Reline Care Ltd

Updated 20 November 2025

Date of assessment: 26 November to 18 December 2025.

Reline Care is a domiciliary care service providing personal care support to approximately 80 people living in their own homes. We have undertaken a comprehensive assessment which means we have reviewed 33 quality statements. At our last assessment, we rated this service good. Following this assessment, we have rated this service requires improvement with a breach of the legal regulations in relation to good governance.

The provider had not embedded an effective call monitoring system to ensure people received their care at the agreed times. Management audits and checks had failed to address staff lateness. This meant people did not always receive their care when they wanted it. The provider did not demonstrate a culture of continuous learning and improvements. Staff punctuality and ? was identified as a concern at our last inspection. At this assessment, we found the provider had not made the necessary improvements.

People’s needs were assessed. However, the timing of their care was not always provided in line with their assessed needs and preferences.

Staff had access to up to date information about people’s care needs. People had a range of risk assessments in place detailing the support they needed to keep them safe. Staff understood how to keep people safe and were clear about who they could talk to if they had any concerns. Staff told us they received training which equipped them with the skills they needed to do their jobs.

People were involved in decision making and people’s capacity to make decisions was assessed and documented.

Health professionals told us they felt people were safe. They told us staff were vigilant in noticing people’s changing needs. One health professional told us, “The compassionate and attentive approach the staff take has clearly made a positive impact in the overall quality of the person’s life. They have taken time to get to know the person and have been able to keep good records about all aspects of the person’s health.”

Updated 20 November 2025

As part of our assessment, we spoke with people receiving care and their families.

Whilst people told us they were generally happy with their care, they told us staff were not punctual. One person told us, “I could recommend this agency if they sorted their time out.”

Despite the concerns with punctuality, people and their families told us they felt safe with the care people received. A family member told us, “[Person] is safe with their carers and we have no worries at all about how they are cared for.”

People and their families told us staff knew them well and understood their support needs. One person said, “They are very well trained in helping me with my disability. The office always rings me and tells me what is going on, and I get regular carers who I know and who know me.” One family member told us, “[Person] has regular carers, and the main carer is amazing, [person] really likes them.”

People and their families told us they were involved in writing care plans and deciding what care was needed. A person told us carers knew their likes and dislikes, and they told us how staff talk to them in a nice way.

People and their families told us they were happy with the management of the service despite their concerns raised about the timing of calls. They told us the management kept in regular contact with them to find out their views about the care they received. A family member told us, “People in the office are easy to talk to and they are all very supportive, I would recommend this organisation to anyone.”