The provider supplied evidence that they monitored the performance of the agency including reviewing complaints. The views of people supported by the agency had also been sought and found to be mostly favourable.
People described the staff as "lovely" and one representative told us that her relative looked forward to the agency staff coming. One person said the staff were excellent and were like "a friend". People told us they were usually supported by regular staff. One person said that they were told in advance if any new carer would be coming. One told us the staff texted them if they were running late.
We were also told that the agency had sought their views about the service provided through surveys. We saw that a survey had recently been sent out. We also saw the summary report of the previous survey responses.