- Homecare service
Belvoir Home Care
Assessment report published 28 September 2026
Contents
Ratings
Our view of the service
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.
People's experience of this service
We obtained feedback from people who used the service. Where people could not provide feedback, we spoke with their family members. We also reviewed feedback that had been obtained by the provider through quality questionnaires or reviews.
This assessment found people had positive experience of receiving care that was person centred around their individual needs, choices, likes and preferences.
People told us they felt safe. One person told us, “The care visits help me a great deal. At no time have I felt unsafe or uncomfortable. They are all female carers that come to me.” Another person told us, “I do think they are pretty good and I feel safe and comfortable with the carers. It's mostly the same people and there are a couple who are particularly regular.”
People received care and support from a staff team who knew them well and treated them with kindness and respect. One person told us, “[family member] seems to have fairly regular staff and it's not often that he gets a new person, but when they do come, they seem to know what they've come to do.”
People told us staff remained for the full duration of their scheduled care calls. Feedback received indicated people were satisfied with the time staff spent supporting them and did not feel their care was rushed. One person said, “I am very happy with the care provided by this agency and they are very good. They come to me three times a week for one hour each visit and I always get the full hour. They shower me, make my bed, change the bed, and tidy up the bathroom. They will also wash up any pots that I might have left in the kitchen.”
Staff communicated well and would contact relatives promptly if they had any concerns about their loved one’s care, wellbeing, or changes in their needs. One relative told us, “They [staff] have a good understanding of [family members] increasing dementia, and they [staff] always phone me if they have any concerns, for example, they did raise concerns regarding [family member] not taking their medications. They did refer this to social services as a safeguarding issue and contacted the GP.”
Staff were kind and caring. One person told us, “They [staff] are professional friendly easy to get on with, and my regular carer really knows their stuff.” Another person told us, “They are all quite kind and then there are the ones like [staff name] who just go the extra mile, and she really seems to enjoy what she does. They [staff] always smile when they come in and greet you and then they get on with the job.”
People and relatives described staff as respectful. One relative told us, “The carers are really respectful in the way they speak to [family member]. They will try to encourage [family member] to a degree but then if they really do not want to do something staff don't keep pushing it and they just say, ‘that's fine we'll leave that for now’. They know where to draw the line and where to respect [family member’s choices.”
People were involved in their care reviews. One person told us, “Somebody comes out from the office, and they do a care plan review every six months.” A relative told us, “. The care plan is reviewed every year, and I feel that they do listen to us during those meetings. For the past few years there have been no issues that we've needed to bring up. We are really pleased with them.”
People told us they were able to contact the service when needed and that someone was always available to answer their calls. Feedback demonstrated people and their relatives felt the service was responsive and maintained good communication. One person told us, “I can always get through to speak to somebody in the office and whoever answers is always helpful and answers any queries I might have, or they put you through to the right person.”