- Homecare service
Joy2care
Assessment report published 2 July 2026
Contents
Ratings
Our view of the service
Dates of Assessment: 9 June to 19 June 2026. Joy2care is a homecare agency that provides support to people living in their own homes. At the time of the assessment 83 people were being supported with the regulated activity of personal care by Joy2care.
The service had a positive approach to safety, with an open culture where staff understood how to raise concerns and learn from incidents. Systems were in place to support safe care, including risk assessments, environmental checks and partnership working with other professionals. Staff were supported by on-call systems and clear processes to escalate concerns when needed.
People generally experienced safe care, and there was evidence that the provider acted on issues when identified. While most risks were appropriately managed, some areas required greater consistency. For example, safeguarding processes and record-keeping were not always fully aligned with requirements, and some risk assessments needed updating. The provider had recognised these areas and told us they would take steps to strengthen practice.
People’s needs were assessed well, and care was planned in a personalised way that supported their health and wellbeing. Staff worked closely with healthcare professionals and followed guidance to support positive outcomes. People were usually supported by regular carers who knew them well. However, some care records were not always fully completed, which reduced oversight of certain areas of care.
People were supported by kind and compassionate staff who treated them with dignity and respect. Staff understood people’s individual needs and preferences and supported them to remain independent. Feedback from people and their families was very positive, with many who expressed satisfaction with the care provided.
The service was responsive to people’s needs and changes in their condition. Communication was good, and people felt listened to. However, future planning, including end-of-life wishes, was not always clearly recorded in care plans.
There were clear governance systems in place, and leaders were committed to provide good quality care. The provider showed a willingness to learn and make changes. Staff felt able to speak up, although some reported communication issues and inconsistent support.
People's experience of this service
People and their relatives spoke very positively about the care provided and consistently described staff as kind, caring and respectful. Feedback showed people felt safe, well supported and valued. Comments included, “I’m happy with everything and so is my relative” and “I’m absolutely satisfied.”
Many people praised the caring nature of staff and the relationships they built. One person said, “Carers are lovely. They listen to [relative’s] stories,” while another shared, “They’re very good, very caring.” Staff were described as taking time to talk and build rapport, for example, “They wash and dress [relative] then sit and talk with them,” and “Carers give the medicines. They sit and have a chat.”
People and relatives also valued the consistency of staff, which helped build trust and familiarity. Comments included, “The majority are the same carers, we get to know them,” and “My partner is comfortable with carers and gets on well with them.”
Families felt involved and informed, with effective communication systems in place. One relative told us, “They keep in touch with me,” and another said, “We get an email advising who’s coming and what time.” The use of a care portal was also highlighted as helpful.
Staff were recognised when they responded appropriately when concerns arose. For example, one relative said, “The carer stayed when [relative] was unwell and alerted me.” People also felt able to contact management when needed and described them as responsive.
While minor issues such as occasional late visits were mentioned, people told us they were kept informed. Overall feedback was very positive, with comments such as “It’s wonderful. No complaints at all,” “We’re very lucky with the company,” and “We would absolutely recommend the service.”