- Homecare service
CSM Care Services LTD
Assessment report published 14 October 2026
Contents
Ratings
Our view of the service
Date of Assessment: 3 September to 16 September 2026. This was the first assessment of the service. CSM Care Services Ltd is a care at home service providing personal care and support to adults living in their own homes.
People and relatives were generally positive about the care and support provided. They described staff as kind, friendly and respectful, and staff understood people’s individual needs and preferences. Staff supported people to access healthcare services, promoted their independence and sought advice when their needs changed. Staff also spoke positively about working for the service and said managers were approachable and supportive.
The provider had strengthened local leadership and oversight and had undertaken substantial work during the assessment to improve care plans, risk assessments, staff support and monitoring arrangements. Leaders were open and responsive to feedback and worked constructively with healthcare professionals, commissioners and other agencies.
However, the provider’s systems had not always ensured people received consistently safe care. Some care plans and risk assessments did not contain complete, accurate and current information about people’s health conditions and associated risks. Medicines records were not always clear or consistently completed, and some recruitment records did not contain all the information required to demonstrate staff had been safely recruited. Safeguarding concerns and statutory notifications had not always been reported at the required time.
Governance systems had not consistently identified or addressed these shortfalls before they were found during the assessment. The provider responded to the concerns and made improvements, but further oversight was required to ensure these changes were consistently implemented and sustained.
We found the provider was in breach of two legal regulations relating to safe care and treatment and the governance and oversight of the service.
We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
Feedback from people and their relatives about the care and support received was largely positive. They said staff were respectful, friendly and professional, and most people felt safe with the staff supporting them. People were positive about the personal care provided and valued the relationships they developed with care workers. Feedback included positive comments about staff’s approach, the companionship they provided and the way they treated people in their own homes.
People and relatives felt staff understood their needs and supported them in a respectful way. Some people expressed preferences about the care workers supporting them, including greater consistency of staff. A relative reported that previous concerns about staffing arrangements had been resolved and that the current arrangements were working well.
Some people said care workers did not always arrive at their preferred times and wanted better communication when staff were running late or when care arrangements changed. Some described communication from the office as “sometimes unclear.” Several people wanted more advance notice of changes and greater consistency in the care workers supporting them. The provider had introduced additional local oversight and electronic monitoring of care visits and there was evidence that some previous concerns had improved.