Closer Care Services - Main Office

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

The provider was previously in breach of the legal regulation in relation to governance at the service. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

The registered manager told us they had worked hard to change the structure and processes within the service to drive improvements.Everyone was committed to the service and providing the best care. Staff described a positive team culture.

The registered manager understood the needs of their local communities and were keen to develop the service to meet local needs.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

Since the last inspection, the registered manager and nominated individual had completed additional training to increase their knowledge of key areas across the service. Both the registered manager and the nominated individual showed insight into previous shortfalls and had worked hard to make sure they made improvements.

Staff described the registered manager as approachable and supportive. The registered manager promoted regular communication with staff. Staff also had opportunities to raise concerns, discuss practice issues and request additional training through supervision and appraisal arrangements. One staff member explained, “"[Registered manager] does follow up anything that happens, any incidents, anything that’s troubling us, they are always available."

Relatives also spoke positively about leaders within the service.One relative said, “"I couldn’t ask for a better service or care. They have just gone beyond my expectations."

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

Since the last inspection undertaken in February 2026, the registered manager and nominated individual had implemented a number of new audits to strengthen oversight and identify areas for development. Action plans were developed where issues were identified, and progress was monitored to ensure improvements were sustained. These strengthened auditing and oversight arrangements demonstrated significant improvements had been made since the previous inspection.

Records reviewed showed care plans and risk assessments had been significantly improved and now provided detailed guidance for staff. Managers regularly reviewed documentation to ensure information remained accurate, reflected people's current needs and supported safe care delivery.

A new digital care planning system had been purchased by the provider since the last inspection, which had an easy to use app for care staff. The provider had also collaborated with a policy company, to review and improve all policies across the service.

Evidence from audits, care records, training records, staff feedback and people's experiences demonstrated sustained improvement since the previous inspection. Improvements had reduced risks, strengthened governance oversight and provided assurance the provider was continuously monitoring and improving the quality and safety of the service.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

Since the last inspection, leaders had focused on improving the quality of care, strengthening governance systems and developing a culture of continuous improvement. During this inspection, the registered manager and nominated individual demonstrated a clear understanding of previous failings and were confidently able to describe the actions they had taken to address them.

The registered manager told us they had "grown in confidence" and learned to delegate responsibilities more effectively. They said the findings from the previous inspection had motivated them to make improvements and ensure the service met expected standards. The nominated individual spoke positively about the service and described it as a "passion project", explaining that their focus was on providing good quality care rather than financial gain.

Overall, the registered manager and nominated individual demonstrated a clear commitment to continuous learning and service development. Changes implemented following the previous inspection had been embedded into practice and contributed to stronger oversight, safer care and improved outcomes for people receiving support.