- Homecare service
Helping Hands Bromley
Assessment report published 13 August 2026
Contents
Ratings
Our view of the service
We carried out this assessment between 8 and 21 July 2026. Helping Hands Bromley is a care at home agency that provides personal care to people living in their own homes. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we consider any wider social care provided.
At the time of this inspection 28 people were receiving support with personal care.
People received personalised care from staff who were kind, knowledgeable and understood their individual needs. Staff knew people well, managed risks appropriately and worked effectively with healthcare professionals to support positive outcomes.
We identified concerns regarding leadership and governance. The service had experienced frequent management changes and there was no registered manager in post at the time of our assessment. Staff, people and relatives told us this had affected communication and continuity. Although audits and quality assurance systems were in place, they had not always identified or addressed issues relating to record keeping. For example, incidents were not always recorded promptly and care records did not always contain sufficient detail to demonstrate care had been delivered in line with care plans.
The provider had identified these areas for improvement and was taking steps to strengthen leadership, communication and oversight of the service.
People were involved in planning and reviewing their care and told us they had choice and control over how support was provided. Care plans reflected people's preferences, routines, and what mattered to them. Staff received relevant training and were supported to deliver safe and person-centred care. The provider also worked collaboratively with families, healthcare professionals and community organisations to promote continuity of care. People received their medicines safely. Staff followed infection control procedures. People knew the process to complain about the service. People and their relatives were positive about the care and support they received.
People's experience of this service
People and relatives consistently spoke positively about the care provided and told us staff treated them with dignity, respect and compassion. They told us staff were kind, reliable and understood their individual needs. People felt safe and well cared for. One person said, “I feel safe with them when they are in my house.” A relative told us, “I'm able to leave my relative with the staff because I know they are safe with them.”
People valued having a regular team of carers who knew them well. One person told us, “The carers are good and efficient. They support me with everything I need.” Another person described staff as “extremely kind, friendly and helpful.”
Relatives also spoke positively about the quality of care, with one commenting, “The care is good and we feel safe in the way they provide care.” Another said, “I have recommended them to a few peers. They are diligent and they meet his needs very well.”
However, people and their relatives raised concerns related to management and office arrangements rather than the care provided. Some people and relatives told us there had been frequent changes in management and that it could sometimes be difficult to contact the office.