- Homecare service
Casbrook Home Care Limited
Assessment report published 5 December 2025
Contents
Ratings
Our view of the service
Date of Assessment: 12 to 17 November 2025. This assessment was prompted by a review of the information we held about the service. This care at home service provides support to older people living in their own homes. Not everyone who used the service was receiving the regulated activity of personal care, which is help with tasks related to personal hygiene and eating. At the time of our inspection, they were providing personal care to 55 people.
The provider ran a locally focused service that specialised in caring for people within the local community, with staff who had a good knowledge of these areas too. The provider had clear guiding principles around the complexity of needs they were able to accommodate. They focussed on delivering good quality personal care, where they were confident staff could meet people’s needs.
The manager had recently started in their role and had applied to register with CQC. They were knowledgeable about the service and promoted a positive, inclusive ethos, where feedback and engagement with people, relatives and staff was championed.
We received positive feedback from people about the quality and safety of the care they received. They told us they received a consistent service, at planned times with staff who were competent. There were effective monitoring systems to help ensure care tasks were being completed as planned. Staff were knowledgeable about their role and the people they supported. This helped to foster positive working relationships built on trust and respect.
People were involved in planning and reviewing their care, which reflected people’s choices and promoted their independence. There were systems in place to oversee and improve the quality and safety of the service. This helped to promote a good quality standard of care.
People's experience of this service
We spoke to 14 people and relatives via telephone calls, to gain feedback about their experiences of receiving care from the provider.
People told us they were happy with the care they received. They said they had consistent teams of staff, who arrived at planned times and stayed for the full duration of their assigned visits. People told us they were kept informed about changes to their care. Comments included, “They come on time, stay the full time and will call me if they are going to be late” and “I have got to know the carers well and they have got to know me well, I get to see regular faces too”.
People said they had a good relationship with senior staff, whom they were in regular contact with. People told us senior staff were professional, competent and helpful. Comments included, “They have been very helpful from the office, they will ring for a chat and check in to make sure everything is ok”, “It’s extremely well managed and I am impressed. They are on the High Street, so I pop in from time to time for a coffee”.
People said staff provided their support with personal care to a high standard. They said staff never rushed them and always treated them with dignity and respect. Comments included, “The carers have been brilliant. It was difficult for (my relative) to adjust to having help. The carers have been really patient and really good” and “They (staff) leave our home clean, and they are respectful. When they are finished (supporting with personal care) they will ask if everything has been done ok”.
People said they had formed positive and trusting relationships with staff. They said staff knew them well and they enjoyed their company. Comments included, “The carers have been perfect; they do more than expected for me” and “I have found the carers to be cheerful, they chat to (my relative) when they are getting him up and ready. (My relative) gets on well with them”.
People told us that they had experienced positive outcomes with the support of staff. These included outcomes around improving health and maintaining independence. Comments included, “They encourage (my relative) to do things for himself; they will get him to button his shirt and wash his own face”, “(My relative) was unable to walk with a frame when he got out of hospital and now, he is walking much better” and “(My relative) is looking much better and is out of bed more. We are really pleased so far with from the support from staff around his health”.
People told us they were supported to meet their healthcare needs and seek medical attention if required. Comments included, “The carers have helped me 100% (to maintain good health), otherwise I would not be able to live in my own home” and “I had a UTI recently, the carer called the ambulance as I wasn’t acting normally, the carer waited for the ambulance and made sure I was ok”.
People and relatives told us they were involved in planning, monitoring and reviewing their care. Comments included, “There is an app so we can see who has been, who is coming and how (my relative) has been”, “They (senior staff) will come out to review my care plan with me. If I want something changing, they will listen to me” and “They (the provider) sent me a questionnaire about how things are going. They seem genuinely interested in what I think”.