- Homecare service
South East London
Assessment report published 20 February 2026
Contents
Ratings
Our view of the service
Date of assessmenr: 27 July to 20 October 2025. The service is a care at home service providing support to a range of people. It specialises in working with people living with acquired brain injury. At the time of our inspection, the service supported 5 people requiring personal care. All received 24 hour or live-in care. 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.
People were protected and kept safe. Managers investigated incidents and concerns and took appropriate action to address them. Staff understood and managed risks to people. There were enough staff with the right skills, qualifications, and experience. Staff received the training and support they required to deliver high-quality care.
People were involved in assessments of their needs. Their care plans were regularly reviewed and updated where there were any changes in needs or preferences. People knew what was in their care plans. They were aware they could request changes to these at any time. Staff worked with other professionals involved in people’s care to achieve the best possible outcomes.
People were treated with kindness and compassion. Staff respected people’s choices, values and cultures and protected their privacy and dignity. They supported people to maintain valued relationships and participate in community activities. Staff provided flexible support to people in accordance with their wishes. The provider promoted and supported the wellbeing of staff.
People were involved in planning and making decisions about their care. The service provided information they could understand. People were asked for feedback about their care and support. They knew how to complain if they were dissatisfied. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through staff training, information, and feedback.
Managers and staff had a shared vision and culture which focused on ensuring people were at the heart of what they do. Managers were approachable, knowledgeable and supportive. Staff felt able to give feedback and believed they were treated equally and fairly. Staff understood their roles and responsibilities. Managers worked in partnership with other professionals to ensure the best possible outcomes for people. There was a culture of continuous improvement and learning.
People's experience of this service
People spoke positively about the quality of their care and support. They felt safe and fully involved in planning their care. They received the information they required and understood their rights. A person said, “I know what is in my care plan and I agreed it.”
People received high quality care from knowledgeable staff who treated them as individuals and respected their personal preferences. They told us they were treated with kindness and respect by staff who offered choices and ensured their privacy and dignity were maintained. Comments included, “Staff listen to what I want”, and “If I want something different, they will do it.” People knew how to complain. A person said, I haven’t used it [the complaints procedure] because the managers sort things out when I tell them I have a problem.”
People were supported by staff whom they knew well and who were friendly and reliable. A person said, “I don’t like it when they are away and someone else comes but I know they need a break. The other person who comes is very nice.” They told us they were asked for feedback about their care and support. People told us they would recommend the service to others.