- Homecare service
Greenwich Gardens and Key 2 Care Leicester
Assessment report published 29 October 2026
Contents
Ratings
Our view of the service
Date of assessment: 27 August to 8 September 2026.
The service provides personal care and support to younger and older adults living at an extra care service or in their own homes in the Leicester area. At the time of the assessment the service supported 42 people receiving a regulated activity at the extra care service and 28 people receiving a regulated activity in their own home in the community. The service is described as able to provide support for people living with dementia, sensory impairment, physical disability, mental health and drugs and alcohol misuse.
This was the first assessment since Greenwich Gardens and Key 2 Care Leicester registered with CQC in November 2024. At this assessment the overall rating for Greenwich Gardens and Key 2 Care Leicester is Good. This is based upon the findings at this assessment.
People received safe care and were protected from avoidable harm. Staff understood safeguarding responsibilities, risks were assessed and managed, and medicines were administered safely by trained and competent staff. Recruitment, training and supervision arrangements supported safe care delivery, and electronic call-monitoring information indicated most visits were attended promptly and lasted for an appropriate duration. Although some staff described occasional workload and cover pressures, people generally felt safe and confident in the support they received.
People’s needs were assessed and their care was delivered in line with relevant guidance to support positive outcomes. Care plans included detailed information about people’s health, care, communication and clinical needs, and staff worked with health and social care professionals when people’s needs changed. Staff received training and support relevant to their roles and understood consent and mental capacity requirements. Although records showed involvement in care planning and reviews, some people and relatives felt they had not been sufficiently involved in formal reviews.
People were treated with kindness, compassion, dignity and respect. Most people and relatives described staff as kind, patient and supportive, and staff demonstrated an understanding of how to protect people’s privacy and respond sensitively to their immediate needs. Care and support reflected people’s individual preferences, strengths and life histories, and staff promoted independence, choice and control. Arrangements were also in place to support staff wellbeing and enable them to provide person-centred care.
People received personalised care that reflected their individual needs, preferences and communication requirements. Care plans contained information about people’s routines, life histories, risks and health needs, although information was held across two systems while the provider worked to consolidate them. People generally felt able to raise concerns and that their concerns were responded to and complaints and survey feedback were used to identify improvements. Some feedback indicated that communication, continuity of carers and involvement in reviewing care arrangements could be improved further.
The service had governance and management systems in place to monitor the quality and safety of care. Leaders promoted a positive and person-centred culture, and audits, team meetings, supervision and feedback were used to support learning and improvement. Staff generally described managers as approachable and supportive, and the service worked collaboratively with external professionals and partner organisations. There was no registered manager in post at the time of the assessment, but the provider was actively recruiting and management oversight arrangements remained in place.
People's experience of this service
People generally told us they felt safe, supported and treated with kindness by staff. Many people spoke positively about the care they received and described care staff as respectful, patient and willing to help. Comments included, "They are absolutely brilliant", "I feel safe and very satisfied with the help I receive" and "They are kind and respectful... lovely people." People told us staff supported them with personal care, meals, medicines and mobility needs in a way that helped them remain independent. Relatives of people with more complex needs, including dementia and mobility difficulties, spoke positively about the compassionate and patient approach shown by carers.
Many people were satisfied with the reliability of their care and told us carers usually arrived within expected timeframes and stayed for the agreed duration of visits. People valued having carers they knew well and said they felt comfortable and confident in the support they received. A number of people described staff as efficient, approachable and willing to assist with additional tasks that helped them maintain their wellbeing and independence.
Feedback about continuity and consistency of care varied. While some people benefited from regular carers who knew them well, others said they experienced a higher number of different staff visiting. A few people and relatives felt communication about occasional late visits could be improved and said having more familiar carers would further enhance their experience. Despite this, people generally told us they felt safe receiving care and knew who to contact if they needed support or wished to raise a concern.
People's experiences of involvement in care planning and reviews were mixed. Some relatives would have welcomed greater involvement in formal reviews and access to care documentation. However, people generally felt their day-to-day care needs were understood and met, and several relatives described positive communication when people's health needs changed. Relatives also told us staff worked effectively with other healthcare professionals when necessary to support people's wellbeing.
Most people described caring and respectful relationships with staff. They told us carers treated them with dignity, respected their privacy and took time to provide reassurance and encouragement. Relatives particularly valued staff who had established trusting relationships with their family members and recognised their individual preferences. While a small number of people commented that experiences could differ between carers, positive comments about kindness, patience and respectful support were common throughout the feedback received.
Overall, people were appreciative of the support provided and many described carers as dedicated, kind and dependable. Feedback indicated people generally felt safe, comfortable and well supported, with opportunities for further improvement around consistency of care, communication and involvement in reviewing care arrangements.