- Homecare service
The AICS Group
Assessment report published 1 November 2026
Contents
Ratings
Our view of the service
Date of assessment: 12 to 15 October 2026.
The AICS Group is registered to provide personal care to children and adults in their own homes. The service specialises in providing support for people who have experienced acquired brain injuries. Not everyone who uses the service received support with personal care. At the time of our assessment, 12 people were receiving support with personal care.
The last rating for this service was good (published 8 February 2020). The rating has remained good.
People received a bespoke package of care which was planned and developed by the agency working in partnership with the person, their representatives and external professionals involved in their care. People were cared for by the same familiar members of staff who worked exclusively with them. Staff undertook training to ensure they understood their roles and responsibilities.
The provider assessed and planned for people’s needs. They regularly reviewed people’s care and asked for their feedback about the service. They assessed risks and monitored these to make sure people were safe and well cared for.
People were able to make choices about their care and support. They were encouraged to be independent when this was safe to do so. People were supported with a range of social activities, including supporting some people to go on holiday. Staff worked closely with external professionals to make sure people received holistic care and their needs were met.
Most staff felt well supported and enjoyed working for the service. They had regular opportunities to meet with managers and discuss their work. A small number of staff told us their needs were not always met. We discussed this with the management team so they could make improvements.
There were suitable systems for monitoring and improving the service. These included a range of checks and audits, learning from things that had gone wrong and obtaining feedback from people using the service, relatives, staff and other stakeholders.
People's experience of this service
People had a good experience of the service. They received personalised care which met their needs and reflected their preferences. A person commented, “The care has been really good.” People and their relatives were involved in their care planning. They were able to make decisions. The agency was responsive when they requested changes and dealt with complaints appropriately. Comments from relatives included, “Managers are responsive”, “All members of the management team are helpful” and "Managers are open and aware of challenges and how to overcome these."
People had good relationships with staff. Comments from people and their relatives included, “Care workers are brilliant”, “The people who look after [person] are really nice”, “Care workers are amazing. They go above and beyond” and “[Person] gets on well with the care workers and confides in them.”
The agency supported people to remain independent when possible. Comments from relatives included, “The service is reliable and [person] is involved in making decisions” and “The care workers support [person] to be independent. They encourage [person] to cook.”
A small number of relatives raised individual issues of concern with us. With their consent, we discussed these with the management team who were already aware, were working with relatives and external professionals to resolve the concerns and provided us with assurances people were safe and their needs were met.
External professionals told us people received a good quality service. Their comments included, “The support team in place for [person] are excellent” and “The care [person] receives is consistently safe and well-coordinated.”