- Homecare service
Valued Living Home Care Services
Assessment report published 2 September 2026
Contents
Ratings
Our view of the service
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.
People's experience of this service
We obtained feedback from people who used the service. Where people could not provide feedback, we spoke with their family members.
Everyone we spoke with us told us they or their loved one were safe. One person told us. "I feel totally safe. I know the carers well. All the team are familiar to the routine and will ask me if they [staff] need anything.”
People told us they always received their care call, at their preferred time and staff always stayed for the full time the care call was allocated for. One relative told us, “We always have two carers; they turn up on time and stay the required time.” Another relative told us, “The carers always turn up, stay the length of time, and do what is needed and help with having a wash and dress, make sure meals are prepared and remind and observe that medication is taken, they will also take my loved one shopping if they want to go out.”
Staff ensured people received safe care. One person told us, “They [staff] are vigilant with skin integrity always checking to make sure my skin is intact, they [staff] are careful with transferring and explain what is happening.” A relative told us, “My loved one is prone to UTI’s (urinary tract infections), and the carers are aware of any signs."
People and relatives told us that people were encouraged to do as much as they could for themselves to remain independent. One relative told us, “They [staff] provide excellent support and encouragement and motivation."
Concerns and complaints were dealt with appropriately. One relative told us, “The carers will alert the manager if there are any concerns who will contact me straight away, I do not live near and appreciate the support provided by Valued Living to my [family member].”
People and those important to them were involved in the care planning and people's needs were assessed regularly. One person told us, “I feel fully involved in my care plan and changes. I feel listened too and adjustments are made; my care plan is reviewed regularly they [staff] usually come to the house [and] sometimes we discuss it over the phone if I feel I need some extra help.”
Staff were kind and caring. One person told us, “The carers are amazing, they genuinely care about me, they respect my wishes, always ask me if there is anything they can do for me, I never feel rushed; well, I can’t rush. I can talk to them about anything, and I would confide in them if I felt unwell or had any concerns and I am very confident, they would act upon it.” A relative told us, “Carers are brilliant at motivating and getting the best out of my loved one who sometimes can be reluctant to shower or shave.”
People received safe, effective, and caring support from a manager and staff team who knew them well and ensured care was person-centred and tailored to their needs. Everyone we spoke with told us that the manager led the service well.
Some of the comments we received were, “I find the manager very easy to contact very understanding of my situation and accommodating. I just phone if I need to rearrange any of the calls, I recommend the service and the carers are amazing and I do not think in my opinion there’s is anything they could do better.”
“Valued Living is a good company and the manager, and the carers are easy to get on with; the manager runs a good company as they employ staff that care and the staff respect the manager.”
“Valued Living is an excellent company. The manager is easy to talk to, and cares, I feel very lucky. Communication is excellent which is piece of mind for me, and I would struggle to suggest what they could improve on. ”