One to One Support Services

Updated 3 February 2026

Date of assessment 16 March 2026 to 23 April 2026. One to One Support Services is a domiciliary care agency that provides care to older people, younger adults, people living with dementia, learning disability, mental health needs, physical disabilities and sensory impairments, within their own homes. 

Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks relating to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection, 15 people were receiving the regulated activity of personal care.

We have 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.

This was a planned inspection due to an aged rating. One to One Support Services was previously registered with CQC at a different address, where they were inspected and rated as Good in December 2018. This report relates to the first inspection at this current address.

Staff understood safeguarding principles and received up to date training. Clear policies, including whistleblowing were in place to offer further guidance. Staff understood how to recognise and report concerns. Monitoring by skilled staff noted even subtle changes and acted quickly to keep people safe and well. Learning was embedded across the service, driving continuous improvement and innovation.

The service worked collaboratively in partnership with other organisations and kept up to date with new research and development to make sure staff were trained to follow best practice.

Staff used innovative ways of involving people and others in their care and support plans, so that they felt consulted, listened and valued. The service was meeting people’s information and communication needs over and above complying with the Accessible Information Standard. Professionals confirmed the service had achieved some exceptional results. Arrangements for social activities had been creative in meeting people’s individual needs and followed best practice guidance so people could live as full a life as possible.

Care calls were delivered consistently and punctually, reflecting a well organised service where people felt reassured in knowing who would be attending and when. People spoke positively about continuity of care and highlighting the benefit of smaller dedicated care teams who understood their individual needs, preferences and routines. This continuity enabled meaningful and trusting relationships developed, contributing to people feeling safe, valued and respected.

Leadership of the service was a significant strength. The registered manager supported by a senior leadership team, fostered an inclusive, transparent and compassionate culture where people, relatives and staff felt valued. People and staff felt confident to speak up, knowing concerns would be taken seriously and acted upon. Strong governance, effective communication and partnership working ensured people received seamless, coordinated care.

Updated 3 February 2026

People were protected from abuse and avoidable harm. Staff were trained and assessed to be competent and confident to support people safely. People received support to meet their needs in accordance with their choice and preference. People were involved in planning their care and were supported by staff who knew them well and knew how best to support them. People’s care records provided detailed guidance on their preferences and how to help to keep them safe.

Care calls were on time and people knew who to expect. People valued having small care teams and knowing the staff who supported them. Care and support had been thoughtfully personalised for each person, and the provider was able to provide flexible support where required. This ensured that care remained person-centred, empowering people to maintain control over their daily lives and achieve the outcomes that were important to them.

The majority of relatives gave us positive feedback in speaking about the service overall. People and their relatives expressed completed confidence in the service and told us they would certainly recommend it to others. One person told us, “We are happy to leave them in our home. They are competent. We have no reservations about that.” Several commented how staff provided the best care with respect, trust and care of a very high standard. They consistently described feeling safe, respected and valued, and spoke with warmth about the trusting relationships they had built with staff.

People and relatives told us staff had the specific skills needed to understand and meet their needs in relation to giving advice, offering emotional support and providing practical assistance. When needed to raise any concerns or complaints, they told us these had been taken seriously and responded to in good time which demonstrated an open and transparent approach.

Relatives praised the service’s organisation, stating, “The company have very effective systems in place.” People felt fully involved in decisions about their care and told us staff took time to listen and understand what mattered most to them. They valued the consistent communication, the respectful approach and the way individual routines, preferences and personalities were captured. Several people described the service as “Exceptional” and highlighted the emotional support and practical assistance that staff had brought to their daily lives. Feedback about the management of the service was overwhelmingly positive. People and relatives repeatedly spoke about the registered manager’s compassion, visibility and commitment to achieving the best possible outcomes.