- Homecare service
Helping Hands Lutterworth
Assessment report published 5 June 2026
Contents
Ratings
Our view of the service
Date of inspection: 28 April to 30 April 2026. Helping Hands Lutterworthis a domiciliary care agency that provides support to people in their own homes, this included younger adults, older people, learning disabilities and autistic people.
At the time of inspection 54 people were receiving support with personal care. CQC only assesses support provided to people who receive the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. We inspected the service due to its aged rating.
We 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.
Governance arrangements did not always provide the level of oversight needed to fully assure the quality of the service. Quality monitoring systems were not applied consistently, and audit processes required further development to support learning and continuous improvement.
Some staff told us they did not always feel well supported by leaders and raised concerns about their wellbeing, including feeling ‘exhausted’. Staff also described a divide between teams, and processes for raising and responding to concerns were not always effective. This meant leaders did not always have full insight into issues affecting the staff team. We have identified a breach in relation to governance at the service. We have requested an action plan from the provider in response to the concerns found at this inspection.
Despite this, staff demonstrated a good understanding of people’s individual preferences and communication needs. They described how they adapted their approach to help people feel heard and understood, and staff and leaders gave examples of how they promoted person‑centred care.
People were involved in assessing their own needs, and staff reviewed assessments in a way which considered people’s communication, personal and health needs. People were treated with kindness and compassion.
People's experience of this service
People and their relatives were positive about the care they received. They told us staff understood their likes, dislikes and personal histories, and built strong, trusting relationships. One relative said, “They always treat them like an individual they are very patient and have built up a strong relationship.”
People described staff as friendly and supportive. One person told us having care in place “Made my life easier I look forward to them coming and I’d recommend them.” Relatives also spoke about the positive impact on wellbeing. One relative said having the support meant “It keeps them out of a care home and their health has improved.” Another relative said the service made a “massive” difference because their family member now had “Friendly visitors every day,” which gave them peace of mind.
Several relatives highlighted the emotional support staff offered. One relative said staff “always listen” and provide reassurance when needed. People and relatives told us they were involved in assessments and care reviews and felt staff got on well with their family members. Most people raised no concerns about call times; however, we found that further improvements to call monitoring processes were still required.