During an assessment under our new approach
Date of Assessment: 28 April to 15 May 2026. The service was supporting 6 people to receive personal care when we began our assessment. The service is a homecare service providing support to people in their homes.
The provider was in breach of legal regulations relating to governance, safe staffing, and safe care and treatment.
The provider’s audit and oversight processes had not identified multiple issues or improved the quality of the service.
There was a poor culture between service management and the care staff. Care staff had raised concerns about the providers employment practices. In February 2026 the Home Office removed the providers visa sponsorship license which had enabled the provider to employ care staff from outside the UK. When we carried out this assessment, we found the same employment practices were being continued by the provider.
This provider’s approach had led to a considerable loss of care staff which had in turn led to issues with timekeeping in the delivery of people’s visits with some being 30 mins to 2 hours late. This timekeeping was causing people who used the service distress. In addition, staff were being inadequately recruited through the provider’s recruitment process and not adequately trained to deliver either basic or specialist care to meet people’s needs. People told us they did not have confidence in some of the staff who supported them.
The quality of direct care delivered by the care staff was usually described as being good. People were treated with kindness and compassion and had their privacy and dignity protected by the care staff. However, the service did not always respond to people’s concerns.
We did not check how the provider was meeting Right Support, Right Care, Right Culture on this inspection. RSRCRC is our statutory guidance on how providers meet the needs of autistic people and people with a learning disability. At the time of assessment there were not any autistic people or people with a learning disability using the service.
In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.