Updated 20 April 2026
Date of assessment: 13 July to 24 July 2026. We announced the assessment on 09 July 2026 and carried out visits to the office on 13 and 20 July 2026. The service had a registered manager who is responsible for supervising the management of the regulated activity provided.
The service is a domiciliary care agency and provides personal care to people living in their own homes. Not everyone was receiving personal care. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. Where they do, we consider any wider social care provided. At the time of this assessment 34 people were receiving support with personal care.
At this assessment we found not enough improvement had been made in the service and the provider remained in breach of 6 of the 7 regulations identified at our previous assessment in September 2025. We also found new breaches of regulations in relation to dignity and respect, and receiving and acting on complaints.
Although there were plans to support people, these were not updated or reviewed with people themselves, and staff lacked guidance about people’s known heath conditions. The information and instructions given to staff needed improvement so they could support people safely.
The provider’s audits of the service were not effective and had failed to identify the concerns we found during this assessment. Where shortfalls in the quality or safety of people’s care had been identified, the provider had not consistently acted on these. We could not be assured there were enough staff with the right skills or qualifications to support people safely.
The provider failed to ensure all staff received suitable training, competency assessments and regular supervisions to maintain high-quality care.
Processes were not robust for people who required support with their medicines.
Systems to monitor people’s calls were not effective leading to missed calls and poor time keeping.
People were not receiving consistent person-centred care that met their needs. 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. We found they failed to meet these requirements.