- Homecare service
Harbour Lights Community Support
Report from 28 August 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 16, 17, and 20 October 2025.
Harbour Lights Community Support is a domiciliary care agency providing care to people living in their own homes. At the time of our inspection the service was supporting 12 people, 7 of whom received support with personal care. CQC only inspects when people receive personal care. This includes help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
This was the first inspection for this service.
People were placed at the very centre of their care and support, with care plans developed and reviewed in partnership with them and their relatives. Staff were proactive in identifying changes in needs and ensured care plans were updated accordingly. People felt confident their views were listened to and acted upon.
Staff were exceptionally caring, consistently demonstrating empathy, kindness and respect. People described staff as thoughtful, compassionate and attentive to both their physical and emotional wellbeing. Staff took time to build trusting relationships, often going above and beyond to support people and their families. For example, staff were praised for noticing small details such as a broken nail and taking time to ensure it was safe and comfortable. People felt respected, valued and safe in the presence of staff, with 1 person describing the team as “like family”.
People were supported to understand what being safe meant to them, and staff had received appropriate safeguarding training. Staff demonstrated a clear understanding of the Mental Capacity Act (MCA) and worked to protect people’s rights. Concerns were shared promptly and appropriately with relevant agencies.
Risks to people’s safety were identified, assessed and managed in collaboration with individuals and their families. Staff worked creatively with professionals to enable positive risk-taking while ensuring safety. Care plans included detailed information about risks and how staff should mitigate them.
Medicines were administered safely and as prescribed. Staff were trained and regularly assessed for competency. The provider had recently introduced an electronic care planning system and took immediate action to improve recording practices where needed.
The provider had robust governance and quality assurance systems in place. Leadership was inclusive, compassionate and responsive, with a clear shared vision and culture of continuous improvement. Staff felt supported and valued, and the provider promoted workforce wellbeing.
Recruitment processes were safe and thorough, ensuring staff were suitable to work with vulnerable people. Staff received effective induction, training and supervision. However, some gaps in training record checks were identified although these were addressed promptly by the provider.
People's experience of this service
People consistently described their experience with Harbour Lights as exceptional, highlighting a deep sense of trust, safety, and emotional connection with the staff who supported them. The service was repeatedly praised for its compassionate, respectful, and person-centred approach to care.
Staff were referred to as “angels”, “beautiful stars”, and “wonderful”, with people expressing heartfelt gratitude for the kindness and empathy shown. One person said, “They are such a caring bunch!” Another told us, “They don’t just look after [Name], they look out for me as a carer as well.” This dual focus on both the person receiving care and their family members was a recurring theme, with relatives feeling included, supported, and respected.
People felt safe and valued, describing staff as knowledgeable, friendly, and discreet. Staff were praised for their attention to detail, for example, ensuring pillows were correctly positioned with care and patience. The phrase “nothing is too much trouble” was echoed in multiple accounts, with staff routinely offering to help beyond their scheduled tasks.
Independence was actively promoted. People felt empowered to ask for support when needed, knowing staff would respond promptly and without judgment. Staff were also commended for their clinical awareness, with people noting improvements in skin integrity and diabetes management due to attentive care.
The emotional impact of the service was profound. People described looking forward to seeing their carers; feeling respected, and being treated as individuals. One person said, “I trust them completely.” Another told us, “I haven’t been as well cared for in hospital.” The service’s responsiveness during times of crisis, such as hospital discharge or sudden health deterioration, was described as immediate and reassuring.
People’s experiences with Harbour Lights were overwhelmingly positive. The service was described as life-enhancing, emotionally supportive, and clinically competent. People felt safe, respected, and genuinely cared for, not just as service users, but as individuals with unique lives, families, and needs.
Care planning was inclusive and transparent. People and their families were involved in reviews, and care plans were described as detailed and reflective of individual needs. Staff were introduced properly, and continuity of care was maintained. People appreciated receiving rotas in advance and knowing who would be supporting them.
The registered manager was frequently mentioned as a source of comfort and reliability. They were described as approachable, responsive, and deeply committed to both people and staff. Their leadership was credited with creating a culture of empathy, professionalism, and excellence.