Unisus Group Limited

Updated 8 March 2026

Date of assessment: 9 March to 28 March 2026. This assessment was carried out remotely and we did not visit the office. Unisus Group Limited is a domiciliary care agency registered to provide personal care to people in their own homes. At the time of our assessment there were 67 people receiving support with personal care. CQC only inspects where people receive personal care. The assessment was carried out due to the length of time since the last assessment.

The service was supporting people with a learning disability/autism, therefore we have 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 the provider did not always deliver care in line with those standards.

Although the provider had processes in place to monitor the quality of the service and identify concerns, people’s experiences did not always reflect these systems. This indicated that quality monitoring arrangements were not consistently effective in identifying or addressing issues that mattered most to people using the service.

The provider did not ensure that people felt safe whilst receiving their care and support. Continuity of care had a significant impact on people’s experiences of the service. Many people and relatives raised concerns about staffing consistency, reporting a high number of different carers attending visits. In contrast, where small, consistent teams were in place, care was described much more positively.

The provider did not always ensure staff attending care calls had received appropriate training or had a sufficient understanding of people’s individual needs. Training records showed that required training had not been undertaken by all staff. As a result, the quality and consistency of care varied, and some people were supported by staff who were not always adequately prepared to meet their specific requirements.

People’s needs were assessed prior to them receiving a service. This information was used to ensure people received person centred care and support which was documented in their care plan. Assessments were in place to minimise risks and ensure people received appropriate care and support.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests.

Medicines were managed safely. Staff completed medicines administration training and were assessed as competent before supporting people with their medicines. This helped ensure medicines were administered safely and in line with people’s needs.

The service worked in partnership with relevant health and social care professionals to support people’s needs. Information was shared appropriately to help ensure care was coordinated and responsive.

Updated 8 March 2026

People’s experiences of safety varied and were largely influenced by the consistency and competence of staff. Many individuals using the service, along with their relatives, reported that feeling safe was closely linked to staff experience, continuity, and familiarity with personal needs. Those supported by regular, well-trained carers felt more secure, as these staff understood how to manage mobility, transfers, and medical requirements, remained alert to changes in health, and communicated effectively with both individuals and their families or the office. Comments included, “We have lots of different carers, lots that my [relative] doesn't feel safe with” and “Often the new staff member doesn't do anything as they seem very overwhelmed, so the regular staff member ends up doing everything.” One relative told us that more experienced staff were “Staff are competent, particularly in moving and handling her husband safely.” Those spoken with expressed frustration and dissatisfaction with the service. Comments included, “One carer didn't know how to make a cup of tea, didn't know what a fridge was or what milk was; they have also given my [relative] microwave meals which were still frozen in the middle. I find all this extremely stressful” and “Some staff have sat there for two hours not talking to my wife at all, they're just on their phones making what seem like personal calls; some of the new staff can't cook at all.” Some people spoken with were happy with elements of the service and the kindness and consideration of their carers, although carers not being on time seemed to be a consistent theme. A relative told us, “Staff are kind and considerate people."