- Homecare service
Home Instead Leek and Moorlands
Assessment report published 1 September 2026
Contents
Ratings
Our view of the service
About the service
Home Instead Leek and Moorlands is a domiciliary care agency providing personal care, to adults in their own homes in the community. The Care Quality Commission (CQC) only inspects where people receive personal care. There were 55 people receiving personal care at the time of the inspection.
Who the service is for
This service supports older people and people with physical disabilities, dementia, mental health, sensory impairments and people who were autistic or had a learning disability living in their own homes.
Key findings
We carried out this assessment between 28 July 2026 and 21 August 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’ 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. At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’.
The provider demonstrated a strong commitment to innovation, embracing new approaches and technologies to strengthen oversight, enhance care delivery and ensure the service continued to develop in response to people's needs. There was a positive culture of learning from incidents and feedback to continually drive improvements in people’s care.
People’s risks were assessed and monitored whilst being supported by staff to have maximum choice and control over their lives. People were involved in the planning and review of their care, which ensured people received personalised care in line with their preferences and diverse needs. People received their medicines when they needed them, which were managed and monitored effectively.
There were enough safely recruited staff available to provide support to people at a time they needed it. Staff received training to ensure they had the skills and knowledge to provide effective support and were supported in their role by the registered manager.
People were supported by caring and compassionate staff who promoted choices in a way people understood. Staff provided dignified care and respected people’s privacy. People’s independence was promoted by staff in all areas of their life to ensure people lived the life they wanted whilst enabling them to remain in their own homes.
People’s care needs were assessed, planned and carried out by a consistent staff group in line with people’s preferences. Staff were trained in equality and diversity and explained how they supported people in line with their diverse needs. People and relatives were listened to when they raised issues, which were acted on to make improvements to care delivery.
The governance systems in place ensured improvements were made and lessons were learnt when things went wrong. The provider’s vision was shared across the staff group, which focused on person centred care, choice, independence and inclusion. The management team were supportive and approachable, and promoted a collaborative approach to continually learning and improving the service.
People's experience of this service
People and their relatives consistently provided positive feedback about the quality of care and support they received. People told us they were happy with the care they received and had confidence in staff competence. One person said, “We’re very happy with the staff and can’t fault them at all.” One person told us staff were well trained and competent in supporting them with complex care tasks, including the correct application of specialist support garments.
People and relatives told us they felt safe when staff supported them. One person said, “I do feel safe with them. I can move about with a frame, but they will always walk behind me to make sure I’m okay.” A relative described how staff had adapted to changing health needs, stating, “My relative is very safe and when they needed a new piece of equipment for their health condition, they [registered manager] sent staff for training on how to use the new equipment.”
People consistently described staff as caring, respectful and compassionate. One person said, “One of the best things about Home Instead, Leek and Moorlands is the staff are lovely. They work really hard and go out of their way to help as for them it's not just a job, they really care.” One relative praised staff for their caring and attentive approach, explaining they consistently checked the person understood what was being communicated and supported them in a way that met their needs.
Continuity of care was important to people and their relatives, which helped them to develop trusting relationships with staff. One relative said, “One of the best things is the knowledge of the now trusted staff who give us such peace of mind.” A person said, “I have formed a bond with the staff and if they have anyone new, they will always shadow on the first visit.” This approach helped ensure people felt comfortable and reassured when new staff were introduced.
People felt encouraged to maintain their independence and remain involved in daily activities. One person told us, “My condition affects my right-hand side so staff encourage me and support me to do as much as I can which is good.” This demonstrated a commitment to promoting people's independence while ensuring appropriate support was available when required.
People and relatives valued a consistent staff group who arrived on time and stayed the assessed amount of time. One person said, “They [staff] are excellent. Their timekeeping is very good, and they will stay the full time unless offered to go early.” Another relative commented that the service had “a very good reputation locally with good timekeeping and visit lengths even adding on time if they had been late.”
People spoke positively about communication with the management and office staff and felt well informed and supported. One relative said, “There is a good level of communication with the office who phone about once a month to check things are going okay.” People were confident their concerns would be listened to and acted upon. Comments included, “We haven’t had to raise a concern, but I do know who to contact and I am sure they [registered manager] would listen to our concerns and deal with them properly,” and “Anything that needed looking at has been done straight away and I would be happy to raise any concerns I had as they [registered manager] would listen to me and sort it out.”