Novus Care Limited - Surrey

Updated 12 May 2026

Date of assessment: 13 and 14 May 2026.

Novus Care Limited - Surrey is a domiciliary care agency. The service is registered to support younger and older adults, those with mental health conditions including addictions, physical disabilities, learning disability and autistic, and sensory impairments. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgments about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices and independence. Whilst the majority of people supported were not autistic or had a learning disability, we still considered this guidance in relation to the people that were.

We undertook this assessment due to the aged rating. At the time of the inspection there were 60 people being supported with personal care.

Risks were identified, assessed and managed, and staff understood their responsibilities in safeguarding people from abuse and neglect. Incidents and concerns were reported and reviewed, and learning was used to improve practice. Rotas were planned carefully to ensure staff had sufficient travel time in between care calls. Staff were provided with an effective induction and ongoing training and supervisions took place.

Assessments were completed before care started and reviewed when people’s needs changed. Staff worked with health and social care professionals where needed, supporting good outcomes and continuity of care.

Staff understood the importance of maintaining dignity and privacy when supporting people in their own homes. People were treated as individuals, and care plans reflected people’s preferred routines, preferences and life history. Leaders listened to feedback and responded appropriately to concerns and complaints. Care delivery was well organised and accessible, supporting reliable and consistent care visits.

The service was well-led. Leaders promoted a clear direction focused on person‑centred care and continuous improvement. Governance systems provided oversight of quality, risk and performance. Leaders were approachable, and staff felt supported to raise concerns, contribute to learning and deliver safe, high‑quality care in people’s homes.

Updated 12 May 2026

People were positive about their experiences of care. People told us they felt safe and well supported by staff who knew them and understood how they liked their care to be delivered. People said staff were reliable, arrived as planned and treated them with kindness and respect in their own homes. People were protected from avoidable harm.

People told us they were involved in decisions about their care and felt listened to. Care was delivered in a way that respected people’s routines, preferences and independence. People said staff explained what they were doing and took the time to make sure they were comfortable.

Relatives spoke positively about the service and described good communication with the office team. They told us that staff responded appropriately when people’s needs changed and worked with other professionals when needed. People felt able to raise concerns and were confident these would be taken seriously and addressed.