- Homecare service
Amily Homecare
Assessment report published 15 July 2026
Contents
Ratings
Our view of the service
About the service
Amily Homecare is a domiciliary care agency providing the regulated activity of personal care to people living in their own homes. At the time of our assessment, 64 people were in receipt of the regulated activity of personal care. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspect where people receive personal care, this includes support with tasks related to personal hygiene and eating.
Who the service is for
This service supports older people, people with physical disabilities, and people living with dementia.
Key findings
We carried out this assessment between 03 July and 06 July 2026.This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
The provider had established effective systems to help protect people from the risk of abuse. Staff understood their safeguarding responsibilities and knew how to recognise and report concerns. They were confident concerns would be acted upon appropriately by the management of the service.
Staff understood the process for recording accidents and incidents and escalating concerns when required. Risks to people, including those associated with their home environments, were identified, assessed and regularly reviewed to help ensure received safe care. People’s needs were assessed before care commenced and reviewed regularly to ensure the care provided continued to meet their needs. Staff demonstrated a good understanding of the principles of the Mental Capacity Act 2005 and the importance of obtaining consent before providing care and support.
Staff spoke positively about the management of the service and described a supportive and inclusive culture. One member of staff told us, “Their leadership makes it easier to carry out my role effectively, and they genuinely care about both their staff and the people we support. In my experience, they are the best management team I have worked with.’’ Another member of staff described feeling part of the team from the outset, saying “Whenever l had a problem or concern, they always listen and help.’’ They shared an example of the provider personally supporting them when they experienced barriers to working during their first month of employment, adding “That made me stay in the company for such a long time.’’
Staff described a culture where colleagues supported one another and where individual circumstances were recognised. One member of staff explained, “Since I have worked with Amily Homecare, they have been more like parents to me, understanding, respectful and very organised,’’ before describing how the provider considered staff wellbeing by allowing adequate breaks, supporting work-life balance and accommodating individual needs wherever possible. Another staff member told us, “Management keeps us informed of any changes, updates, and important information through emails, text messages, and team communication. I always feel supported by my colleagues and management, and I know I can ask for help or advice whenever I need it.’’
The provider and management team described a strong commitment to delivering high-quality care and maintaining a positive workplace culture. The management team told us, "It has always been about quality. The reputation we've built is what we're most proud of. We look after our carers because it takes a huge team effort. We provide ongoing support, and we're proud of the reputation we've developed."
The provider reflected this ethos, explaining, "I'm all about the staff. I don't lead by being bossy; I lead by supporting each other. We recognise what people are good at and work to each other’s strengths.” They added, “There is a lot of trust within the team. It's all about how we work together… our focus is always on quality rather than quantity."
People, relatives and staff were encouraged to share feedback about the service, and the provider had systems in place to use this information to support continuous improvement. Staff received the training, supervisions and competency assessments and ongoing support to carry out their roles safely and effectively, including the safe administration of medicines. People, relatives, and staff were encouraged to provide feedback about the service.
Governance systems, recruitment processes and regular oversight supported the delivery of staff and person-centred care. The positive experiences shared by staff, together with the provider’s clear focus on teamwork, quality and continuous improvement, demonstrated a culture where people and staff were valued and supported.
People's experience of this service
People spoke positively about the care and support they received and described staff as kind and respectful. They told us staff took time to listen, understood their individual needs and supported them in ways that promoted their independence and wellbeing. One person told us, "I have good carers. They are absolutely kind and caring." Another person said, "Staff are very pleasant and make you feel happy. It's a good service for people like me. They are charming and very respectful." They went on to explain, "Staff give me a lot of choices. They are kind and caring, and they always seem to know the right thing to say."
People valued the relationships they had developed with staff and consistently described feeling listened to and respected. One person said, "They are bloody brilliant. They listen to you, they understand, and they are very good." They added,
“I am very happy with Amily Homecare. I wouldn't change them. I'll stick with them. I would recommend them to anyone- they are truly amazing. They are very helpful, kind and wonderful." Another person described how staff consistently asked to help more, telling us, "Staff always ask if there's anything else they can help me with before they leave." They also said, "They are very thorough and caring, and they always ask if I need anything. They are excellent."
People told us they could rely on staff to provide consistent care. One person said, “I am impressed that the carers always arrive on time," and described staff as “professional, friendly and work well together.’’ Feedback demonstrated that people felt safe, valued and confident in the support they received.
Relatives also shared positive experiences of the service and spoke highly of both the care staff and the management team. One relative told us, "Staff are very good with my loved one. I couldn't ask for more." Another relative said, "They are very punctual and they listen to our loved one. [Name] is very happy and never complains." They added, "They are very friendly, and our loved one feels comfortable with them even though there is a language barrier." They also praised the management team, saying, "Management is very good. They contact me promptly if they are worried about anything."
Feedback from professionals also reflected positive experiences of the service. One professional told us, “Their standards show to me that they do actually care about the people they are looking after.’’ They went on to say, “They are responsive and caring. I believe there is a high standard of care.‘’
Overall, feedback demonstrated that people experienced kind, responsive and person-centred care.