Updated 9 January 2026
Date of assessment: 19 January 2026. Millie's Care and Support Agency Limited is a domiciliary care agency and is registered to provide personal care to people living in their own homes in Bath and the surrounding areas. On the day of our inspection, 46 people were receiving a regulated activity.
This inspection was carried out in response to concerns received relating to risk management and an age rated service.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
During our inspection, we found that the provider did not always share potential safeguarding concerns with the appropriate statutory bodies as required. Incidents were not always fully investigated in line with their own policies, and learning was not consistently embedded within the team.
The provider did not always do all that was reasonable to mitigate risks to the health, safety and welfare of people. Risk assessments were not always in place and, where they were, they did not consistently contain sufficient information to support staff in managing risks effectively.
Leaders demonstrated compassion and inclusivity. However, they were not always effective in their roles, and we identified shortfalls in the overall oversight of the service. Governance concerns were evident, and the systems and processes in place did not consistently ensure that the service was operating effectively.
Effective processes were in place outlining what staff should do in an emergency. Information about the service’s values, vision and mission was included in key documents provided to both staff and people using the service. The registered managers were open and transparent throughout the assessment and demonstrated awareness of the challenges faced by the service.
Staff reported feeling well supported by the leadership team and stated they enjoyed working at the service. They felt confident to speak up and have their views heard, and there were workforce equality, diversity and inclusion initiatives to support a positive working culture.
At this inspection, we found the provider to be in breach of regulation in relation to Safe Care and Treatment, Safeguarding people from Abuse and Improper Treatment and Governance.
We have requested that the provider submit an action plan outlining how they intend to address the concerns identified during this assessment.