- Homecare service
AQS Homecare - Hampshire East
Assessment report published 13 July 2026
Contents
Ratings
Our view of the service
About the service
AQS Homecare – Hampshire East is a domiciliary care agency providing personal care and support to people living in their own homes. At the time of inspection, 78 people were being supported with the regulated activity.
Who the service is for
AQS Homecare – Hampshire East provides support to younger and older people.
Key findings
We carried out this assessment on 18 June to 25 June 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.
People received care from sufficient numbers of skilled and knowledgeable staff who supported them safely. Staff assessed and effectively mitigated risks, and care plans guided safe practice. People were involved in planning their care. Regular staff provided most support, enabling them to know people well. Staff attended calls on time in most cases and contacted people if delays occurred, for example due to traffic.
Systems protected people from the risk of abuse. Staff understood their responsibilities, recognised different types of abuse, and knew how and to whom to report concerns. Staff recorded accidents and incidents appropriately and escalated concerns to leaders when required. Leaders regularly analysed incident reports to identify themes and trends and improve safety.
Staff and managers worked in line with the Mental Capacity Act 2005 (MCA). Staff respected people’s rights and did not impose unlawful or excessive restrictions. People had choice, control, and freedom in their daily lives.
The provider enabled people to have choice and control and involved them in planning their care. Staff received training and ongoing support to maintain the skills and competence required to carry out their roles safely and effectively, including the safe administration of medicines.
The provider operated effective governance systems and demonstrated a commitment to learning and continuous improvement. Staff knew people well and received appropriate training and support. Staff protected people, administered medicines safely, and followed systems designed to keep environments safe.
Staff delivered person-centred care and understood people as individuals. They adapted support to meet people’s needs and preferences, and records reflected this approach. Care plans contained detailed guidance based on assessed needs, choices, and preferences, and staff reviewed them regularly.
Staff showed compassion and promoted dignity, respect, and independence. They monitored people’s health and wellbeing and escalated concerns to relevant professionals when necessary. One staff member said, “For personal care, I respect people’s wishes about how they want to wash and dress. I maintain their privacy by covering them and closing doors, and I promote independence by only assisting when needed rather than taking over.”
The provider promoted a learning culture by actively seeking feedback and using it to improve the service. Systems monitored care delivery and gathered feedback about people’s experiences. Leaders and staff understood the provider’s clear vision and values. Professionals gave positive feedback and raised no concerns about the service.
Staff demonstrated a clear understanding of equality and diversity and treated people without discrimination. One staff member said, “The provider’s values are very good, inclusive, and promote equality and diversity at all levels. There is definitely a no-blame culture.”
People's experience of this service
People and their relatives spoke positively about the service and the care they received. People described positive relationships with staff and said they were treated with dignity and respect. One person said, “I can’t believe we’ve been lucky enough to find this carer. She is a brilliant people person with a brilliant personality. She will talk to you about anything, she’s so caring and never rushing to get away.” Other comments included, “I like them all. They are all so polite and will do anything for me. They always have time and don’t rush,” “Staff are very respectful of her privacy and dignity and no one has ever been rude,” and “They are fantastic carers who go above and beyond and consistently show love and warmth.”
People said staff helped them feel safe and reassured because they understood their needs. One relative said, “She is absolutely safe with the care team and we couldn’t wish for a better company. We know all of the team and never have an issue with call times.” Other comments included, “I feel there are no safety risks with the carers present,” “Safeguarding is taken seriously,” and “I generally feel very safe with the carers.”
People described staff as reliable, with call times mostly consistent. One person said, “I feel safe and they show respect for my home. I have regular staff and I know them all. They are always on time and stay for the allocated time. They will happily signpost me to other services, such as chiropody or the district nurse, and they manage my medicines without fault.” Other comments included, “She has mostly had the same carers in recent months, with slight changes during holidays, but continuity remains very satisfactory,” and “They are mostly on time and reliable. If they are late, it is usually because another person needed more support.”
Staff consistently sought consent before providing care and demonstrated a good understanding of people’s needs. One person said, “I have a great team who always ask permission before they do things and treat me and my privacy with great respect. They understand my needs, as my condition varies day to day, so they adapt support accordingly.”
People expressed high levels of satisfaction with the service. One person told us, “I’m very satisfied with the service so far. The care is very good. I would say 10 out of 10 for overall quality.” Other comments included, “This company are absolutely brilliant. What stands out is how confident I feel about her safety. Staff have a lovely, caring attitude. They are always on time and will often stay longer if needed, for example when she had a fall and they waited with her for paramedics.” A relative said, “My mum feels really comfortable with staff. Some are exceptional. They not only provide great care but also go the extra mile, for example cleaning her glasses and taking extra time to ensure her comfort and wellbeing.”
People and their relatives were involved in planning and reviewing care. Care plans reflected people’s needs and were regularly updated. One relative said, “The company monitors standards well. Carers notice changes in my relative’s health and alert me. I have been actively involved in developing the care plan and it accurately reflects her care.” Other comments included, “The care plan is kept up to date and I regularly check records to ensure care reflects the plan,” and “I am involved in reviewing and agreeing any updates.”
People and their relatives said they would recommend the service. One relative told us, “We have a good relationship with management. They respond quickly to requests, even small ones, and always deal with issues promptly. I would not hesitate to recommend AQS Homecare 100%.” Other comments included, “I would highly recommend the service based on excellent staff,” “I have a good relationship with carers and management and would definitely recommend them,” and “The company is outstanding. They do everything they can to ensure my mum is well cared for.”