- Homecare service
The Pines Home Care
Assessment report published 31 July 2026
Contents
Ratings
Our view of the service
Date of assessment: 28 Mayto 6 June2026
The Pines Home Care is a supported living service, providing care and support to people in their individual and shared homes, so they can live as independently as possible. It supports people with a learning disability and autistic people. Not everyone who uses the service receives personal care. CQC only assesses where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
We have 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. People were supported in accordance with this guidance.
A balanced, proportionate approach to risk enabled people to live active, fulfilling lives. They were actively involved in managing their health and wellbeing needs. People’s key workers planned, delivered and reviewed people’s care and support with them. Care and support were tailored to people’s individual needs and wishes and was in line with current legislation and recognised good practice.
The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. This included creatively exploring how technology could enhance people’s independence.
People received support from a consistent group of staff who knew them well.
Staff prioritised people’s comfort and well-being. They worked collaboratively with staff from other organisations involved in people’s support.
The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. However, recruitment records did not always include information in relation to staff’s conduct in all previous care roles. The provider started addressing this shortfall during our inspection to ensure only suitable staff were employed.
Staff knew how to recognise and report signs of abuse, discrimination and improper treatment. Managers took timely and appropriate action when they received such reports. Leaders promptly addressed any issues that could affect the quality of people’s care or have a detrimental impact on staff.
Any restrictions on people’s freedom and choice were the minimum necessary for their safety. This was by agreement with people, or in line with the Mental Capacity Act 2005. The management team recognised potential deprivations of liberty and sought appropriate authorisation for this.
The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.
The provider had very clear shared values and culture. They were committed to working in a flexible and caring way that enabled the principles of Right Support, Right Care, Right Culture to become a reality for people. A genuinely person-centred approach prioritising good outcomes for people was central to the way the provider worked and was reflected in everyday practice and decision-making.
Leaders were visible, approachable and supportive, to people using the service, their families and staff.
There were clear and effective governance, management and accountability arrangements. Staff felt confident and supported to do their job because of their managers’ oversight and by following the established processes.
People's experience of this service
Staff cared about people’s well-being and showed this in a meaningful and thoughtful way. People told us their staff were kind and that they liked them. We observed staff responding empathetically to people who were excited or concerned. A relative described how this was evident throughout their contact with the provider, whether with leaders or with the person's staff.
People felt nurtured and supported to enjoy opportunities and experiences that helped them thrive, which had a positive impact on their quality of life. This included being active through sport and exercise or dance classes. We heard about and observed this in all our visits to people. People told us staff encouraged their independence rather than doing things for them and we observed this in action.
People felt respected, listened to, and influential when expressing their wishes. They told us staff planned and provided their support in partnership with them, and that they got the support they needed. Relatives were also positive about people's care and support.