- Homecare service
Trust Home Care Ltd
Assessment report published 13 October 2026
Contents
Ratings
Our view of the service
Our view of the service
About the service
Trust Home Care Limited is a domiciliary care agency providing personal care and support to people living in their own homes. At the time of our inspection there were 48 people using the service.
Who the service is for
Trust Home Care Limited provides support to older people, younger people, and people living with dementia.
Key findings
We carried out this assessment between 16 September and 1 October 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
Risks associated with people’s care were identified and managed to mitigate risks. Staff were knowledgeable about supporting people and knew how to keep people safe. One staff member said, “I’ve been trained in the safe use of hoists which covered checking the equipment before use. I check the hoist and sling beforehand, use the right size sling, always explaining to the person what I’m doing, positioning [the sling] properly. I always follow the care plan and risk assessment.” Staff received training in safeguarding and understood what actions to take if they suspected abuse. One staff member said, “If I suspected abuse, I'd make sure the person was safe first. Then I'd report it immediately through the safeguarding procedure and document what I saw factually. I am confident that the management team would act accordingly and the safeguarding concerns would be acted on immediately and reported and followed up.” The registered manager had systems in place to learn and improve practice. Accidents and incidents were analysed to identify trends and patterns, and action was taken to reduce future risks. People received their medicines as prescribed by staff who had received training and had their competencies checked. Staff were recruited safely and received training and support to carry out their role effectively. One external professional said, “I have always found both the management and the wider staff team to be very welcoming, friendly and engaging. They have always shown a willingness to learn and develop and build upon their existing knowledge, understanding and skills.”
We checked and found that staff and management worked within the principles of the Mental Capacity Act 2005 (MCA). People were not subject to unlawful or excessive restrictions and they had choice control and freedom over their lives.
Prior to people commencing with the service, a member of the management team visited them to obtain important information they would require to enable them to deliver safe care. People’s care plans were kept under review to ensure care was delivered in line with people’s current needs. People's care plans included the support they needed to ensure they received sufficient nutrition and hydration. This included any food intolerances or modified dietary requirements. People’s weight was also monitored where this was a concern. Staff supported people to make their own decisions, promoted independence and protected people’s human rights.
People told us staff were kind and caring and supported them to meet their needs. The registered manager told us they carried out regular spot checks to ensure staff treated people with dignity and respect and supported people to be as independent as possible. One staff member said, “Clients are absolutely our main priority, every decision we make, every care task we deliver, and every moment we spend with them. We enter their world, respect their wishes and strive to make each day meaningful for them.” One external professional said, “One of the things that stands out to me is their [the provider] willingness to support people in the community, including individuals with complex needs or circumstances where other care agencies have been unable or unwilling to provide support. They [staff] are patient, resilient and solution-focused, and they continue to work with the person and other professionals to try to achieve the best possible outcome.”
People received support from staff who were committed to deliver person centred care. People’s care plans included information about their preferences and how they liked their care to be carried out. One external professional said, “I feel they [staff] genuinely put the person at the centre of what they do and show resilience and commitment when supporting people, including when situations are complex or challenging. I have confidence in working alongside them and have found them to be a reliable and supportive partner in meeting the needs of people within the community.” The provider had a complaints procedure to help them address any concerns raised to them. The registered manager completed a monthly audit of complaints to ensure all learning was captured and changes made to improve practice.
People, staff and external professionals had confidence in the management team and complemented them on how they delivered their values and managed the service. The registered manager said, “Our overall aim is to ensure that people who use our service are treated with dignity and respect, have their human rights protected, their independence maintained and are supported to make their own choices and live the lives they choose.” An external professional told us, “Overall, my experience of Trust Home Care Limited has been very positive. I find the staff and management team professional, knowledgeable, patient and approachable. What stands out most to me is their reliability. If they say they are going to do something, they follow it through, and this is done in a timely and accurate way.”
People's experience of this service
People and their relatives were complimentary about the service and were happy with their care and support. One person said, “On a morning they [staff] get my breakfast ready and dress me. They do all that willingly and happily, they are brilliant, all of them.” Another person said, “The girls that call on me are lovely. I trust them.” People and relatives told us staff arrived on time and were only late if they had to attend to an emergency. One relative said, “The only time the carers might be late is if the client before has got problems, or if it’s an emergency, they never miss a call, and if they are delayed it is very rare and even then, you might only be talking a half hour. Most importantly [family member] feels safely supported.”
People told us staff were competent in managing their medicines. One relative said, “[Family member] gets a blister pack of tablets which the care team will administer. To be fair they are very good at that; if there’s any issues with the pack they will call us, or they will get in touch with the pharmacy directly.”
People and relatives told us they felt safe when the staff visited them. One relative said, “My [family member] has a stairlift, the carers help them onto the chair in order to get them upstairs to use the walk-in shower.” Another relative said, “[Family member] is wheelchair bound but can walk with a frame, although [family member] is too fearful to do so unaccompanied. The carers will ask on a daily basis if [family member] would like to have a walk, which might be up and down the living room, or to the bottom of the garden and back. They don’t force [family member], they just encourage them.”
People and relatives told us staff engaged in conversation with them and were kind, caring and respectful. One relative said, “It is not just tending to personal care and medication, it is the social aspect too, they [staff] have a natter with [family member].” Another relative said, “They [staff] really like [family member] and [family member] really likes them, it really helps, they are a good bunch of girls [staff].” Another relative said, “They [staff] are absolutely fantastic, I have no complaints about any of the carers. [Family member] has about 5 or 6 different staff helping them and they go above and beyond.”
People and relatives told us they were involved in reviews about their care. One relative said, “Every 3 months or something like that we will have a review. I will go to a meeting, [family member] is there as well and it is just basically to see if everything is going alright, or if we want to add anything else into the plan, general things like that.”