- Homecare service
Marama Care HQ
Assessment report published 30 September 2025
Contents
Ratings
Our view of the service
Date of assessment: 16 June to 21 July 2025. This assessment was prompted by information of concern received in relation to risk management, a serious injury and staff training. Marama Care HQ is a Homecare agency and supported living service. This assessment report specifically details the Homecare agency side of the service. The service specialises in supporting people under and over 65 years old (including children), living with dementia, learning disabilities, physical disabilities, mental health conditions and sensory impairment. At the time of our assessment the service was not providing the regulated activity to children.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
At this assessment we found the overall rating of the service was requires improvement.
We identified 4 breaches of regulation in relation to consent, safe care and treatment, good governance and a failure to notify CQC of a notifiable safety incident. The service did not always do all that was reasonably practicable to mitigate risks. The provider did not always ensure they were working in accordance with the requirements of the Mental Capacity Act 2005. The provider’s systems and processes did not identify the shortfalls we found at this assessment. We have asked the provider for an action plan in response to the concerns found at this assessment.
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.
The management team were experienced and demonstrated a clear understanding of people's needs.
Staff spoke positively about the management team and told us they were “approachable and supportive”.
People received safe support with their medicines. The management team and staff worked collaboratively with other professionals to promote positive outcomes and ensure safe transitions when people moved between services.
People's experience of this service
We visited 5 people using the service and gained feedback from 5 relatives to help us assess and understand how people’s care needs were being met. We received feedback from 4 healthcare professionals who supported the service, and we received over 50 staff feedback on care forms and 3 forms from relatives.
Some people were unable to verbally share their experience of the service. We visited people in their own homes. We communicated with people in their preferred way, such as Makaton, and we observed staff supporting people to understand how their care was delivered.
People spent their day engaged in activities meaningful to them. They were treated with kindness and compassion.
Relatives told us they would recommend Marama Care HQ to others, comments included, “Our whole family are pleased with them. We cannot thank them enough”, and “I would, as the organisation gives me confidence. It’s not just a tick box”.
Although people and most of their relatives expressed general satisfaction with their care and support, our assessment found some elements of care did not meet the expected standards.