025. UKG Care Havant is a domiciliary care agency and provides personal care to people living in their own homes. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. At the time of this inspection 61 people were receiving support with personal care. This was a comprehensive assessment of all 5 key questions triggered by concerns in relation to complaints, call times and our ongoing monitoring of the service. We reviewed all 33 quality statements related to the 5 key questions, Is the service safe, effective, caring, responsive and well-led?

We found a breach of regulation in relation to good governance. We found concerns in relation to the robustness of the governance systems and records. Quality monitoring systems and records needed to be strengthened to ensure any shortfalls would be identified promptly going forward. You can find more details of our concerns in the quality statement findings.

Records of people’s risks were not always comprehensive and did not always support staff to keep people safe. Medicines records did not support good practice in relation to ‘as required’ medicines. Information in people’s homes in relation to managing fire and oxygen risks needed to be more robust. Staff were stretched at times and people had on these occasions not received their care at the times agreed. Staff were recruited safely and were provided with training to support them in their roles. Staff told us they felt supported by the provider and senior staff and were provided with supervisions. People were supported to have choice and control and were involved in planning their care. Staff were kind and caring and had a good understanding of how to meet people’s needs. There was a system in place to allow people to express any concerns or complaints they may have. However, records did not show the provider’s complaints policy was always followed and how lessons had been learned from incidents and complaints to improve the service.

We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 2 October 2025

People felt supported by mostly regular staff who supported their needs. However, most people felt the service was short staffed at times which resulted in calls being late sometimes. Comments included, “A bit short staffed. We make a phone call to know what’s going on”, “Sometimes a bit short of staff. I’m here when they arrive it’s not a problem for me.”

Some people felt there was no set time for visits. The provider told us, people were emailed rotas for the week so they were aware who would be visiting them. However, not everyone we spoke with had a rota. One relative told us, “We don't have a rota, and visit times do vary quite a lot.” We do have lots of different carers and we have spoken to the office about this.”

People and their relative’s felt staff were caring and supportive and told us that the staff were kind and friendly. One person told us, “They are all so caring and make me laugh.” People were happy with the service and most people felt they could raise concerns, and these would be addressed. People told us they felt safe.

People told us that the management team were approachable and helped cover care calls if the service was short staffed, so people got to know the management team quite well. One person told us, “[staff members names] are in the office and are always easily contactable. We’ve never had a problem there”, “The service is brilliant”, “Marvellous”, “In general a good company.”

Other comments from people included, “The care doesn’t feel intrusive, what I do know is that without their care and support I wouldn’t be able to cope. Their support gives me the confidence to have (person’s name) at home, and we really value them!”