During an assessment under our new approach
The assessment started on 20 October 2025 and ended on 17 December 2025. 2 inspectors carried out a site visit to the agency’s office on 11 and 27 November 2025. We gave the provider 24 hours’ notice of our first visit to ensure they were available to assist with our assessment. The service is a care at home service providing support to people in their own homes who were living with dementia, people with an eating disorder, learning disabilities or autistic spectrum, mental health, older people, younger adults, physical disability and sensory impairment. This assessment was prompted by some concerns we had received relating to alleged missed or late calls and the skills and training of staff. The provider was already aware of these issues and had taken action to address them.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgments 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. The provider supported a small number of people with a learning disability, and we found they were supported to live the life they chose in their own homes. Staff had received appropriate training to support people with a learning disability or autism.
The provider had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff were recruited safely. Staff understood and managed risks, including environmental risks. There were enough staff with the right skills, qualifications and experience. Improvements were being made to ensure newly appointed staff had an induction period which met their needs. Managers made sure staff received training and regular appraisals. Staff managed medicines well and involved people in planning any changes.Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent.People were involved in decisions about their care. Staff provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it.Leaders and staff had a shared vision and culture based on listening, learning and trust. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. People with protected characteristics felt supported. Staff understood their roles and responsibilities. There were effective systems in place to monitor and improve the quality of the service provided.