- Homecare service
ICSL East
Assessment report published 15 January 2026
Contents
Ratings
Our view of the service
The assessment was undertaken between 6 November 2025 and 8 December 2025. The assessment was carried out due to the length of time since the last assessment. The assessment was carried out remotely. We assessed a total of 33 quality statements.
ICSL East is a domiciliary care agency providing personal care to people in their own homes. At the time of our assessment there were 107 people receiving personal care.
At the last assessment this service was rated as Good.
Staff were recruited safely. They worked well with people and had a good understanding of their needs. People were positive about the support they received and the staff who supported them. We saw there were processes in place to ensure staff were given information about people before supporting them. We identified areas where improvement was required around consent and the recording of best interest decisions where people were unable to make decisions from themselves. We also noted that some people’s scheduled calls were being cut short. The Registered Manager told us that this was regularly being addressed with staff and, where appropriate, some staff had been taken through disciplinary processes.
The overall rating of this service has remained good.
People's experience of this service
People were happy with the care they received and felt that staff were kind. They felt staff understood their needs and how they liked to be supported. One person said, “The staff are all friendly and kind and listen to me when I inform them of what I require.”A minority of people felt that their care sometimes felt rushed and that staff were task focused. However, others spoke of the camaraderie that had developed between themselves and the staff. One person told us the service was “very reliable”. Another person told us “I have access to my care plan…..I believe that itis fully tailored to my current needs. If changes do occur, I am confident that we know who to contact both within Integral and outside it.” Staff and leaders understood the potential discrimination and inequality people who use services might face. They understood people’s rights under The Equality Act and the Human Rights Act.