During an assessment under our new approach
About the service
The service is a domiciliary care agency. There were 12 people using the service, however only 9 people received a regulated activity of personal care.
Who the service is for
This service supported adults of all ages, people living with dementia and/or physical disabilities, mental health support needs, sensory impairments or a learning disability who were living in their own homes.
We carried out this assessment on 25 August 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.
We assessed the service against ‘Right support, right care, right culture’. This guidance supported judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choice, independence and access to local communities that most people take for granted. This assessment found the provider was working in line with this guidance.
The service was well-led by an experienced and compassionate manager. All staff and people we spoke with, spoke highly of the manager. One staff member told us, “I think it’s a great place to work, we are our own team any issues the manager answers them straight away, we are very supported and have a group chat to raise anything and if we need help, we get a response very quick, within 5 minutes.”
People were supported by enough staff who had the skills and knowledge to support them safely.
People received personalised care that reflected their individual needs, preferences and choices. Care plans were in place and risks were assessed. People or those who were important to them had been involved in care planning and regular care reviews had taken place.
The provider had effective systems in place to safeguard people from abuse. Staff had a good understanding of how to report any safeguarding concerns, one staff member told us, “I have completed safeguarding training for adults and children, and I would report all concerns to the manager immediately and the local authority.”
Complaints, incidents and accidents were recorded, logged, investigated and reported to external agencies if required. There was a system in place to learn lessons and reduce the risk of reoccurrence.
Medicines were administered safely. A staff member told us, “I had completed training for medication, and we have to complete it yearly and have a competency check every year.”
Staff told us they ensured people were always treated with kindness and respect. One staff member told us, “Always respect people’s wishes, ask how people want to be cared for, give choices and as we’ve got to know clients, we got to know their preferences and ensure people do what they can for themselves to ensure they remain independent.”
There were systems in place to ensure the environment was safe.
People were treated equally and barriers were removed to ensure all people who were supported by the service received equitable care and support. One staff member told us, “We support people to health appointments if they wish and we are flexible to changing their call times so they can make it to any appointments and if needed we would call the doctors.”
We checked whether the service was working within the principles of the Mental Capacity Act 2005 (MCA). We found that staff and management worked within the MCA. Where people were assessed as lacking capacity, mental capacity assessments had been completed. However, the records did not consistently demonstrate how the five statutory principles of The Act had been applied when determining capacity. The provider provided assurances this would be addressed and took immediate action.