- Homecare service
Home Instead
Assessment report published 9 July 2026
Contents
Ratings
Our view of the service
This assessment commenced on 27 April 2026 and was completed on 15 May 2026. It was undertaken due to the length of time since the service’s previous rating. The service is a domiciliary care agency and provides personal care to people 73.
The service was found to be Outstanding overall, reflecting consistently high standards of care and leadership across all areas.
A key strength of the service was its relationship-led approach, with people supported by small, consistent teams of three to four staff. This enabled staff to develop strong, meaningful relationships with people, understand their individual needs and preferences, and deliver highly personalised care. This was supported by care documentation which people and their relatives were involved in drawing up, which were written compassionately and gave a real feeling of the person receiving care. The service went above and beyond a regular care package and provided support to the entire family, including visiting people when they were in hospital, staying with them when admitted to hospital by ambulance.
In addition to providing care directly, the service also had an extensive community outreach service, providing support for people and families effected by dementia and menopause, and networking with other local charities and organisations. The service was also excellent at supporting their staff, with many having worked for the service for multiple years, reflecting the positive working culture and opportunities to develop that were provided.
The service demonstrated a strong and embedded culture of learning and continuous improvement. Leaders actively encouraged staff development and reflective practice, ensuring the service remained forward-thinking and responsive to change. This was supported by effective governance systems and a clear commitment to maintaining and improving quality.
People and their relatives consistently described the service as responsive and flexible. Care was adapted promptly to meet changing needs, and the service worked collaboratively with people, families, and other professionals to ensure positive outcomes were achieved.
Overall, the service provided compassionate, high-quality care that placed people at the centre, underpinned by strong leadership, a positive culture, and a commitment to continuous learning and improvement.
People's experience of this service
People and their relatives spoke overwhelmingly positively about the service and the care and support provided by staff. Feedback consistently highlighted the difference the service made, not only to people receiving care, but also to their families.
Relatives told us that the support provided enabled them to focus on maintaining meaningful relationships, rather than taking on caring responsibilities. One relative shared, “I can be more of a [relative] than a carer,” while another said, “It means my [sibling] and I can go round and be their children without having to worry about their care.” This demonstrated the positive impact the service had on people’s quality of life and family dynamics.
People and relatives spoke warmly about the relationships they had developed with staff, describing them as kind, compassionate, and consistent. One relative told us, “They’re great friends with the staff. They’re like family.” These strong relationships reflected the service’s person-centred, relationship-led approach to care.
People also described how staff supported them to feel safe and reassured, particularly during times of vulnerability. One person said, “When they first came, I was quite poorly and I felt uncomfortable and they made me feel safe.”
Overall, people’s experiences were highly positive, characterised by trust, strong relationships, and a sense of reassurance, enabling people to feel supported, valued, and confident in the care they received.