- Homecare service
Bourne-Citizen Ltd
Assessment report published 28 October 2026
Contents
Ratings
Our view of the service
About the service
Bourne-Citizen Limited is a domiciliary care agency providing the regulated activity of personal care to people living in their own homes. At the time of our assessment, 7 people were in receipt of the regulated activity of personal care. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
Who the service is for
This service provides personal care to people living in their own houses and flats. This service supports people with learning disabilities and mental health.
Key findings
We carried out this assessment on the 16 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.
The provider had effective systems in place to help protect people from the risk of abuse. Staff understood their safeguarding responsibilities and knew how to recognise and report concerns. They felt confident that any concerns would be listened to and acted on appropriately by the management team.
Staff understood the procedures for recording accidents and incidents and knew when issues needed to be escalated. Risks to people, including those associated with their home environment, were identified, assessed and regularly reviewed to help ensure people received safe care. People’s needs were assessed before their care commenced and reviewed regularly to ensure the support provided continued to meet their individual needs.
Staff spoke positively about the registered manager, describing them as supportive, approachable and caring. They told us the registered manager provided clear guidance, listened to staff and encouraged them to develop their skills and confidence.
One staff member told us, “[Name of the registered manager] is a natural leader and also empathetic towards employees as well and can be encouraging in times when you are in doubt. [Name] cares for the wellbeing of staff just as much as their cares for the wellbeing of the people. Most of the people speak dearly and love [name of the registered manager] because [name] cares for them.’’
Another staff member highlighted the registered manager’s responsiveness, explaining, “[Name of the registered manager] is always responsive to the staff and people we support if there's any issues or anything needs to be discussed that will keep the best quality care going on.’’
Staff described good communication and teamwork within the service. They told us they worked closely together, shared information and understood each other’s strengths and areas where they needed support. One staff member explained, “Communication is key within our service, there will always be someone on the other side of the phone to support us. Not just within management but with other team members too. Everyone working within the service is friendly, professional and great at supporting each other. We always help each other out wherever we can and create a good working atmosphere for one another.‘’
Another staff member described feeling included and supported by their colleagues and management, saying, “I feel very much a part of the team because I get support from both management and my workmates.’’
The registered manager also described a positive working environment where staff and the people supported were valued.
People, relatives and staff were encouraged to share their views about the service. The provider had systems in place to use feedback to identify opportunities for improvement and support the ongoing development of the service. Staff received appropriate training, supervision, competency assessments and ongoing guidance to help them carry out their roles safely and effectively, including the safe administration of medicines.
Governance and oversight arrangements enabled the provider to monitor the quality and safety of the service. Recruitment processes and staff support systems were in place to help ensure people were supported by suitable staff. Staff feedback, particularly in relation to teamwork, communication and management support, indicated that staff felt valued and supported in their roles, contributing to a positive working culture focused on proving good-quality care.
People's experience of this service
People spoke positively about the care and support they received, describing staff as caring and understanding. One person said, “I am happy with my staff. They are nice,’’ while another commented, “Staff are caring and friendly.”
Relatives also shared positive experiences of the service, praising staff for their support and the opportunities they provided for people to take part in activities and access the community. One relative described staff as “a fantastic team’’ and explained that their loved one regularly enjoyed activities such as swimming and bowling. Another relative said, “I couldn’t ask for anyone better,’’ adding that their loved one was taking part in activities and getting out more. One relative summed up their experience by saying, “They are doing a brilliant job with my loved one.”
People and their relatives also spoke positively about the registered manager. One person described them as “kind and nice person.’’ Relatives praised the registered manager’s responsiveness, organisation and proactive approach. One relative said the registered manager responds quickly and was proactive, while another described them as “brilliant’’ and highlighted their willingness to go extra mile to resolve any issues.
Feedback from professionals was also positive. One professional praised the skills and experience of staff at Bourne-Citizen Ltd, highlighting their understanding of supporting people with learning disabilities and their ability to manage and de-escalate situations that could be challenging. They noted that staff support had contributed to a calmer presentation for one person and significant reduction in incidents.
Another professional described partnership working with Bourne-Citizen Ltd as “excellent.’’ They also praised staff’s understanding of people with complex needs and their ability to respond appropriately to individual needs. The professional highlighted the successful transition of one person as an example of effective planning and partnership working.
Overall, feedback from people, relatives and professionals reflected positive experiences of the service. Staff were described as caring, knowledgeable and supportive, while relatives highlighted the values of activities and the responsive approach of the registered manager. Professionals recognised staff’s skills and the effectiveness of partnership working in supporting people’s individual needs and wellbeing.