Updated 5 August 2026
Date of Assessment: 7 August to 12 September 2026.
Phoenix Care is a domiciliary care agency providing personal care to people living in their own homes. At the time of our assessment, the provider was supporting 44 people with a regulated activity. People using the service had a range of needs, including learning disabilities, mental health conditions, dementia, physical disabilities, sensory impairments and substance misuse needs.
We assessed the service against the ‘Right support, Right care, Right culture’ guidance to make judgements about whether the provider guaranteed and demonstrated that people with a learning disability and autistic people are considered with respect, equality, dignity, choices, independence and access to local communities that most people take for granted.
We identified concerns in relation to risk management, care planning, medicines management, Mental Capacity Act processes, staff training and competency, recruitment practices, record keeping and governance arrangements. Risks associated with people's health conditions, including diabetes and epilepsy, had not always been fully assessed or clearly documented, and staff did not always have sufficient guidance to support people safely. Records contained gaps and inconsistencies, reducing assurance that people's needs and risks were being consistently monitored and managed.
The provider had not consistently embedded learning from incidents, complaints, audits or previous assessments. Governance systems lacked effective oversight and had not always identified or addressed issues in a timely way. Opportunities to learn from previous concerns and drive sustained improvement had not always been fully realised. Planning for future care, including end of life wishes, was not routinely discussed or documented, meaning people's preferences for future care were not always clearly recorded.
Despite these concerns, the provider demonstrated a caring and person-centred approach. Most staff spoke positively about the support provided and the relationships they had with managers. Staff knew people well, understood their preferences and promoted independence, choice and access to community activities. Staff demonstrated an understanding of safeguarding procedures and how to raise concerns. Managers were open, transparent and receptive to feedback. The provider also worked with families, healthcare professionals and community organisations to help people maintain important relationships and access opportunities within their local communities.
We identified 5 breaches of legal requirements relating to consent, safe care and treatment, fit and proper person employed, governance and oversight, and the requirement to display performance assessment ratings.