During an assessment under our new approach
About the service
Home Instead Senior Care Godalming is a domiciliary care agency which provides personal care and support for people living in their own homes. The service was supporting 19 people with the regulated activity of personal care at the time of this assessment.
Who the service is for
The service supported older people to meet their care needs, this included personal care, dementia care and companionship.
At the time of this assessment, Home Instead Senior Care Godalming did not care or provide support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
Key findings
We carried out this assessment on 19 June 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.
People were supported by Home Instead Senior Care Godalming to live safely in their own homes. Risks to people’s health, safety and wellbeing were assessed and managed, and systems were in place to help keep people safe, including safeguarding processes and effective medicines management. The provider demonstrated learning from events and shared this with staff to support improvements in practice.
People’s needs were assessed before they began using the service, and care was planned and delivered in a way that considered the whole person. The provider worked in partnership with external professionals to support positive outcomes and ensure continuity of care. A professional told us, “In my experience, people receiving care from Home Instead Godalming are safe and well supported. The team consistently demonstrates strong awareness of risks, clear communication.”
Staff were recruited safely and received the training and support they needed to carry out their roles effectively. Staff told us they enjoyed working at the service, and that the provider invested in their career progression which they appreciated. A member of staff said, “I feel proud to be part of Home Instead, where teamwork, compassion, and a commitment to high standards of care are consistently demonstrated across the organisation.”
People were supported to make decisions about their care, and their consent and rights were respected. A member of staff said, “It is very important to keep people independent in their own homes as I feel they thrive more in an environment that they recognise and have memories around them.” There was a clear approach to matching staff to people to ensure consistency and compatibility. Care plans were regularly reviewed and updated to reflect people’s changing needs, and care was delivered in a person-centred way. People’s holistic needs were considered by the service, and staff had benefited from learning and sharing resources within the provider’s locations.
The provider actively sought feedback from people and those important to them, and there was a focus on identifying opportunities to enhance people’s quality of life. Communication across the service was effective and supported coordinated care delivery. A professional said, “I have been impressed by their commitment to community engagement and social inclusion.”
There were effective management and governance systems in place to support the safe delivery of care. The provider had a clear vision for the service, ‘to become the UK’s most admired care company by changing the face of ageing’, which staff understood and were committed to. Leaders promoted a positive culture, and the registered manager and leadership team were well regarded. The provider worked collaboratively with external partners and had invested in its management team to help ensure the service remained sustainable and continued to deliver safe, high-quality and compassionate care. A professional who worked with the service told us, “Overall, my opinion of Home Instead Senior Care Godalming is very positive. They provide safe, person‑centred, and reliable care.” Another professional said, “I feel that Home Instead – Godalming are a good care agency who to respond well to patients ongoing and changing needs.