During an assessment under our new approach
About the service
The service is a domiciliary care agency. There were 33 people using the service, however only 22 people received a regulated activity of personal care.
Who the service is for
This service supported adults of all ages, people living with dementia, physical disabilities, mental health support needs, sensory impairments or a learning disability, who were living in their own homes.
We carried out this assessment on 1 September 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
We assessed the service against ‘Right support, right care, right culture’. This guidance supported judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choice, independence and access to local communities that most people take for granted. This assessment found the provider was working in line with this guidance.
We checked whether the service was working within the principles of the Mental Capacity Act 2005 (MCA). The manager told us they were not currently supporting anyone who had been assessed as lacking capacity; however, they were able to clearly explain the service's processes for assessing capacity and making decisions in accordance with the MCA. The manager had recently completed a Level 5 qualification in Mental Capacity Act to further develop their knowledge and understanding of MCA legislation and best practice.
People received person-centred care that was tailored to their individual needs, preferences, and wishes. Care and support were delivered flexibly and adapted as people's needs changed.
There was an effective learning culture within the service. Incidents, accidents, and complaints were appropriately recorded, investigated, and reviewed to identify opportunities for learning and drive improvements in the quality of care provided.
Staff demonstrated a clear understanding of their safeguarding responsibilities and were able to explain how they would recognise, respond to, and report concerns about abuse or neglect to help keep people safe. One staff member told us, “I know how to recognise the signs of abuse as per my training. If I needed to report it, I would contact the manager to raise my concerns.”
There were sufficient staff to ensure safe care delivery, and staff had completed a range of mandatory and role-specific training. Staff were recruited safely, and all appropriate pre-employment checks had been completed. One staff member told us, “I regularly take people out shopping, to hairdresser appointments, for coffee, and walks. All of which encourages social interaction, whether that be a chat with the cashier in the supermarket or a neighbour they pass on the street. On occasions Belvoir Home Care have ran social events for clients where they can come together to do crafts, play games, eat cake. At one such event one of our carers ran a painting session which many of the clients loved. One client was inspired to give it a go by themself; and bought their own set of paints and thoroughly enjoyed learning a new skill.”
Medicines were managed safely. Risk assessments and care plans were in place and provided clear guidance on how to support people safely and effectively. People's environments had been risk assessed. Care plan reviews had been completed regularly to assess people's needs, monitor outcomes and identify any changes required, to ensure care remained appropriate and responsive.
People were treated equally, and barriers to accessing care and support were identified and removed, to ensure they received equitable care. For example, staff supported people to attend healthcare appointments when required, helping them to access the services they needed. One relative told us, “I am not local they [staff] will generally take [family member] to appointments particularly hospital appointments as required which is very helpful for me.”
There was a strong, shared culture, and people received care in line with the provider's values. The service had a strong management team who were knowledgeable and experienced. The manager had recently completed a Level 5 Diploma in Leadership for Health and Social Care, which had strengthened their knowledge and skills. One staff member told us, “I enjoy working for Belvoir Home Care. They [management] are very understanding of my needs as an employee, I feel like a valued member of staff, and I like their person-centred approach to care.”
A range of audits had been completed, providing managers with effective oversight and identifying concerns and risks to drive improvement. The provider demonstrated a commitment to innovation and invested in technology to support effective oversight, ensuring care delivery met people's needs and expectations. For example, staff were able to raise concerns in real time, which were immediately escalated to the management team for prompt action.