- Homecare service
Melton Care Services Limited
Assessment report published 27 January 2026
Contents
Ratings
Our view of the service
Date of assessment 11 December 2025 to 18 December 2025.
Melton Care Service is a domiciliary care agency that provides care and support to people living in their own homes. Not everyone who used the service received personal care. CQC only inspect where people receive personal care. This is help with tasks relating to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our assessment, 51 people were being supported.
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.
We inspected the service due to its registration date. This is the first rated inspection of this service.
Risk management and mitigation were not sufficiently robust. Known risks associated with people’s care and support needs had either not been assessed or had not been adequately assessed and planned for. Staff had not received training in all areas of people’s known needs and risks associated with their care and support needs. People’s communication needs were not consistently and or effectively assessed and planned for. Staff had received training in learning disability autism.
The provider’s internal systems and processes, which were used to assess, monitor, and review quality and safety, had not identified all the shortfalls found during this inspection.
Whilst improvements were required, no person had come to harm, the provider was required to strengthen their risk management and governance procedures.
People received care and support from regular staff who knew them well. Improvements were required in staff recruitment procedures. Staff understood their role and responsibilities to protect people from abuse and avoidable harm.
People underwent a pre-assessment before receiving care. We identified some additional training areas for staff. The provider told us these would be added to their training programme.
Risks in relation to the environment and equipment used to support people had been assessed and planned for.
There were sufficient numbers of staff to deliver safe care and support. Staff received regular support and ongoing training. Whilst a local bypass had at times meant travel times had been unpredictable, care calls were largely within the planned scheduled time frame.
The provider’s electronic care monitoring calls showed examples of care calls with durations shorter than the planned length of the call. However, this contradicted what people told us, who confirmed that staff stayed for the duration of the call and only left early if the person asked them to do so. The provider confirmed this was correct and advised they would better record this in their analysis of call monitoring.
People received care and support that respected their privacy and dignity. People’s routines and preferences in how they wished to receive their care and support were recorded and met. Independence, choice and control were promoted.
Where people required support with their prescribed medicines, hydration, and nutritional needs, these were assessed, planned for and met. Staff monitored individuals' health needs and well-being and acted in response to any changes.
A new manager was in post, and during the inspection period, became the registered manager. Staff were positive about the improvements made to the service under their leadership. This included better communication and support.
The management team was open and honest about the challenges they had experienced with managing the service earlier in the year and the impact this had on the service. At the time of the inspection, the provider was in the process of implementing a new electronic care monitoring system. Staff had access to care records via a secure App on their phone.
This inspection identified that the provider was in breach of 2 legal regulations relating to safe care and treatment and good governance.
We have requested that the provider develop an action plan in response to the concerns identified during this inspection.
People's experience of this service
People were overall positive about their current care and support, with several individuals advising that they would recommend the service to others. A person said, “I would definitely recommend the agency and have recommended it to a few friends. They [staff] have been very good.”
People told us they received consistent good care from regular care staff who know them well. People were positive about the staff’s caring approach and felt they were competent and knowledgeable in meeting their needs. A relative said, “The ladies who come are always so polite, know what they are doing, they talk to [person], and they just look after them. It helps me. I can’t fault any of the carers that have been, and neither can [person]. We would be lost without them.”
People reported they had experienced no missed care calls, and care calls were overall on time, and staff stayed for the duration of the call. A person said, “Punctuality is good. No missed visits. Yes, there's a rota. We have access to their [staff] notes and [person] has access as well.”
People were able to access the provider’s electronic care monitoring records. This meant they could track care delivery and know which staff members were assigned to provide care. People received regular opportunities to discuss their care package. A relative said, “The care gets reviewed every three months. I’m also involved in reviews. [Person] has been reviewed today, and I was present. There is a folder in the house, and their care plan is in that.”
People confirmed that communication was good with the service. A person said, “I just ring and speak to whoever answers. Never a problem. It’s answered promptly.”
People knew how to complain and felt confident to raise any concerns or complaints. A person said, “The manager is approachable and listens, I’ve no complaints whatsoever.”