- Homecare service
Axis Care Group Ltd
Assessment report published 13 April 2026
Contents
Ratings
Our view of the service
Date of assessment: 29 January 2026 to 4 March 2026.
Axis Care Group Ltd provide a domiciliary care service and a supported living service. Two separate reports will be completed for each assessment service group. This report is for the domiciliary service provided (Domiciliary care is support provided to people in their own homes).
At the time of the inspection, the domiciliary care service was supporting 14 people with their personal care needs. They had a location/office which was based in Leigh in Wigan but all the people they were supporting were based in the North East of England, predominantly Northumberland.
Two breaches of regulation were identified in relation to the provider’s governance and staff recruitment processes.
Systems for investigating incidents and managing risk were not sufficiently robust. Transitions between services were not always smooth. Environmental and individual risks were not consistently identified or mitigated, and oversight of training and recruitment documentation needed refinements. However, infection prevention and control was managed effectively.
People’s assessments of their care needs did not consistently inform care planning, and care was not always aligned with current legislation and best practice guidance. People’s outcomes were not clearly defined or monitored, and consent processes required strengthening. However, people were supported to maintain their health and independence, and teams worked collaboratively to deliver coordinated care.
People were treated with kindness, compassion and respect. Staff promoted dignity, independence and choice, and responded promptly to minimise distress. However, the care provided did not always fully reflect people’s individual strengths, backgrounds and protected characteristics.
Care records were not consistently person-centred or detailed enough to ensure individualised support. However, people were supported to plan for life changes, including end of life, and the provider aimed for flexible, coordinated care.
Governance and oversight systems were not robust, and leaders had not identified or addressed key issues within the service. Continuous improvement processes were underdeveloped. However, the service had a clear vision, a positive culture and a commitment to equality, diversity and inclusion.
We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
Feedback from people and their relatives was largely positive about the care provided. People told us they were treated with kindness, there was clear communication and the carers were reliable. Many described staff as compassionate and professional, with a relative saying carers were “Lovely, very caring” and had “Become family to us.” Another shared, “We have nothing but praise for the service,” adding staff were always cheerful and made a difficult time easier.
Families consistently told us they felt able to raise concerns and were confident they would be listened to. A relative said they were, “Very confident we could raise concerns,” while another commented, “Any problems, [the registered manager], will ring or message me straight away.” Medication management was frequently highlighted as a strength, with relatives describing staff as “very efficient” and attentive to correct timings and administration.
There were examples of thoughtful, person-centred care. Staff were described as promoting dignity, maintaining privacy and taking time to talk and reassure people. A family member told us their relative looked forward to staff visits.
However, some people described areas where the service could improve. A relative felt the transition from a previous provider, “Could have been handled better,” particularly around sharing information effectively. Another relative commented that handovers had “Not gone well” and that initially they were “Muddling through,” although they felt improvements had since been made.
Another person said their early experience was “Not very good and not impressed,” as they felt staff did not initially understand their restrictions. They told us this improved significantly and now described the carers as “Champion.”
Overall, while some inconsistencies were identified, particularly during transitions and at the commencement of care, most people and relatives spoke positively about the compassion, responsiveness and reassurance provided by staff.