Helping Hands Horley

Updated 28 May 2026

Date of assessment: 10 11 June 2026. Helping Hands Horley is a domiciliary care service providing personal care to people living in their own homes.

The Care Quality Commission (CQC) regulates the personal care and support that people may receive. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

We inspected this service remotely, which means we did not physically visit the office location.

People told us they felt safe using the service and were supported by staff who understood their needs well. Systems were in place to protect people from abuse and avoidable harm, with staff confident to report concerns and managers responding appropriately. Risk was managed in a person-centred way, with care plans reflecting people’s preferences and supporting them to remain as independent as possible.

Staffing arrangements were consistent, and staff were trained, supported and able to work effectively together to deliver safe care.

People’s outcomes were positive, supported by detailed, holistic assessments and care plans that guided staff in delivering evidence-based care. Staff worked well with external professionals and responded promptly to changes in people’s health or wellbeing. People and relatives gave positive feedback about the kindness and compassion shown by staff, describing care as personalised and respectful, with dignity promoted at all times. People were involved in decisions about their care and felt listened to when providing feedback.

The service was responsive to people’s needs, with flexible care arrangements and good communication. Leaders promoted an open and inclusive culture, where staff felt valued and able to raise concerns. Governance systems, including audits and incident monitoring, were used to drive improvement and maintain oversight of quality and safety. Overall, the service demonstrated a positive culture, with committed leadership focused on continuous improvement and delivering person-centred care.

Updated 28 May 2026

People told us they had a consistently positive experience of care and support and felt safe in their own homes. There were no reported concerns about safety and people described staff as reliable and trustworthy. One person said, “I don’t have any safety concerns and they blend in nicely in my home,” while another person told us, “She [carer] always makes me feel very safe and secure.”

People valued the consistency and punctuality of staff, although some noted occasional changes in carers due to staffing pressures. This did not impact on their care. A relative explained, “We have never had any missed calls or problems with staff,” and another relative told us, “They [staff] are very punctual and we have confidence in them.”

People felt staff were skilled and respectful of their preferences. Care was delivered in line with individual care plans, with consent sought before support was provided. One person said, “They [staff] do always get my consent and we have a chat whilst they are helping me,” and a relative commented, “They [staff] will never do anything without asking first.”

Feedback consistently highlighted the caring and compassionate nature of staff. People described kind, friendly interactions which promoted dignity and independence. One person told us, “I really look forward to the carers coming in because they are so pleasant and kind,” and another person said, “They [staff] are all very friendly and sociable and I haven’t had a bad carer yet.” Relatives echoed this, telling us, “The staff are all lovely and do show a very caring approach.”

People and relatives felt listened to and said staff were responsive to their needs. Concerns had not arisen, but people felt confident they would be addressed. One person said, “All the carers are very good listeners and so I feel very lucky,” and a relative shared, “They are always very flexible if we need to change any times.”

Overall, feedback reflected a service where people felt respected, supported and well cared for. People described a positive and reassuring experience, with 1 relative summarising, “It is a solid company who deliver a good standard of care.”