- Homecare service
Homely Supported Living Ltd
Assessment report published 19 August 2026
Contents
On this page
- Overview
- Person-centred Care
- Care provision, Integration and continuity
- Providing Information
- Listening to and involving people
- Equity in access
- Equity in experiences and outcomes
- Planning for the future
Responsive
Responsive – this means we looked for evidence that the provider met people’s needs.
This is the first assessment for this service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.
This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.
Person-centred Care
The provider did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.
Care plans included people’s backgrounds and detailed information on support required such as with mobility, nutrition and when out in the community. However, provider did not always make sure care plans reflected the support provided with personal care such as showers and how people liked to be supported in this area. We fed this back to the management team, who informed that this would be updated in people’s care plans.
Care provision, Integration and continuity
The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.
People using the service were supported by the same staff where possible, which helped promote continuity of care. They ensured continuity of care by assigning the same regular and familiar staff members to people, where possible.
Providing Information
The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
The provider ensured people received information in accessible formats where required. Care plans featured communication strategies detailing how to interact effectively with people based on their preferred communication styles. We observed that staff were able to communicate with people well. A relative told us, “They show [person] pictures and things of where to go etc. Staff are good at understanding [person].”
Listening to and involving people
The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.
The service appropriately supported people to give their feedback, share ideas or make a complaint. The provider actively sought feedback on the quality of the service such as surveys to prompt and promote regular feedback. A comment from feedback from a person included, ‘I am happy and I feel safe and secure to live in this place.’
Equity in access
The provider made sure that people could access the care, support and treatment they needed when they needed it.
People received timely care and support tailored to their needs. Staff, people and their relatives jointly agreed on these care arrangements. Management reviewed care plans regularly to ensure continuous support and remained on call for emergencies when required.
Equity in experiences and outcomes
Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
People’s equality characteristics such as their race and religion were recorded in their care plans. The cultural and spiritual needs of people were taken into account when providing a service. The management team told us people were free to practice their religion and care plans showed that people were supported in this area. Records and photos showed that the provider organised cultural and religious events to celebrate people’s identity and religion.
Staff had a good knowledge of people’s beliefs and cultural needs. Reviews were held regularly so management listened to people’s preferences and tailored their care and support in response to this and shared with staff.
Quality assurance systems were in place to ensure people received safe care and support. This included regular audits on care plans and risk assessments to ensure people received personalised support.