During an assessment under our new approach
Date of Assessment: 9 September 2025 to 18 October 2025
Crystallise care is a domiciliary care agency that provides personal care to people living in their own home. It provides a service to older adults and people with dementia and children. The service's office is based in Rainham, Havering, London. Care is provided in the London borough of Havering.
At the time of the assessment, 25 people were receiving support with personal care. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care, this includes support with tasks related to personal hygiene and eating. We visited the service on 11 September 2025.
We received concerns in relation to support provided to people. As a result, we undertook a responsive inspection to review the key questions of Safe, Responsive and Well-Led only.
The inspection team consisted of 1 inspector.
During the assessment, we looked at 22 quality statements. Our assessment was announced. This means we gave the service 48 hours' notice prior to our visit taking place. This was because we wanted to make sure someone would be available to support us with the inspection.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
We spoke with the registered manager, the assistant manager, 8 staff members, 5 people using the service and 6 relatives.